Well, I took the plunge last night and decided to order an iPod. Anyway, it was the 20GB 4th gen model, and it was *supposed* to be $269. I tried ordering online, and the $269 registered properly, but they wanted to charge me sales tax... Well, I live in oregon, so I shouldn't have sales tax to pay. Anyway, I called Apple and I spoke with Shawn and he said he could do the order over the phone. Okay, cool. So he asked what I wanted, I tell him the 20GB iPod, and he then asks if I need anything else on the order, well, no. He asks for my CC# and then says $299 was charged to my account. WTF? No, no, no.... It's $269... He says sorry, I can't un-do the order, it already went through. WTF!?! So I tell him what I want engraved on it, and he says that he can't get it personalized because he already placed the order. So now I'm *PISSED*. He tells me he can't do anything about it, and that it's my fault because I didn't tell him BEFORE I gave him the CC#. Well, I'm in sales, and I know that you do *NOT* charge someone until you tell them the cost, and they AGREE! So I got the customer service phone #, but they're not open at night... So this morning I call them and the lady was nice and she appologized and said she'd credit my account the $30 difference. Okay, that's fair. But then I told her I wanted it personalized, and she said that it was not possible because the package is already boxed up. Shit! So now Apple wants to ship it to me via slow-ass ground shipping, have me ship it back ground shipping (at their expense, at least) and then they can refund my money finally and I can re-place the order and wait another 5+ days to get what I ordered in the first place. This whole ordeal definitely does not meet my expectations of online/phone shopping. And I am expecially disappointed having seen this from Apple, a company that is *supposed* to have un-paralleled customer service. So I had to deal with a VERY rude Shawn last night, and now a CS rep that is not available at times during the day, and is not even in the United States!!! I cannot decide if I want to return it and go get a Zen or iRiver, or if I should give Apple a second chance. This is definitely not a good first-experience to be having with Apple, and I do not know that I want to buy a mini/pbook as I had planned.