Last year I bought a Mighty Mouse and recently the scroll ball has stopped scrolling up, so I called Apple Care and well 3 times people told me that there's nothing I could do but fork over another 42 bucks for a new one. I found my warranty book for the mouse and it says that as long as you have bought the mouse within the past year you are titled to a full coverage warranty on parts/labor. So I called back one more time... and after some explaining and being on hold, more explaining, holding, serial numbers and more info, holding... FINALLY I got to talk with an upper level "tier 4 support" and damn, those guys have magic fingers, they can make anything happen. This guy just said "So I hear your Mighty Mouse isn't working properly, is this right?" then said "How about I just send you a new one?" I swear I almost cried, it was so beautiful to finally hear those words.
Anyways, the moral is that if you ever have to call 1-800-APL-CARE, and you know you're right, just keep pushing them and they will eventually push you up to their next level support team, and each upper level is easier and easier on you and more apt to just send you out a new device asap!
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