Interesting that you pick the two most expensive tool companies. I think this article is more like comparing Snap-On to Craftsman. I like Snap-on tools but I can get something very much like it in Craftsman for about a third the price - just like the Apple/Generic laptop difference.
Raybbr: "I like Snap-on tools but I can get something very much like it in Craftsman for about a third the price - just like the Apple/Generic laptop difference."
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Mazda77 is probably closer: If you hand a broken Craftsman tool -- no matter how old or where you got it -- to a Sears hardware salesman, he will grab a new one and give it to you. That is a lot like Apple support.
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Fresh in-my mind Apple support story:
Earlier this week, I noticed that the battery in my MacBook Pro (purchased Mar 08) had begun to swell. Online forum checks revealed there was a ca '08 problem with a small batch of batteries; I apparently had a "late bloomer".
Logged into Apple support's online "Fast Track"; it recognized me by name, and indicated I had failed to register the $299 three-year AppleCare extended warranty I had purchased (with the MBP) nearly three years ago, and opened a registration page -- which asked for proof of purchase.
The webform page provided a way to attach files (like e-mail), so I supplied a PDF of my '08 invoice, a screenshot of my System Profile (with machine S/N & battery usage history) and a scan of my AppleCare registration card (with number).
There must have been a human monitoring that screen, because the website responded almost immediately with an 800 phone number.
"Michael", who answered, said,
"Yep, that sounds like one of that old batch of bad batteries. Is your shipping address still XXXX? OK, a new battery is on its way. You didn't need AppleCare for that, but I'll transfer you to "Mariyah", so she can help you complete your AppleCare registration..."
"Mariyah" finished the registration and then said,
That "AppleCare" coverage has less than a month left on it. You didn't get the three years of coverage you paid for. I'd like to send you a refund check for the entire $299 you paid for that "AppleCare" coverage you didn't get to use..."
Whoa!! I screwed up and failed to register the warranty -- and Apple not only sends me a free $129 ($115 aftermarket) replacement for my three-year old "smart" battery -- but voluntarily refunds the $299 I paid for the "AppleCare" warranty!
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Let's see HP or Sears or Matco (or name your favorite Windows PC supplier) top that for service!!
No wonder we Mac owners have " a cult-like loyalty to Apple"...