I took my first trip to the genius bar today because of a bad mic on my iPhone. I had heard horror stories from some people about getting laughed at by employees, being charged for replacement, etc. However, my experience went well. Everyone at the store was very polite & seemed very dedicated to making sure the customers were happy. Once my name was called, he asked me what was wrong, i barely even got out the story about my mic going bad before he was already offering to give me an in-store replacement. They didn't try to replicate the problem or anything, they just took my word for it. I was very pleased with the service & the whole thing took maybe 15 minutes. There was also a guy beside me who brought his iMac back because of 1 dead pixel, they gladly replaced that as well. Overall, I am very pleased with Apple's customer service.