This. 💯 this.

Experience is *everything* for customers. If I pay $1000 for a product, I expect it to work. If I pay another $250 for AppleCare I expect you to fucking apologize if I ever need it and fix it.

I dropped my MacBook Pro. It was my bad. The trackpad went completely dead.

I took it to the Apple Store, and the “genius” opened it, said “Yep, that don’t work. Come back in a week and it’ll be fixed or there will be a new MacBook waiting.”

It was 11 months into the one year warranty. There was no fee.

If they could just manage to make that experience consistent, people would put up with so much shit just to keep the service. But nobody gets it right. r/Pixel is filled with Google Store horror stories and r/Apple is a great place to vent frustration.

Honestly, service alone is why I’m considering a Framework or System76 for my next PC. I need Windows and will install it regardless, but being treated like shit gets old. I’ve gotten lucky so far.