I used to swear by thinkpads - The design, build quality, trackpoint, etc - but, they've recently switched keyboard styles... Their old keyboards were the best laptop keyboards I've ever used by far, I won't be rushing back.
I don't think Apple's support is any better or worse than all the major manufacturers, but it is more inconvenient.
If I buy a product that breaks, I expect it to be replaced quickly. Apple's preference about bringing devices into a store, only to then be sent off isn't ideal.
Last support call I had at home was for a 24" Dell Screen I bought off ebay. The power button became a little sticky - after 10mins on the phone, the next day a man showed up with a brand new screen, waited around till I unpacked and tried it and took the old one away. This is exactly the sort of service I expect from any company (and usually what I receive), there's little to improve on.
I'm glad to hear you had a good experience with field service of a Dell product. I bought Dell CompleteCare a couple of times and while I never needed it, I heard it worked well. For me the deal breaker was having to deal with either Windows or Linux. Once I tried a Mac, I realized I'd had enough non OSX operating systems. Sure I keep a Linux box or two around and I can fire up Windows XP or 7 a couple of times a year in a virtualbox when I really need to but for everyday use I prefer my Macbook Pro.
In all fairness, I must admit that some of Apple's repair options aren't very convenient but I live less than 5 miles from an Apple store, so it's good enough for me.
Until recently, I had a 4 year old Macbook. It was acting up and I wanted Apple to take a look at it. I made a Genius Bar appointment and went in. They plugged in a network cable and booted it from one of their in-store "stock" boot images, thereby proving the problem was either with my software load or with the SSD drive I had installed. I returned the SSD and all my problems went away.
My son's Macbook Pro got something spilled on the keyboard in the dorm/frat house/at a party/who knows. He went several months typing on it with crunching sounds for almost every keystroke and borrowed a bt keyboard from me to get him through till the end of the semester. When he came home we took it to the Apple store. I expected them to give us a load of grief about the spill but they fixed it as a courtesy under AppleCare, despite the fact accidental damage is normally not covered. We got the thing back and all his files were still on it. The logic board had been replaced which would have been close to a $900 repair.
I've seen HP techs come out and swap hardware in the field as well so I know it's not just Dell that does this. But neither Dell nor HP will provide free service on a 4 year old machine or provide repair for accidental damage at no cost. Apple isn't perfect but they are closer to perfect than their competition for their industrial design, software, reliability and customer service.