It is true I found the phone wait-time to even talk to a service representative to be rather long -- even when I got up early on a Sunday morning to call you precisely because I wanted to avoid horrendous wait-times. And, your hold music was unnaturally cheery.
It is also true that I question the necessity for the representative to gather the details of my operating system, the additional RAM we installed, and the password I use to install new software on my hard drive when I was calling about a broken hinge on my laptop. (I did not bring this up with the rep on the phone, though, because I imagine she had been trained to fill out every single entry on the intake form, and I didn't want to increase the next person's wait-time.)
The shipping box with which I was to return my laptop for repair arrived a day later than I was told it would. (And I am dying to know why the local "authorized Apple repair" shops are no longer allowed to work on iBooks.)
But, really, what I want to tell you, is this: I received the email late Thursday night saying that the repair had been completed and to allow 2 business days for the computer to be shipped back to me. And, the computer arrived Friday morning, ahead of the long weekend.
You guys are the best.
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sweet.
Hence one example of why Apple continues to garner top marks in customer service surveys. I have four Macs and one Dell PC. I will NEVER AGAIN purchase a Dell, even if I do ever purchase another Winderz PC. Contrast the service runaround I got from Dell on more than one occasion compared to the always helpful and responsive Apple customer service I get from Apple. Not to mention, there is no comparison between ordering online from Apple vs. from Dell. Apple just does it better.
YMMV, as always. I bought my laptop from Dell because when I went into the local Best Buy I still hadn't been waited on after more than an hour - so I gave my money to someone who wanted to sell me something. And just yesterday I spent more than 2 hours on the phone with the Verizon tech rep trying to find out why I suddenly could no longer get an IP address (and the endless recordings telling how going to their tech support web site were not helpful) - and in the end she put me on the line with a Dell tech who fixed the problem. I've had no problems with Dell at all.