So. Why do you need someone at Apple to replace a harddisc/memory module ? Why does it matter if someone at Apple installs your OS or someone at Best Buy does ?

People seem to be making an issue out of nothing. I'm sure he would have screamed a lot louder if he hadn't bought AppleCare. At least Apple FIXED his iMac rather than just demanding he bought a new one...

You can't win against some people.