Hello and let me first say that I have only been a Apple Fan for about a year and a half. I have purchased Apple products for several years, but never a computer. In the past year I have purchased three macbook pro's, two iphones, an appleTV, and an apple extreme. So with all this money going to apple I guess I expected a little more than what I got when I called for support on one of my macbook pros. I purchased this computer on 6/14/07. On 1/19/08 I noticed that my latch wasn't locked on my macbook pro. I called the apple store that I purchased my computer from. I selected 2 for tech support and was transferred after answering a few questions a gentleman game to the phone. I told him my problem and he asked for my name. The computer was registered to someone else. I had to do a double take b/c I purchased this computer new. Well anyway after he took all of my info they mailed a box and the computer was sent in for repair. Four days later I received my computer. I noticed that the latch still wasn't fixed a few days later. The macbook pro has two latches that come down when the computer is closed and mine has only one. I called back to support and after a brief hold a gentleman came to the phone. I told him that I just noticed that my computer wasn't fixed after all and couldn't believe that something this simple to fixed wasn't taken care of the first time. I need this computer for work and now I will have to send it back. The gentleman said we will get this taken care of and that he was sorry for the inconvenience. Then he said something that I didn't understand I said excuse me and he said well that they waived the call and that I should be happy about that. I said please explain how service was waived and that I should be happy. He then placed me on hold and wouldn't go further with the conversation. after about twenty mins of being on hold he came back and said that I was being elevated to another level of support and that it would take another thirty mins or so but they would have to further help me in my mater. So after being on hold fifty-four mins another gentleman came on the line. He sounded aggravated and said sir I will have a box mailed to you is there anything else I can do for you. I said well yes you can. I was on hold for fifty-four mins for something that should have taken ten or less. Will you please explain to me what the gentleman before you was talking about? Why am I so lucky that service was waived. He proceeded to tell me that they waived the phone support sense it was after ninety days, and that only people with the extended warranty get the privilege with calling into support. I asked him then how was I supposed to get support on my computer. He said drive the 200 miles to a local apple store. I was silent I didn't know what to say.. Needless to say it didn't take long for me to get upset! Is this what apple is coming too? I called the store I purchased the computer and asked for the manager. I am awaiting a phone call. Please tell me if this is the norm? Here is a direct quote from apple's web page. Please let me know if anyone else is having the same problem with apple. The Mac Warranty Every Mac comes with complimentary, unlimited telephone support within 90 days of purchase — perfect for questions about setting up your Mac, using Mac OS X, and more. Your Mac hardware and all included accessories are also covered against rare defects for a full year from the purchase date by a limited hardware warranty. If you do experience problems, even the process to get service is simple and easy. You can take your Mac to a local Apple Store, call our toll-free support line, or start your service request with our online form.