My plastic MacBook's hard drive failed. I called AppleCare and talked to a Level 1 Rep (after a less than 1 minute hold time). I mentioned that I would prefer to replace the hard drive myself because of the upcoming holidays and the fact that I didn't want to be without my notebook. He said that he understood, but I would still have to bring the MacBook in to be checked and they could do the hard drive replacement on-site. I told him that I didn't have an Apple Store locally, I didn't want to take it to an Apple Authorized Service Provider (there's only one and they're 30 minutes away), nor did I want him to send a box because of time. He said that's all the could do. So I politely declined and hung up. Two minutes later he called back and apologized for not knowing that the hard drive is a user-replaceable part. We ordered the part. Needless to say my hard drive is on the way, and I thanked him for calling me back. I must say I've never had a support rep. from any company call me back to admit they were wrong. So I'm a little taken back. I've spent hours arguing with Dell over simple issues. I love AppleCare.