My daughter's kids(stepchildren, not related to me by blood) boguht a 16GB iPad 2 off eBay a couple of months ago. It was a used unit sold by a merchant with 50,000+ feedbacks. The final price was $301 plus $17 shipping. The seller clearly stated and showed large photos of a couple of 1" scratches on the back of the iPad 2. Not really a problem, since the kids intended to put the iPad 2 in a case. The two kids shared the iPad 2 and each came up with half of the $301.
They recently experienced a problem with the home button because it only responds to presses 1 out of 3 times. They contacted the seller who offered to exchange it for another similar used iPad 2 at no cost.(pretty generous, considering 2 months have passed since purchase) When they told me about this, I offered to take it to the Apple Store to see if anything can be done before they let the eBay seller exchane it. They shipped the iPad 2 me because there's a Apple Store in the mall next to my office.
During lunch, I walked in with the iPad 2 and informed them of the problem. Apparently it was necessary to have an appointment with a "Genius"(tech guy) at the Apple Store. They looked in the system and asked me to come back at 4pm.
A little after 4pm, I went back. The "Genius" took a look at the iPad 2 and determined that the home button was faulty. He went to the back and came back 10 minutes later with a brown box. I figured he was going to have it shipped back to Apple for repairs or something. To my surprise, he opened the box and there was a new iPad 2 16GB inside. He said it would be an instant exchange, but the only catch was that the new one would be whilte. I called the kids and asked them if it was okay with them... They were more than happy about it!

I took the iPad 2 home and played with it to make sure it was functioning properly. The next morning, I shipped it back to my daughter's. The kids called me two days later when they received it.
Why am I sharing this story? As much as I'm put off by Apple's closed eco-system and high prices, I am quite impressed by how well they treat their customers. Especially when the customer is experiencing difficulties with the hardware. There was no fuss when I told them that I didn't have a receipt, since the iPad 2 was from eBay.
Too bad I can't say the same about HP's tech support....
