Apple is getting back with me soon.  Keep ya posted.

Hello Mr. Bernstein,

Thank you for your e-mail to Steve Jobs at Apple. Your correspondence concerns an issue that we feel would be best handled in a phone conversation.

If you have not yet resolved the issue, please contact me at [info removed], Monday through Friday, from 8:00 am to 5:00 pm Pacific time, or you may send me an e-mail including a preferred time of contact.

I look forward to speaking with you.

Sincerely,

Patrick Ekstrand
Corporate Executive Relations
Apple
1 Infinite Loop
Cupertino, CA 95014
[info removed]

Begin forwarded message:

> From: “Bryan M. Bernstein” [info removed]
> Date: October 3, 2005 1:24:45 PM PDT
> To:
> Subject: Faulty PowerBook
>
>
> Dear Mr. Jobs,
>
> On January 7th 2003 or so I saw you on my friend’s computer stand up and
> announce the new PowerBook 12” That week I wanted one but I waited
> until I graduated high school to purchase it and hoped all the kinks
> would be worked out.  I spent $3000 that day at the Walt Whitman Store
> in Long Island, NY buying an iPod an iSight and AppleCare with full
> expectations of a happy switch away from my Dell.
>
> It is now October 03, 2005.  I am unsatisfied with this PowerBook for a
> number of reasons.  I have talked to AppleCare in Florida, Rochester,
> NY, Long Island, NY (Walt Whitman and Roosevelt Field) and through the
> phone.  Noone has fixed the noisy fan and extremely hot computer.  It is
> not a usable machine.  In fact, this once beautiful machine is covered
> in pot marks that are all over the palmrest, just because it is so hot.
> The noise keeps me up at night.
>
> I am very disappointed.  I am not asking for a repair any more.  Just a
> simple refund.  How can you help me?  Why do I have to be blogging about
> my problems out of frustration for a company and product I used to
> respect?  How can you help me?
>
> Jay, Anita, and all these other people at AppleCare are not helping me.
> They want me to send this PowerBook in causing me more downtime.  I’m
> not interested.  Maybe in the future I’ll consider your company again,
> depending on your actions today as the man in charge.
>
> FYI, I am also canceling .Mac because of this horrible interaction.  You
> are disappointing me more and more and I am only 21, just beginning to
> spend my free time and money on these services.  I write for dtgeeks.com
> and I am passionate about Macs or at least I was.
>
> Another thing, I bought more than 500 songs from iTunes already.  In
> fact, you’re the reason I no longer “steal” music.  Why should I
> continue to support Apple when you don’t have a phone # that .Mac
> customers can call to handle billing and account changes?  Unacceptable.
>
> I’ve heard stories of people contacting you via e-mail and getting real
> responses.  You even had a visit from a Dean I met at RIT who toured
> your California facilities.  You responded to him directly and I expect
> the same.  No more hour-long waits and run-arounds from the supposed
> leader in this field.
>
> Thank you,
> Bryan Bernstein
[phone #]

Update: 12:34 Mr. Ekstrand called me back and explained that if my computer is indeed problematic, they will assess a solution.  I am going to the Genius Bar yet again and hopefully we’ll figure it out.