You are quite right to post when you get crappy service - the notion that we should just keep on trying when we get bad service only encourages companies to provide poor customer service. We PAY for Apple Care, dammit, it's not a free service and Apple ought to ensure that the FIRST point of contact is the last point of contact. I don't write after a bad experience of Apple Care - in fact, my only experience was a very good experience in that it got me a full-sized keyboard instead of the new laptop-sized they now supply with new Apple iMacs - but I expect that everybody's experience should be a good one - after all, after sales service is often the only way to distinguish a good company from a bad one, and I'm sure that Apple doesn't want to be in the latter category.