I had a Touch "preorder" from Sept. 5, but because they were taking so long to ship, went and got one at an Apple Store last weekend (after calling 3 stores for 2 days to find one). Tried many calls to Apple to cancel my preorder but they couldn't, so I had to refuse the package Thursday AM. Thursday PM, after thinking mine was OK (compared to others), watched some video with a lot of blacks, and saw pics of the good Week 38 models. Crap; it's bad, needs to go back. Called the Apple Store - "call back tomorrow AM after we get a shipment and can see if there are more Touches." Do that. "OK, we have one, we'll hold it for you, we'll set up a Genius appointment and you can exchange it." Go back to the Apple Store the 2nd time. Genius takes a look, and of course has no idea what I'm talking about when I say the screen is bad. But he and his buddies confer, and fairly quickly decide "yes, we'll exchange that for you. But we don't have any to do the swap." Um, what about the one I had held - the reason I came here directly? 10 min. of seaching. "No, we can't find it, and they never should have said they were holding one for you, and we have no idea when we'll get more in." But, "just call Apple and they'll send you a new one." Since I'm out at this point, I try to find Apple's support # in the Touch box. Of course, nothing is disclosed or given. Ironically, I find a good WiFi spot and use the Touch to look up Apple's # online! 45 min. ensues of bouncing through voicemail, to one person, to another, back to the start of voicemail, being disconnected, starting over, etc. (Tip: Apple's voice-recognition software DOESN'T recognize the phrase "iPod Touch"!) Try again this Sat. AM. Give my serial number (twice!) to someone who promises to send it on to a CSR, but fails to. The CSR then tries to tell me "you need to go to an Apple Store to get a replacement." I'm not buying it and ask for a supervisor. "There isn't a supervisor who can take your call. But, we can send you a box, and you can mail yours back, and we'll take a look and see if anything's wrong with it." I angrily point out that I already jumped through my ass to go to an Apple Store and had a Genius pronounce it bad, and there's no way I'm sending mine out before I get a new one. I eventually get escalated to a "product specialist," who's much more helpful, although he still doesn't know anything about the issue. After recounting my spiel for the 5th time, he calls the Store I went to to verify the problem, then calls me right back to set up the exchange. I'm put on hold, which spirals into a disconnect - but he has my #, so he calls me back, thankfully. He then sets up the exchange. At one point, he says "we'll be sending you some legal documents to sign, that say you'll keep the resolution of this confidential." There's no way - particularly as there's a hint I'll have to do this before they send a replacement! I ask why a company that's replacing a bad product with a good one needs to keep that confidential, and tell him, "well, you can SEND the papers..." He gets the message - "oh, I'm mistaken, we don't need to do that in this case." New Touch is hopefully shipping Monday to arrive Tues.-Weds. Morals of this story: -If you want to exchange a bad Touch, go armed with much patience and fortitude. -Never, ever, ever buy any new Apple products immediately when first released; even a rev. 1 may be pushing it. -Apple's customer service is no different from the byzantine nightmares of other companies. Here's hoping I get a good resolution out of all this.