I’ve posted before regarding the difficulty we’ve faced when needing service, tech support, or parts for our Macs. With time and experience I think we’re learning to cope better, but Apple’s service still isn’t remotely comparable to Dell’s. We pay hundreds for AppleCare, yet it doesn’t include on-site service like we get bundled at no extra charge with our Dells. This is definitely a reason it’s hard for us to love Apple, but I think it’s not the biggest reason.
Earlier this week Robert Scoble gave a great answer to this question: Apple over-promises and under-delivers. In reality, I think Apple probably delivers as well or nearly as well as any top-tier computer company. The problem is that it promises so much more. The arrogance is what sticks in my craw. If they were to compete humbly, recognizing their shortcomings and working hard to overcome them, they would earn my respect and I’d be likely to cut them some slack. As it is, every time we have a Mac issue, I’m freshly irritated by Apple’s consistent, brazen promise that their stuff never breaks. Thank you Scoble for articulating so well this nagging sense I’ve had for a long time. Now I know I’m not alone in that.