I have an earlier thread I admit. I did find it, however I believe this change warrants another topic. Some back story: I am a student at a university in South Dakota. I also fix computers for the same university. So I provide technical/hardware support for an enterprise level organization. I trouble-shoot hardware/software issues for laptops/desktops on a daily basis. However my expertise is in PC's. However internally mac/pc same same. I purchased a 17" MBP in August 2009. It became slower as I used it and I eventually called apple. 20 minute start-ups and random lock-ups did not seem good. After spending 110 minutes on the phone with two representatives (None of this time spent on hold!) Apple-care though it was the hard drive, and said I should take it in for repair. I live in South Dakota so this is quite difficult. So I drove 60 miles one way for a repair. I dropped it off and left. Another hour drive back. They called several days later saying the HDD came in and it did not fix the issue. It turns out it was the motherboard. They replaced it and I finally got to drive another 120 miles round trip to get my laptop, which they assured me was functional. I get it home and the speakers do not work. I find this out only after I install all of my programs (CS4 and many others). Apple-care and the repair shop are closed by now, so I have to wait until tomorrow. I call both and they say to take it in for repair: it sounds like a motherboard issue. They replace the motherboard again and assure me it is functional. (After I drive 120 miles again!) It has been five weeks and the speakers start crackling again! I call apple-care and go directly to a manager. The underling I speak to says he will replace the machine, yet the manager says we wants another repair. I am so livid at this point I am shaking. He says after the repair is done he will compensate my me for my time. Great, whatever that means. SO he wants it sent into apple. They mail me a box and I send it in. To cover my ass and prove their was an issue, I recorded the crackle with a $1200 microphone and emailed a .wav file to the manager I spoke to. I get it back and all they did was replace the speaker. They shipped it back and now all works. I called the manager and he offered me iworks, a portable HDD, and an Ipod nano. I went with a black 8gb nano because I needed one. This only mildly assuaged me. He says he will make sure the ipod gets to me and he hopes I don't have any more issues. So at this point I have invested the following resources into getting the computer repaired: 1. I have driven 360 miles 2. I have missed 6 hours of work @ 20.52/hour 3. I have missed 3 classes 4. I have been on the phone for 165 minutes Apple gave me an ipod. At this point I have lost trust and hope in apple. I think I may take my business elsewhere. Apple did have good customer service: I was hardly on hold at all, it was easy to get to a person, their methodologies were simple, and they were friendly. I have two questions. 1. How can it be profitable for Apple to repair rather than replace. The costs are as I see it a. The original machine (What it cost to make) b. The costs of the repair shop and components (2 additional motherboards, one HDD, and one right speaker) c. The hourly wage for telephone employees for 160 minutes or more d. the cost of overnight shipping twice for a laptop e. The cost of an ipod. How is is profitable to do all of this and not replace the machine? If all of this happened to you, would you still stay with apple?