Thanks for the advice, George. I'll do that. Take care.Great letter, I recommend you print copies with all of your case numbers, and mail them individually to each member of the Executive Team, and the Board of Directors, at their other respective addresses (so Apple doesn't filter them out of the mail delivery). Company management, especially the Board, needs to know when Support is lacking - otherwise they assume everything is fine. Big companies have "Executive Relations" teams that deal with complaints to the top - you'll likely get a call back from a call center in Texas. You might get a politer form of denial, but there is some degree of chance they will take your complaint more seriously.