I have always wondered this. unless you buy applecare. I have never needed them for anything that they themselves didnt cause. usually its an update that goes wrong or itunes account is working due to some itunes update. I really love their support and dont have access to their support any other way than phone support since i dont have an apple store within 3 hrs of me. i just have never understood it since most of the issues are due to updates or a product haveing a problem in the first year anyways. im sure it has something to do with they want you to buy applecare but didnt know if there was another reason.