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Original Comment UPDATE TO MY COMPLAINT OF A FEW WEEKS AGO:<br /> Sadly I am here to update my saga with terrible news. The day after writing to Apple's CEO in a last ditch effort to have myself heard, I received a phone call and email from a gentleman named Matt Kenny who represents Tim Cook in the executive offices of Apple. He wanted to talk about my email and I was beyond overjoyed. I had spent so much time fighting for the service I paid for and persistently going back again and again despite the treatment I received because I'm not a quitter and I paid for the service and it had to be seen through legal. By the time I reached the point of writing to Tim my issue had already been determined more than once to be a hardware issue on top of a software issue. Two separate support people were inclined to replace my iPad with the same model but a functioning one yet failed to do so for various reasons that were not in my control. By all rights I should have had my iPad replaced as was determined by more than one support person at Apple. When I spoke for the first time to Mr. Kenny in the executive offices I never dreamed that there would be any other outcome then my iPad being replaced no question, at the least. And he insisted he was launching into a intense investigation in regards to all of the experiences I related to him and sounded very concerned that they had happened and very sensitive to what I've been through. We related very well and I was very appreciative. We agreed to speak a week later once he had had a chance to look into it some more. At that point he had not addressed the fact that I was still in possession of a broken iPad. But I was patient as I have been for so long and hoped very dearly that justice would happen in one way or another. However when we connected a week later it was like I was speaking to a new person. I had been looking forward to speaking to Matt who I felt was really truly on my side but what he told me was that his investigation showed that no one had trouble shot my iPad issues thus far which was actually not true, and he wanted me to speak to another technician to re-troubleshoot what was clearly a hardware problem in addition to a software problem resulting in the need to replace the iPad which I paid to have done when I bought AppleCare at the time at same time as my iPad year ago. I was not happy having to re-troubleshoot what I had done so many times already, however Mr. Kenny did not care to hear a word I was saying, responding to every statement I made by repeating the same plan he insisted I agreed to as a way of trying to confuse me or throw me off from my train of thought as though he thought if he repeated the same things just one more time I would shut up and comply with his plan. In my mind I had already spoken to so many different support people and told my story to so many of them who did various troubleshooting techniques with me always failing to enter those comments into the computer in my file. I couldn't believe that I was being asked to retell my story to a new technician because I was not believed when I explained what had happened and how I can handle in the past including the fact that one support person had concluded finally that a replacement was their way to go only instead of putting me on hold to arrange the mailing labels he transferred me to a brand-new support person who did not know who I was and required me to repeat my entire Saga as the last guy failed to enter a single note the computer or to call me back so we could finish up what we had already spent 25 or so minutes working on to reach the very end where we were when I was disconnected..<br /> A supervisor named David whom I finally connected with heard my issues and understood that a determination had already been made including the decision to replace my iPad and so he chose to make it easy for me and to try to just wrap up what had already been started. From my experience on support line there are not many troubleshooting steps available to determine whether an issue is with hardware or software other than the description of the problem and my description indicated a hardware problem to more than one person. Matt, as I said, however determined that David had failed to troubleshoot, and so because he was not going to hear me or respond to me except to repeat what he told me which was that I had to speak to another technician in order to have my iPad replaced with an exact model I agreed angrily- I just wanted it to be over with. When I asked how Apple was intending to make restitution for the six months of nightmarish treatments and complete lack of resolution for problems I've had for six months I was told that a minor upgrade which was all I really wanted or needed was not going to happen at all, but they would thank me for my feedback. My response was of shock because of course finally having my iPad replaced after so long was a definite goal of mine that did not address the trauma I had endured trying to acquire the service that I had paid for when I purchased my iPad. The Matt Kenny I spoke to the week before was kind and thankful and very open to hearing everything I had to say and I felt he understood me and believe me, but this Matt Kenny was cold and robotic and I felt like I was being treated like the person in the wrong who needed to be investigated as he used terms such as he was investigating my &quot;perceived&quot; experience and they had to confirm that the issues I was having were hardware problems. That all I had confirmed before. I became very frustrated by being treated as a child and having manipulative tactics used on me as a way to avoid addressing the things I was saying as though I had no valid point and especially as if my experience did not deserve any kind of restitution whatsoever. I felt like my satisfaction as a customer was not a priority at all and it may not have been as customers on an individual basis may very well not be the true bread-and-butter of Apple but I know I'm important as is my businesses too and I resented the indication that the time and sweat and tears and stress and hopelessness that I had endured just to get what I paid for when I purchased AppleCare was of no consideration to them whatsoever and I realized that I shouldn't spend another minute of time with him as long as he didn't care because why then should I? I was clearly wasting my time and energy failing to communicate to someone who refused to hear or acknowledge what I had to say. Finally I asked him to have his technician call me that day and to not call me again. I just wanted this to be done. And his technician called. Yes... He called and put me once and for all over the edge.<br /> It became clear to me that my situation had been related to this technician in a nonobjective way because this technician refused to believe the issues I've experienced repeatedly were real, and instead of determining the best way to proceed right then and there based on my description of the problems I'd had repeatedly, he insisted that I take a day out of my life to go to the Apple Store and allow them to collect the logs so that they could prove that my story was true and only then would they consider doing anything to fix my iPad, and this is well over a month after I initially called about the hardware problem and six months after I attempted to resolve the software problem to no end. I knew that other customers were not forced to prove that their stories were true including myself originally, but this technician did not want to hear what I had to say. He also used the manipulating technique of repeating the same information to me over and over again every time I tried to have a conversation with him about the situation instead of responding to what I said basically dismissing me and patronizing me and ultimately Requiring me to take a whole day of which I have very few where I feel well, just do what he should've been able to do right then and there. It was punishment as clear as day. I had just hit a real wall and I don't know what to do. By the time I hung up the phone on him because there was nothing I could say I was in tears and hyperventilating and I didn't know how I was going to do to get my iPad fixed now that I was being punished for complaining and not showing pleasure that my whole story was being challenged. I still don't know what to do because Mr. Kenny is the representative of Tim Cook and though I did indeed write another email to Tim Cook though this time I'm sure it was a waste of time I feel helpless and stuck with an iPad that doesn't work and a $99 support policy that I can't hold them to keep up their end of. If I could sue them I would do it immediately because I know that I have a valid case here but I can't do it by myself. I can say confined fly that this whole thing has resulted in emotional distress, humiliation, time and energy I don't have because of illness, and they are no following up with thier contract as is written in my Apple Care policy, definaty taking advantage of the power they have to force me into doing things I should not have to just to get the service I first requested six months ago. And realistically afraid no matter where I go or who I call at Apple for help will no be helpful once one pulls up my case because I'm sure they will read things that were intended to blacklist me and I don't feel I will ever be able to get my iPad fixed and there's nothing I can do. So as far as Apple goes I wouldn't buy another iProduct the rest of my life. And they should be truly ashamed of themselves.

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