My girlfriends housemate has had a very bad time with Apple customer care and could use some advice. She took her Macbook (unsure of specs, but was purchased about a year ago) to a premium reseller (we have very few true apple stores in the UK), with a cracked palm rest, i think this was a known defect with the plastic and a dodgy airport card. The reseller sent it off to apple to be repaired. She received a phone call from Apple who said they repaired the top case but were unable to repair the bottom bit as it was not under warranty (and yes she has applecare) they also claimed to have opened the macbook and the wireless card was fine. She argued her case with Apple who in the end agreed to ''make and exception'' and repair, she was then told that it had been sent back to the reseller and she would have to go back to the shop to get it sent off again, which she did. It's important to note that she never actually saw the laptop at this point. One week later she phones Apple up again to see what was going on, she was then informed that something had been spilt (either coke or coffee) on it and they were therefore unable to repair it and it would cost £1000 to repair (bear in mind that she had not even seen the laptop, let alone spilt anything on it, since it was first taken to be repaired); As you can imagine she was not impressed and tried to argue her case again; she wanted a repair or a new one ( a fair demand if you ask me) they said they would get back to her. Skip to today she received a phone call from apple saying that they would not repair it under warranty, and that they hadn't even looked at it since it was shipped to their warehouse. So we simply want any advice from anyone on this situation would be muchly appreciated.