I've been reading this forum for a while, but this is my first time posting. I've got a real Apple support horror story going with my new iMac, 20", that I bought this summer from the online Apple store. Actually I shouldn't say new, it was refurbished, but Apple gives it the same warranty as new, and they say it is guaranteed to be the same as a new one. Now, three months wiser, I know better and will never ever buy a refurbished product, but here's what has happened, if you have any advice for me PLEASE let me know. I'm desparate here. Right out of the box, probably the first or second day, the mac started shutting down by itself. This black film would roll down from the top, covering the whole screen, and then a black box in the middle says in several languages to hold down the power button for several seconds to turn off the computer. Of course I had no idea what this was, I've had an iMac for five years before this, and I'm a big fan of Apple products, I didn't suspect that anything was actually wrong with the computer itself. The first time this happened, I blamed my kids for bumping the table, crowding around the new computer. The next few times it happened, I blamed my camcorder firewire which I'd left plugged in the back, then I blamed my external hard drive...then it slowly dawned on me (yes I'm really that stupid/patient) that I had a serious problem on my hands. This I now know is random kernel panic, which is VERY hard to solve and correct. The kernal panics happen anywhere, in any program, at any time, sometimes a day will pass without one, sometimes they happen 6 times a day. Anything that is unsaved when they happen is lost, otherwise it's just an inconvenience to spend time rebooting. Over the months, I've spent many hours on hold with and talking to the Apple Care folks, who've had me run all the internal diagnostics (which always check out fine), plus do an archive and install (and guess what, the machine had a kernel panic right in the middle of the archive and install, which messed up all my files), then I had to bring it to the local Apple Store "Genius" Bar, where they kept it for a week, replaced the memory, and returned it saying it checked out....but of course the kernel panics continued. The next suggestion was to do an Erase and Install, which of course is time consuming because you have to backup all your files, then reinstall them piece by piece afterwards. And still the problem continues. Right now they've promised to send someone to my house to replace the logic board, but of course the part is on backorder (!!!) and they can't tell me when it will come in. I'm very frustrated at this point. I bought a "new" computer that doesn't work months after they've taken my money, and the attitude at Apple Care seems to be that it is 100% my problem, and it's up to me to fix the thing. What would you do if you were in my situation?? Anybody have any suggestions on how I should proceed?