MacBook Crash and Apple Support

Not sure if anyone else has had this experience. First, I am a brand new Mac user. Bought the new MacBook Pro i7 with 8GB of RAM as a switch from my PC laptops.
Any other big crashes out there? Just wondering if there is a systemic hardware issue?
I had the new laptop for a total of 4 days before it crashed hard. on the first full day of use, it started crashing with the veil of grey and the message that a serious error had occurred and I needed to hold down the power button to restart. It crashed a total of 6 times in 4 days (2 days of real use) before I could get to the Genius Bar.
They stated that was obviously not normal and that I should request a new unit from AppleCare, which I did as an advanced replacement. I was hoping to keep my crashing laptop just to get more used to the Mac. However, after the Genius Bar did an archive re-install, the computer immediately crashed twice while in the store.
We then attempted to do an Erase and Install, and the unit would not install the fresh load of Mac OS X. The Genius Bar rep said it definitely looked like a hardware issue since it would not re-install the software, so I had to send the unit back ahead of receiving a replacement.
As for customer service, there was absolutely no urgency to get a replacement laptop to me. It was a customized unit and it is finally due to arrive today, but it has taken 10 days since I ordered my advanced replacement.
I will tell you that this has been a very frustrating and disappointing start to my Mac usage. And customer support could have made that bad experience so much better, but their lack of action and mis-statements actually made it worse.
Sorry, I was hoping for a much better experience. I am still hoping that IF the second MacBook works I can see that I made the right decision.
LewieE

Hi A Brody,
Lemons do happen and while that was a disappointment, the Genius Bar guys did a great job. I will say my expectations were higher for Apple based on everything I heard trying to make my decision to swap from a PC.
The first customer service rep I spoke to when I setup the advanced replacement stated that this unit would be put at the head of the que as it was a replacement for defective unit. The second rep I spoke with said advanced replacements have the lowest priority and it should have been returned as a zero dollar replacement and by him changing it to that, especially since my return unit had been received, would cause it to jump to the head of the shipments. The third person I spoke to said it just had to be processed in the normal 5-7 day shipping replacement and there was nothing they could do.
When a customer has a problem, customer service can make or break that experience. In fact, customers that have had a problem and had a positive resolution to that problem are shown to be more loyal than customers that have never had a problem at all.
Regards,
LewieE

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Your choices are to continue trying to work this out through your local Apple retailer or contact AppleCare directly.
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