Wanted to share with all of you my experience at the MS Store in Woodfield Mall, Schaumburg, IL. Had to swap out my SP3 because of a defect I found in the glass - almost like a scribble in the glass itself. I made an appointment at 8pm and was greeted by a salesperson who was already helping someone else out. I told her about the problem, and she gets a "plain brown box" unit from the back. I asked if it was new or refurb but she said it was new (yeah, right). Anyway, she could not connect her store computer to the network and had a problem printing out the receipt for an exchange. But I wanted to check the "new" unit, and we discovered it was DOA. In the meantime, I had brought my original box which she proceeded to rip open in several places, which really started to piss me off. I demanded a brand new unit. I had bought this unit less than a month ago so I didn't want any "plain brown box" unit. In the meantime, it took her forever and a day to get the SECOND exchange going. She was going back and forth between me and another customer and she could not get the second receipt to print. Then she tried to force me to keep my original pen and packaging, which I refused. By the time I got out of the store I had wasted nearly an hour and a half in there because of her. She was so slow and incompetent that it really became a lousy experience. I don't know if any of you had issues in the retail stores, but if they want to compete with Apple, they better improve on the quality of their personnel.