MontyZ: You're right, but it doesn't matter.
No matter how poor the customer service gets (and with Dell, it's pretty awful - but some are even worse than them - scarily enough!), the majority of people will buy them anyway because of the price.
The problem I see Apple struggling with, ultimately, is the commoditization of computers. Back when Apple was a young company, the biggest challenge faced was getting someone to understand why the heck they'd ever want to own a computer in their house. We've come a long way since then. Nowdays, many people own 3 or 4 of the things - and even grandma and grandpa are learning to use email as one of their "retirement" projects.
You can go to practically any electronics/appliance store (Circuit City, Best Buy, etc.) and grab a complete computer system, ready to take home and plug in, for no more than $400-700 or so.
Apple has tried to hold the "high ground", promising a "better computing experience" and "superior customer service" - but only that 3% or 4% of buyers have really listened.
None of this means Apple is "doomed" or "dying". It just means they sell to a niche market, just as Rolls Royce sells to a niche market of car buyers. (I'm sure you can find Rolls Royce owners who would declare "I'd never buy anything but a Rolls again, after seeing how great this car really is!" ... but that wouldn't mean a thing to most car buyers.)
It also means as we move forward, Apple will have to find new ways to keep convincing the general public that they really do offer something superior. Updates to OS X have been the "cornerstone" of this, in my opinion. But so has embracing the lower end of the price scale with the Mac Mini. If the move to Intel helps further bring prices down - that too would put Apple in a better position, but I guess we'll have to wait and see.
Ultimately, Dell has nade it VERY clear that their focus is on moving as much quantity as possible and becoming the "Wal Mart" of computers and peripherals. Perfectly good business strategy - but makes them the exact opposite of a business like Apple.
MontyZ said:
It's funny how Apple has been in a "slow lingering death" for nearly it's entire existence. But you know what, Apple isn't dead and is doing very well. In fact, Microsoft is having a very hard time getting people to switch from Win2000 to XP. Gee, I wonder why?
As far as Dell goes, if you've ever had to deal with their horrid outsourced customer service, you'd realize it's not a company concerned with customer service anymore. It's truly awful and frustrating. I'll never buy anything from Dell ever again.