AppleIncEmployee

Yes! We absolutely love this! If you've done all of the simple things already (Restarting device, signing out of an account/resigning in, resetting password) it helps us immensely in isolating issues down quicker. It also helps us determine if problems are hardware/software/or user error related alot quicker.

No, because every employee can see the notes from the previous tech. If the 1st tech deny'd you a swap, the next one will do the same.

Protocol states that anything out of warranty, a service charge is applied for hardware replacement. If you're nice to the Genius, he can grant an exception. So yes, it truly depends on the person youre working with if they want to replace it for free or not.

Yeah please don't refer her to me :)

I don't have a problem with Android devices. I actually envy the support teams that help Android users because I would imagine those customers aren't as dense as Apple users.