I have been a committed Apple owner since the MacPlus (way back in the day). Until recently, I thought I would always be an Apple user, but perhaps not. It may be that as the company grows and get more of the market share, customer service will pay the price.
I recently took my iMac in for a problem (pinkish snow on screen) that has been occurring since I bought it. They told men it was a failing hard drive and that I needed to replace the hard drive. I did (about $270).
The problem occurred a day after I took it home. So, I took the computer back in. I was told I would be called the next day. I was not. In fact, I was not called for a few days, so I finally called them (which by the way, to reach a person at the store requires a minimum of 15 minute wait). I was told, "the tech says they were swamped and will get back to you tomorrow". Tomorrow came and went...nothing. I called again about a week later and (after waiting another 15 minutes) was told again that I would be called "tomorrow".
Two days later I was called and they said that it was the video card in the logic board and that would be about $600. I asked if, given the fact that the problem existed from the time I first bought it, if it could be that it was a lemon. That didn't get me very far... probably because it was an Apple! (LOL).
The tech went on to say that as it was an old computer (I had it for 4 years), he would "just buy a new one".
(I wonder if they will give me my money back for the "failing hard drive" that turned out to be NOT the problem. Any bets, anyone?)