I think official Apple often gets a pass on things because the good folks at the Genius Bars find us suffers workarounds. I was having great trouble moving an account from one system to another, typically easy with a FireWire cable and the Migration Assistant. The old computer just wouldn't show up as a target disk on the new system.

I stopped by the Genius Bar and they fixed the problem in a flash. BTW, there were still lines in front of the Apple Store here in Sacramento to buy the iPhone when I stopped by and that was only last week.

I do agree that Apple needs to get its act together or it will lose terrifically from the current expansion. They have a real opportunity and seem to be blowing it. Their HR department isn't very pleasant either. I applied for a job at Apple and can't get anyone to respond even to say "not interested." I feel like I dropped things into a black hole, even after I was interviewed.

Perhaps Apple does better when it isn't so successful.

That's a good point; good experiences at the Genius Bar have certainly turned my tech nightmares around.

Another issue is the competition. Farhad compared Apple's response to computer problems with responses at Netflix and Google. But neither of those companies make computers (or music players). The competition is Dell, Compaq, etc., and their customer service is generally a wait-on-hold-forever nightmare.

Another round of Apple-hating at Slate. I know Microsoft doesn't own them anymore, but the stench of inferiority and bitterness lingers like a stale fart.

The Genius Bar is incredible. They helped me add password security to my wireless network at home, after I'd tired of providing Internet to half the neighborhood. My laptop is four years old and long past its warranty. Didn't matter.

And when that laptop had problems--a hard drive crash that I caused by dropping it twice, a screen that flickered and died due to a loose connection--the warranty ensured that it was overnighted to California and returned to me completely fixed in less than a day. Often with stuff I didn't even ask for, like a new logic board and a brand new keyboard.

So keep hating, Slate. Apple's a company run by flawed human beings. But as long as they make great products, they'll get my support, and my money.

Apple hate? Are we reading the same slate?

Well, you aren't, kind of: <link>

I have also had good service at the Genius Bar (iPhone replaced twice after it mysteriously stopped working each time). But, in addition to the iPhone problems, I have also had serious mechanical problems with a new iPod (hard drive stopped) and Powerbook (optical drive not functional). In both instances (before there was an Apple store near me), I was able to get replacement units after sending them to Apple, but this meant a period of a couple weeks without these items. When my Apple products work, I am generally very happy with them, but, judging from my experience, they have serious problems with quality control.

Their customer service by telephone was also pretty atrocious. The rep accused me of breaking the optical drive on my brand new laptop, and also lied to me about his location (definitely not in the US) and what my options were for repair or replacement. They need to follow Netflix and get reps who know what they are doing and will try to be helpful.

I haven't noticed any anti-Apple bias at Slate and my screen name, MacAdvisor, should tell you were I stand on Apple's products. Also, poor Farhad Manjoo has some deranged anti-fan that followed him from Salon calling him an Apple Fanboy, (a charge I disagree with, I find Manjoo's reporting solid and objective), so I don't think the anti-Apple bias charge is sustainable. Moreover, I think articles that bring out problems at Apple are in Apple's interest. Steve Jobs is not known for taking kindly to disagreement (he's fired people in elevators for not describing their jobs in ways he approves of is one of the rumors), so outside criticism is about the only way for the management to bring faults to the foreground for repair. Saying Apple can and should do better has an underlying faith in the company to do more. That is a compliment. A friend commented on the Genius Bar that owning Apple products is a bit like being gay: you're better off in a large city.