I have had a problem with my iPhone 4S (minimal manufacturing damage to plastic glass surround out of the box) and after speaking with AppleCare emailed some photos to the call centre duty manager. Everything was organised, DHL were going to bring me a new handset, in exchange for the old one etc. 2 hours later I received a phone call from the same manager stating that because I sent the email to another department within Apple and they had seen the pictures, a brand new one would be sent to me on priority with accessories and the damaged one would be collected at my convenience by DHL so the phone can be "captured". I have been called and emailed by a lady from "Apple Executive Relations EMEIA" (whatever that means) in Cork, Ireland who has told me to contact her directly via phone or email if I have any other issues. She has been very apologetic and has given me their DHL account number to arrange collection .... the funny thing is, the only other person I sent the email to was Tim Cook who I BLIND carbon copied on the off chance that he or someone from his team would see the photos. Obviously it worked to some extent!
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