i don't think that is it at all (Score 1)

I have had great experiences with apple care for my business. I had an old laptop that was no longer under warranty go in for a screen replacement. They had it for over a month, which was frustrating, but in the end they sent me a new macbook pro for the cost of the repair. Now mind you, I did have to wait almost a month, but I always got phone calls and updates and they did send me a loaner while waiting for replacement. I was working with a supervisor, which probably did help The thing is they have processes you have to go through to get to what you need from them, just like any other company. They don't have the market share to be as quick and efficient as a Dell, but for what they have to work with, they do pretty well in my book.