@IphtashuFitz: Or, to put it another way, show me a company that gives their employees that much power to solve those problems. If Apple's attitude had been "give replacements when they pry it from your cold, dead hands", we wouldn't have had the happy ending. They obviously give their people "wiggle room" when dealing with problems.
Adrienne also scored by staying calm (stressed but calm) and civil - especially in light of the first ...uh... Genius. Smart gal - calm can often get you good service (and prezzies apparently) while strident gets nada.
Kudos to her and good luck on the move.
Jim (The Canuck One)
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