I dropped my iPhone4 onto a concrete floor about 3 weeks ago and it shattered the glass on the front of the phone.
I made a Genius appointment, took the phone to them fully expecting to have to pay dearly for my error. The guy helping me just asked me if I understood that this was not covered under warranty and I acknowledged that I dropped it, I had to bear the expense.
After a couple of minutes he said all he could do was replace the unit and to sign here. When I looked at the document to be signed it said $0.00. When I inquired what that meant, he said that everyone makes mistakes and everyone needed their iPhone. He graciously replaced the phone at no cost to me.
And that ladies and gentlemen is just one reason of many as to why I am an Apple customer for life.