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As a family, we own thousands of dollars worth of Apple products (including two imacs, 3 iphones, 1 powerbook, and countless ipods), so we're what you should consider "heavy users" and mac devotees.  Yesterday my daughter cracked the screen on her iPhone, so I immediately made a genius bar appointment because I know how great the service is.  She went there and it was simply a 2 minute operation to replace the screen.  For which we were charged $199!  $199?!  ARE YOU KIDDING ME????  The entire phone cost that when we bought it nearly 2 years ago.  I know Apple doesn’t discount and they adamantly maintain higher price points, but this strikes me as highway robbery.  It's outrageous, actually.  It's a small sheet of glazed glass that takes 2 minutes to swap out.  What's the margin on that — 90%?.  I can deal with paying a bit more for design and quality, but this is way over the top.  I can even deal with a little penance for clumsiness and breakage — but $199 for this?  HIGHWAY ROBBERY. Now that the Palm Pre is a worthy competitor, this kind of gouging is going to make me rethink my allegiance once our contract is up.

@Shane:  After some work I did  speak to an Apple customer relations  person, who admitted this flat $199 fee was a recent policy.  So actually, it might make a difference for them to hear from users that it's pretty ridiculous.  I was also able to win  some concessions — not a refund, but I was offered the opportunity to select accessories for the macbook I was planning to buy worth about half the repair fee, which I thought was a fair outcome.  So, yes, if you want to pet the elephant, you have to maintain it, but you can  also teach it some manners!