madamekelly - I agree with your post. I'm very happy with my three Apple products and have always gotten someone I can understand on the few occasions I have called the support line. I like to ask them where they are from and when they say Cupertino I do a little happy dance. Maybe they aren't really in Cupertino, but, I like to think they are. One of the "geniuses" in the Apple Store when we were buying something told us they refer to Cupertino as "the Mother ship". Funny.