I have been in the process of trying to exchange my MBP ( thread here http://forums.macrumors.com/showthread.php?t=353984 ) screen issues.. When I 1st called apple about it they wanted me to go to the apple store and have it checked out.. Which was cool and right off the bat the mac genius agreed that the issue is there and could be fixed with a replaced screen.. Being this was an issue out of the box and my MBP isn't but 2 weeks old.. I just didn't feel right have it fixed.. I wanted it exchanged.. Tho I was semi pressed to keep it and have it fixed.. I called apple after leaving the apple store and 1st got what seemed to be a fairly new employee that kinda didn't have a clue.. She quickly transferred me to a "escalated apple person" which was cool, though not needed.. He knew what he was talking about and OK'ed the exchange, but the "exchange department" was closed and I needed to call back during there open hours. I called back and was transferred to an apple rep to help me out with the exchange process.. After a while on the phone she said it was all set up and I needed to wait for some emails to explain the process and one to print off the Fedex label. Later that night I got an email saying that my order # so and so needed attention cuz the credit card could not be processed for the order.. I was a little weirded out by this email and logged into the apple site to see what was up.. I went to the order section and found a new order for a MBP that I guessed was my exchange. I wasn't sure why I got the error message about the credit card, but it was after hours and I couldn't call apple. I also noticed that the computer wasn't configured correctly.. I have a HI REZ GL 17" WD.. But it was just entered as a normal widescreen. On to today.. I called apple 1st thing this morning and talked to a girl that got the configuration correct (or so I thought) and then was transfered and hung up on after sitting in transfer hell, maybe. Then I called back and got a guy that I told about the exchange and wonder why I got a message about my CC not working. It was an exchange and I didn't need to be charged.. He said that my current MBP was set up for the exchange but the one they had configured for me was set for me to buy it.. 45 mins later I thought all was good.. I checked my configuration later on today just to make sure all was good there only to find that they changed my drive from a 7200 RPM which is what I have and was on the original incorrect screen configuration to a 5400 RPM.. I called apple back and had the girl change the drive back to the 7200 RPM and made sure that the screen was a HI REZ GL WS.. All is good. I also hadn't received any email yet on the exchange process.. After several more mins I got that all taken care of.. I just got home and checked and sure enough I have the emails.. But in looking at them I realized the emails reference me exchanging or sending back the Nano I got on the education deal and nothing about sending the MBP back. Now I have to say that I have been totally nice and not pushy at all with anyone at apple so far.. I have been super nice, just hoping that things will get worked out easy.. But I am about to go off.. I guess that I get to call apple again in the morning and retry to figure things out.. I have never had to really contact a computer company about a computer and deal with an exchange process.. So I can't compair this to anything.. But I am very un-impressed about apple and the people in the call centers that I happen to be getting. I would say most people in tech support aren't bad, but people in sales help seem to not have a clue what they are doing.. I even had a girl that wasn't to sure how to pronounce 2GB of ram.. She was like 2, G.B. of raa, ra or uh, memory.. Im like thinkin you are in Mac sales and don't know what RAM is? I didn't say anything, just answered yep.. But over all this has been a crazy deal.. It kinda makes me wonder if they are trying to discourage me doing the exchange and getting it fixed instead.. Impressed with the MAC, for the most part.. NOT impressed with Apple and there customer care..