While I appreciate your quest for excellence and in many respects subscribe to the 'think different' philosophy, I must suggest that your current business practices in Ontario leave much to be desired. To outline the case:
1. Took delivery of new iMac G5 January 6, 2006! machine did not function with remote out of the box, further troubleshooting indicated machine was DOA.
2. Asking for a full refund for product purchase price. Flatly denied a refund, offered a 'like for like' exchange.
3. Was told by Scott Gibeau of Apple Canada that to pursue a refund I would need to contact web sales support.
4. Telephone contact of web sales support who assess machine as DOA but cannot assist as machine is purchased by a Canadian, must see Canadian Support.
5. Contact Scott offered same terms, like for like replacement. Now informed that as Apple purchase was made through education portal, must see the bookstore for refund.
6. Bookstore refers us to you for a refund.
7. Contact corporate customer relations: Advised them of the infinite loop condition for Canadian customers, was advised that I can contact canadian support for help.
Under Ontario laws, I am entitled to a full refund of the price of purchase, your current operational practice does not allow for this to happen:
I contact Canadian support and refused a refund as it's purchased through education webstore, I'm referred to webstore, webstore refers me to point of purchase, point of purchase refers me to Canadian Support... etc. ad nauseum!
I do not want to wait to pay full price for a new iMac and have it be here in 3 weeks and refurbished deprecated technology as well. I have suggested that the only reasonable way out would be a full refund of price of purchase which I am entitled to.
Please refer to the guidelines for consumers in Ontario: http://www.cbs.gov.on.ca/mcbs/english/26fa_3ea.htm
You will find that your company is not working within its corporate mandate for this geography.
May I refer you to your corporate ethics document as provided:
In your role as Chief Executive Officer I would assume that sentence one of:
Would demand that you ensure Infinite Loops only occur at the street address, not in your software, nor to your customers.