Ok, so it's really a subjective thing, and everyone's experiences vary, but I'm writing this so deal with it! 

My wife and I both have PowerBooks.  Mine a 15" and hers a 12".  She's home with our boys, and they tend to destroy most things around them.  Her PowerBook has faired ok, but taken its scratches, tiny dents, and a couple sharpie marker lines on the casing.  Recently our little one pulled the 'R' key off the keyboard.  Not a big deal, right?  They normally pop back on and life goes on.  Well this time was different.  The key wouldn't stay on the board any longer.

So I took it over to the local (Aspen Grove) Apple store and asked the guys at the Genius Bar to take a look at it.  They didn't have the proper keyboard replacement on hand, so they ordered it and said they'd call us when it was in.  We got a call less than a week later and I brought the PowerBook back in.  It was near closing time, so I dropped it off for the night.  I was called first thing the next morning and went to pick it up. 

When they brought the PowerBook out, I initially thought they'd brought the wrong one.  The Sharpie marks on the lid casing weren't there.  It couldn't be mine.  But it was.  I powered it up and the correct user accounts were there and everything.  I can't tell if the ENTIRE keyboard is new, or if they just swapped out the right 'R' key for us.  Regardless, it came back to us in better shape than it left us in.  At zero cost to us, mind you.  The fact that they took notice, and then the time to clean the Sharpie marks off is just icing on the cake. 

I can't say I've ever had this kind of service with any other computer company, can you?