apple has improved their customer service greatly over the last couple of years but many say they have a ways to go judging from this and other mac sites
...but at least they are getting better as opposed to getting worse
...as a former dell warranty tech in training from one of my mentors, i learned a lot about how a really ordinary pc company with a "normal" computer could reach the top through really aggresive sales, advertising, and A1 customer service
apple will also achieve this hopefully, it is just that dell has so much money and their presence in texas almost constitutes a silicon valley/v.2 in its own right!