Yes! Can confirm. I emailed him in March 2020 after my 16-day old MacBook Pro had a logic board failure resulting in endless kernel panics. It was just past the return date so I couldn’t just return it and get a new one, so my local Apple Store had sent it in for repair. Then covid hit and everything shut down, so they couldn’t get it fixed and sent back either.

I had emailed with an explanation of what had occurred, and asked if I could get a refund so that I could just purchase a replacement. Within two hours of sending my email, an assistant from his office called me to arrange sending me a replacement. I was really impressed. I honestly figured I would just have to wait until the repair depot opened again, because I didn’t think I would hear back about my email.

Then a month or so later I got a call from the repair depot asking what address I’d like my repaired laptop sent to, since it was supposed to be sent back to the store for pickup (but stores were closed.) So I guess the right hand knoweth not what the left hand doeth in that case, because the person on the phone from repairs was pretty confused when I said no thanks.