I've had huge scales of problems with my MacBook Pro. A hinge which creaks and is weak, an unresponsive trackpad, hard drive and wifi access issues, intermittent beachballing and much more. I phoned AppleCare, whom put my through to CR to get the problem fixed (already had 2 trips to the Apple store [2 different ones] whom both denied to repair/replace) They told me to either take it back into a store AGAIN or send it off and wait upto 3 weeks for just a diagnose. So sick of CR, 2 weeks later I sent Steve a simple email (email@example.com, firstname.lastname@example.org, email@example.com). And had the best succession since. Less than 18 hrs after sending the email, I get a phone call from a very kind person from the Executive relations team, who has decided to collect my MacBook Pro using a courier, have it sent off for diagnostics and repair, and have it back to me all within 7 days. Granted, it wasn't Steve, but I got the next best thing, a lovely woman ready to help Just wanted to share my experience with you briefly. Let me know your experiences.