i give them top marks as well! i've called a few times in the past weeks: the first issue was the plastic casing around the wires on my iPod's headphones was coming off... i submitted the info online on friday night and by tuesday i had new earbuds plugged into my iPod.
the second issue was i never recieved my copy of the sims thru the special .mac offer... they checked the computer, said it should have arrived in november and they sent me a new copy.
the telephone support people are always very helpful and polite. two thumbs up.