The wife & I recently purchased a white iPhone 4 on Verizon for her. Unfortunately, we discovered quite quickly that it had battery issues (being down to 10% being on standby almost the entire day with battery-saving settings in place). I called AppleCare up, and they did their thing, yet the issue persisted, so they said an exchange was in order. Now this is where it gets interesting; they said that I had 3 options: take it in to an Apple Store do a mail exchange (for free) that would basically mean my wife would be without a phone for the better part of a week do an expedited exchange that would cost $30 for the shipping. I told them (politely but firmly) that since we don't live within an hour of an Apple store that I was left with 2 options: not have a brand new and paid for phone for a week OR pay $30 MORE for a phone that was faulty and not performing as advertised; I told them that these 2 options were unacceptable. I then asked if anything could be done since this was a brand new device, and I don't live within a reasonable distance to a store. The pleasant lady on the phone said that she would see what she could do; a few minutes later, I was talking to another (higher level) rep. who said he could waive the shipping fee for me. Issue resolved and well-taken-care-of by Apple. Another example of how (IN MOST INSTANCES) Apple is willing to do right by its customers and how firm but courteous insistence and a level head can help one's own cause.