Having used PCs for the past 15 years and always a frustrated Macintosh user I decided to let the boat out and purchase a Mac for a university course. I have always been impressed with the aesthetics, ease of use and the customer service (I obviously didnt look too hard). I went to a reputable company, CW Online, and they provided me with useful, intelligent advise on which machine I would require for my needs (believe it or not they did not advise me to purchase the most expensive machine; in fact they suggested I purchased the cheapest machine!) Having taken delivery I was impressed with how soon I got into Macintosh speak. It did take a little bit of time to get used to the command and apple key but everything else was very intuitive. Having loaded the pre-supplied software a couple of times and updated the OS, via the web, I was ready for my course. Having had the machine for two weeks the DVD/CDRW drive kept ejecting my cds and DVDs. I called the support line and after 1.5 hours of resetting and putting disks in, only for them to be spat back out again, the technician (if that is the right word) decided it needed to be sent back. The date now was the 29 Dec 03. The machine was picked up on the 2 Jan 04 and I believed (stupidly) that it would be back and ready for action within 2 weeks. The couple of weeks passed by and still no word from Apple or a machine. I rang the customer services number and was told that they were waiting for a bit! A bit I thought, ok I will leave if for a few days, how long can it take a bit to be delivered from the US. Another week passed and again no phone call or anything to explain where my £1000 computer was. The next time I tried to ring I was on hold for over an hour and I finally gave up waiting. The story goes on and on. It has now been 4 weeks and I am now demanding from CW online that they either: Get my machine back within the next couple of days (very unlikely). Give me a full refund, or Give me a new ibook. This course of action is not what I would have wanted because, as I have said before, CW online provided me with great customer service, not just before I purchased the machine, but during this whole episode. The main gripes I have with apple are: If they have to delay a item for return then why dont they inform the customer? Why do I have pay a phone charge when they are holding my goods? WHAT do Apple consider a normal repair time? I have paid a £1000 for a machine to do my university work on and now I am 4 weeks behind.