Yeah, I know, glowing review of an Apple store. Happens all the time. I wandered into the Apple store in Philadelphia today, considering an Apple TV and hoping to get my iPod touch's broken screen repaired. The gentleman that serviced me at the Genius bar took one look at it, determined that he couldn't fix it, and promptly told me that Apple would go ahead and cover the cost of a replacement unit. 3 minutes later, we had swapped out my iPod touch for free, and I decided that I would go ahead and buy the Apple TV with the money I was prepared to use to repair my screen. I understand that there are still going to be customers with complaints about how Apple performs customer service, but I've never had a bad experience at any store I've ever visited.