Would appreciate help with applecare difficulties

I have a 1ghz G4 14” ibook that was purchased in December of 2003 along with the extended applecare plan. Since then, I’ve sent it in, under warranty, 4 times for the same problem; this will be my fifth attempt to have the flickering lcd backlight repaired.
This is obviously a problem and complete waste of my time, but what irritates me more is that the ibook has been returned, by applecare, every time with more problems and even damages.
The ibook came back from the first “repair” with light scratches and deep gouges on the outer case plastics. The deep gouges are located on the underside of the ibook, where it looks like the computer was placed on a tool or improper work surface and then slide around. The case plastics are misaligned and poorly reassembled. The lcd backlight problem was unresolved.
The second “repair” replaced the perfectly functioning combo drive for some unknown reason. Now the combo drive scratches discs, misreads discs, and sounds like my garbage disposal. The lcd backlight problem was unresolved. Beginning at this point is when adjusting the display angle can influence the backlight flickering.
Applecare kept my ibook for almost 2 weeks on the third attempted repair. We had an apple genius observe and note the problem with the flickering lcd. Apple told us that the computer would now be fixed because a genius had witnessed and documented the problem. Applecare kept the computer in observation for 2 weeks and then sent it back, functioning improperly, because they couldn’t replicate the already documented problem.
Upon delivery of the fourth “repair” attempt is when I was most disgusted; I found my ibook barely reassembled. It seemed that whoever had worked on my ibook was sick of having it pass through their hands repeatedly and believed that nothing was wrong with it. They decided that destroying my ibook would be a good deterrent against me sending it in again. Besides for the loose screws and open seams along the plastics, the backlight is stuck at about 50% brightness and the clicker/charging board randomly acknowledges mouse clicks and will not charge any of my batteries.
It feels that powerbook repairs take precedence over ibook repairs, because I have had nothing but great service from applecare regarding my rev. a 12" pbg4.
I guess I would just like to hear some suggestions about how to deal with this and have the ibook properly repaired. How do I email apple's customer service? My phone calls just lead all over to people I can't trace and "promises" that aren't documented.
If you're still reading, I appreciate it. Thanks for your help.
Louis

You need to contact Apple Customer Relations. You can get to them (in the US) by dialing the AppleCare Support number, but pressing "0" instead of one of the other options to get to an operator. Ask them to connect you. Be prepared with the dates and case numbers for your previous repairs and the problems your iBook came back with. Be friendly, but firm, and request that this time your iBook is replaced rather than repaired. There's no guarantee they'll agree to it right away, but they may agree that the next time you should get a replacement.
-Doug

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