I live in Minnesota and I took my Mbook Pro to the Edina store where I met Dan (who I later found was the store manager). He was terrible and very unhelpful, wouldn't even reallly look at my hard drive. A few weeks later I stupidly dropped my macbook and made a huge dent in the bottom case. I went to the Mall of America store where some random Genius took care of me and took my computer in to look at the damage. I told him I didn't want to have to pay the 900 dollars quoted to me to fix the cosmetic issues.
He forgot to take more information from me (password, further issues) and called me back three days later for the password. Two days after his call I called back and told them my password ( I had been on a trip so there was a delay) and asked if they needed any more info. They said ,"no". Three days later, they called me and asked for more information. No one knew I had the 300 dollar apple service plan, nor did it seem like they cared. I emailed email@example.com
the on Sunday afternoon (after reading this forum). The next morning at 830 am, Jean -the store manager of the Apple store in the Mall of America- asked if I had time to talk. I said I would call her back
At 12 30 am, that same day, I called her back and was put straight through to her. She said she had pulled her top mechanic to start working on my computer. She told me that apple had mistreated me, that her team was missing some training, and there were no excuses for what happened. She told me that she had talked to Dan in Edina and she would have my computer ready by the next day.
She then told me that my computer had been refitted with a new case (top and bottom), a new hard drive (upgraded from 120gb to 200gb), my computer had been backed up, and they were going to install boot camp for me (my hard drive just wasn't working with windows for some reason, that's what I had mentioned to Dan who told me to restore and try again, DUH! Tried that three times in February Dan).
Anyway, I'm a huge fan after my conversation with Jean yesterday. She'll be personally meeting with me on Wednesday morning as I sit down with a Genius and receive my half-new Macbook Pro with it's 80gb upgrade. Now I can finally forgive my little brother for dropping it and denting the top slightly after the first when I had purchased it.
What I'm saying is, email SJOBS@APPLE.COM
if you have a complaint!!! You never know what you might get. I heard someone say that Steve personally called them after they emailed.