I *might* have a problem with my local Apple Store and I'm looking for advice to best rectify it with the minimal amount of drama. Details: Genius Bar appt. last Friday to start the repair process for my 2011 15" MBP, out of warranty. Problem: display was snow, horizontal blue & white lines. Drive wouldn't even mount. I came prepared for the worst with a 3TB ext drive to backup the 750GB boot drive. The 3TB ext drive is my work backup and I was comfortable leaving it for 24 hrs. I specified that they should NOT wipe/reformat the drive as it had many projects on it. The Genius was very nice. Took a look at the issue agreed it needed to be repaired. He took my external drive and and told me that they would backup the boot drive if they could and call me when it was ready. I specified that they should NOT wipe/reformat the external drive as it had many projects on it, and that was noted on the paperwork. He said the MBP would ship that day, back in 3-5 days. I heard nothing from the Apple store over the weekend so I called today. The drive had not been backed up, the MBP had not been shipped. Now I was concerned. The Genius was less than helpful. Didn't seem to care. I told them I had left a drive for backup...had they done it? "No. We are getting ready to ship your computer out." "We'll I need the hard drive backed up, that's why I left an external drive..." "Ok, I'll look into it and call you back." He called me back 10 min later, told me they were backing up the drive. He said it should take an hour or so. I asked them to call me when it was done. Now I'm angry. My MBP and external drive sat I their store for 3 days and nothing was done with it. Now they are supposedly backing up the boot drive that wouldn't even mount 4 days ago. Hopefully they didn't screw up my external drive as well. Who do I complain to if something is messed up? Store manager? Regional manager? Tim Cook? Thanks.