I called, got nothing. I got escalated, got nothing. So I wrote him a letter, directly. (My usual theory is that by contacting the CEO, you get "Received Office of the CEO" stamped on your letter before customer service gets it, which never hurts.) In this case I got to a Steve assistant.
At the time I was working in the purchasing department of a large midwestern university. I totally misrepresented my level of authority and told his assistant that not a single Apple purchase order would be signed ever again if they didn't honor their obligations. She promised to check back with me.
An hour later, I got a call. "Hi. This is Steve. We are going to send another Powerbook out right away. OK?" Caught in the reality distortion field, I was powerless.