I too live very close to an Apple Store (about 8 mins) There too I only experienced nothing but problems. The G5 I ordered had Kernal Panics from just after 30 of getting it. My problems however started with I conjifured the unit on the phone - I was completely taken by the rep who "guided" me into features I didn't need - raking up the price. He even lied to be about the "Apple Care" and called it Apple Care Pro" stating that it not only extended my coverage for 3yrs, but allowed me access to the Genius Bar at a local store for advise and lessons. It wasn't until I tried to book a session at the Apple Store that I found out I taken. I also found out that I was supposed to get a red box that said Apple Care w/the agreement. I was charged, but never got it. I contacted Apple and then found out he left the same day he made my order. It was confirmed that he never set out my Service Plan, but was charged. The people at the Appple store also couldn't answer my question about a program which I inquired about in terms of features - they simpley kept saying, "Mac is used by the pros, of course it can do what you want." Yet not one could show me how, but they expected me to laydown $1,200. Finally when the power board on my G5 went the in home tech (this was after the Apple store couldn't fix it btw) told me I not only needed to purchase the $1,200. program but another $800. to do what I wanted. Next, while searching on the Apple site I found, almost hidden, a recall of sorts on the G5 - concerning the power boards! (My serial number was one) Yet, no one admitted it, the the tech, the online help, the store and even the phone techs. It took 3 months for techs to fix my G5 and only because I had mentioned the power issue. In fact, it was this same issue that was causing the Kernal Panics - but I was told to do a recovery because my programes were not "layered" right. (I thought that was the problem with Windows?!) I also found out one can't extend coverage beyond the 3yrs either. And when I when to get an isight web cam I was told Apple discontinued it, yet most of non-apple cams don't work well with the Mac and the webcam built program. I never had this problem with Dell XPS. I got 4yrs coverage. (latter with the option of renewing yearly, in home & phone.) 24/7 phone help, and even third party phone tech aid. (With XPS all tech phone tech aid is domestic.) I now await my new XPS HTC which has specs that have out shot the G5 in reports/reviews (especially in Adobe Photoshop) If it werent' for the iPod, I think Apple would have rotted. I know there are people out there who swear by Apple, but I wonder if their aware about the lack of support (Apple only coveres 3yrs because they feel anthing beyond that is outdated.) Not everyone can spend $5,888.oo on a system every 3-4 yrs like I did.
What someone else said here is right, Apple should take lessons from Axiom on customer service and product support.
