Chris had an issue with Apple and wrote a letter to Tim Cook about it and they hooked him up with a senior tech support person. They created a new partition, but they think he may have to reinstall the OS, and maybe even replace the processor. Leo says that most companies have an office of the president or executive team that will directly address issues when letters are written to the CEO/President. These are high level support people who are tasked with simply fixing issues. It's often better support and sometimes they issue a replacement.