Long story short: I've had problems with my MBP (kernel panics, whine, excessive heat, keys falling off, keys squeaking, distorted speakers, and random shutdowns) since I bought it in late May. I got a replacement mid-July, but more speaker problems drove me to returning it for a refund; I was tired of getting it fixed. Even though I bought it through my brother's EPP (Employee Purchase Program--no refunds allowed), AppleCare promised me a refund around mid-August because this computer was a replacement. My dad and I talked to two different Apple employees, both of which promised set up a refund. They never came. I had to buy another notebook (Macbook) in the meantime because I needed it. After two weeks of getting the shipment-label-runaround, I sent this email to firstname.lastname@example.org. (lots of text inc.) A few hours later, my dad (whose phone number was in the attached mail) got a call from an Apple exec. Twenty minutes later, I got the return shipping labels in an email. Moral of this story: if you're in a frustrating situation like mine, sending an email to sjobs can't hurt--even though it probably won't be read by Steve himself.