On my recommendation, a friend ordered a 15" PowerBook with the backlit keyboard. It arrived with a warped lid and no backlight, so she returned it (after two+ hours on the phone to Apple). She was so disappointed with the hassle on the phone she cancelled the order.
Now they're saying she didn't return it, even though she has a shipping receipt. I'm sure she'll eventually straighten this out, but they aren't treating her very well, and they certainly lost a potential new Apple customer.
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