Great article, John, that unfortunately echoes my own experience. This is an unnecessary blind spot for Apple. They manage to deliver a premium product on just about every front, except service and support. It should be a given the that premium price paid for Apple products is accompanied by premium service, yet time and again, it isn’t.
I find it a little tragic that Apple is putting $1Billion into creating “original content”, something they have typically been lousy at, instead of fixing the service and support ecosystem for their hardware, hardware that they continue to be quite good at making.
If the choice was between “Planet of the Apps” or decent service and support, I know which one I’d take.