It's kind of like people who give tellers at banks a hard time when it's the bank manager they should be speaking to. Honestly, they're going to give the customer service employees a hard time - thanks a lot, like we need the help. Note to all those planning on doing this "protest": if you've worked retail, you should know what kind of day this will turn into... You'll wind up upsetting the customers and the customer service reps for your show, stressing everyone out (but mostly the Genius Bar employees - yeah, like they chose that name) who'll need to work doubly fast to catch up on their workload later. They'll offer whatever answer they know off the top of their heads - as their PRIORITY is fixing your hardware/software *problem* (as in it doesn't work as advertised, not freaking policy) and then have to go and ask their managers about any details. And they're there to *help* people with problems, not sell them anything (that's not their primary job description), market anything or play PR flack/marketing. If you want to take your protest somewhere, go to Macworld or - even better - the Developers Conference, where the media will be there anyway and it's *their* party.