It balms my hide that when I complained about a recent customer service tech-support incident by e-mailing
tcook@Apple.com, the e-mail was apparently noticed by someone, because a Nelson B. called me and both left me a voicemail and e-mailed me to try to get a hold of me. When I called him back, before I even identified myself, he asked, "Is this Rafael?"
I explained that I was able to find a solution for my issue on a website. He said he was happy to learn that I had already resolved the issue on my own, but that he was calling to offer waiving the $20 fee for tech support for my issue.
Ultimately, solving the issue on my own proved more gratifying, and it's likely that reading and following the instructions on a website in order to resolve my issue was more efficient than having some random, non-apple-passionate dude read instructions to me from a script.

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Kudos, Apple...