The story of Apple's lack of PR response to their repair policy is finding its way through the blogosphere here and here and the podosphere (forward to 14:32 for Lee Hopkins' comments on Apple's lack of PR response).
I have to admit that I am conflicted about this. Visions of Forbes' "Attack of the Blogs" article are running through my head, with its fear-mongering warnings that bloggers are out to get corporate America.
However, it's not my intent to smear Apple. I like Apple! I've written articles on their stellar customer service, and I want them to rise above this incident, join in the conversation and defend their policy. Silence from a company as notoriously conscientious and user-friendly as Apple is quite disappointing and shows a surprising lack of respect to their customers and their public.
To Apple's PR department: please join in the conversation!
Also, I'd like to clarify one element of the customer service issue. First of all, some are assuming that the repair was covered under warranty. This is not the case; it was NOT a warranty repair. I was charged full price for the replacement hard drive. My apologies if that aspect of the interaction was not clear.