A couple of weeks ago, when my work MacBook died for the second time in less than six months I brought it to the Apple Store at UVillage. While the machine was still under warranty, my apologetic Apple Genius couldn't repair it until I produced some documentation. My previous failure had required a hard-drive replacement, during which the techs had failed to put the machine's serial number on the new drive. As a result, Apple couldn't track the repair or even find my machine in their system. After a drive home and then to the office in an annoying but ultimately successful search for the old repair order, Apple agreed to replace my machine with a brand new one and even copied all of my data from the old machine to the new. They've even called me to follow up and make sure the new MacBook is working properly. That's pretty good customer service and it turned me from a grumpy customer to a happy one.