The squeaky wheel gets the worm! Thanks, hensatc! I called, complained, complained, and complained some more. It seems like this most recent complaint (backed up my my newfound knowledge) combined with my inquiries from the past few weeks were enough to push somebody in the right direction. Now, a bright, shiny, new 17″ Powerbook is waiting for me at the Apple Store. It sounds like it is even one of the more recent models — with a 1.6GHz processor and 100G hard drive (as compared to my 1.0 and 80).