As Apple has become more popular, it seems that the reports of bad service have been on the rise. This makes sense--if you increase market share, more people will be upset. However I have friends who have experienced extremely bad service.

My G5 iMac has had its mainboard replaced once and until today its power supply once, both covered under Apple Care. A few days ago, my iMac started spontaneously shutting off in an un-ceremonious way. I'd be in the middle of something, and the screen would just go dark. Then two days ago, it just STOPPED powering up entirely. This is just the same behaviour as I had seen when the first power supply went bad. I sighed and set up a Genius Bar appointment for today over lunch. Because Apple Care on this computer had expired and because the power supply was over 90 days old and I really wanted my computer back up and running with the least fuss I was resigned to the following:

1. I am going to have to buy the part
2. I am going to have to pay for labour
3. I am going to have to wait 10 days + to get my computer back

I went into Apple Store and sat down to wait for my turn braced for a miserable experience. I was called up a full 10 minutes earlier than my appointment time. Then the events kind of blew me away.

1. The Genius Bar guy automatically assumed that I was 100% correct in my assessment that the power supply was bad. No stupid questions and no wasting time with un-needed diagnostics.
2. He told me that the replacement would be $160 including labour. I agreed to just get it replaced.
3. While the case was open, he offered to take it back and vacuum the inside.
4. He quietly told me that he had the part we needed and that he was going to, "Break the Rules" by just doing the installation right there and then. Otherwise I would be waiting for at least 10 days to get the computer back.
5. Then the bill was $80 less than he quoted. He said, "How careless of me, I forgot to put labour into the bill. Oh well, you don't mind do you?"

Inside of an half hour my computer was back up and running. I left as a very happy customer.

Apple, return to your roots! Make this kind of customer service experience the norm not the exception. I promise it will pay off.