Different Approaches

Christopher Hitz on one customer's experience trying to get a refund from Dell:

After months of e-mails and calls, after hours of wholly unnecessary typing and talking, Mr. Golden is finally getting what should have been given to him — and nothing more — long ago, and without all the irritations. And Dell is expecting joy.

I've spoken with Apple support (on the phone and in-person) a handful of times. Every time they were very helpful. They fixed it, replaced it, or couriered a new one immediately each time. I didn't have to send anything in, or follow-up with anyone, or do some sort of dancing incantation. They resolved the situation immediately and effectively. That's why Apple tops customer satisfaction rankings constantly.