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To be clear, Apple's Support has its fair share of drawbacks and always had — I've been their customer since the mid-80s, there never was a magical period where they were perfect ;) — but what matters (to me, at least) is that while the product is under warranty a customer doesn't have to worry too much on average (because, once again, there will be cases where support will fail the customer).
Outside of warranty, that's an other story but then the real issue is in the way Apple designs its machines to not be upgradable or not easily fixable, if at all. That's the real shame and that should be outlawed.