I too have had good experiences with Apple support. Only this year I took in an older macbook that had developed a screen fault and they replaced the screen for free without me even asking. I presumed it would cost. But it was part of the batch that had the faulty screens they had a repair scheme for. Technically the scheme had ended I believe, but they still did it for free.

But I’m afraid that doesn’t balance with the 9 months or so this experience has been.

Someone else made the point in another comment that they’ve had their faulty Microsoft Surface replaced — a new one shipped out — over the phone. Now that’s good service.