After my 2011 macbook pro suddenly would not turn on, I took it to the folks at this apple store. Everyone I spoke with was courteous and clear with me. After leaving it with them for a week, (during which multiple attempts were made to get my computer running again) Armando called me to say they would just be giving me a new computer. It was ready with all of my data transferred later that evening.
The main thing I took from this experience? Always. Buy. Applecare.
But really, Armando and his team of geniuses killed it. I couldn't be happier with the service I received.