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yeah... sounds liek that dirty rotten no good company
If you're actually calling apple about an issue with your device you're an idiot. If its broken then take it in to get it fixed, otherwise google it. It costs money to have people sit there and answer phone calls from people who call over not knowing how to use their device. If it's out of warranty, then it has been around long enough for people to have similar issues. USE a search engine, that's why they exist!
I agree with you Anthony but there are a lot of people who purchase apple products that don't know how to use computers very well and apple knows this. They are taking advantage of the consumer base they have to make more money. They paid extra money to get a product made by them and they know that their costumers would be willing to pay $19 for a simple fix, but to the average apple consumer its almost impossible to find out.