Hi, JOhn. I sympathize. My husband has a new phone that I call the devil phone. Turns out, it responds to the warmth in one's fingers. Since I have cold fingers, it's very erratic. One second I'm trying to make a call, the next second it's showing me a street map of Bangkok.

He has co-worker with very warm hands, and it's doing exotic tasks before she even touches it.

In a PR move, he asked me to call it 'the brick' rather than 'the devil phone', because he uses it at work.

I agree with you that Apple ought to give better customer support.