Another video from Rossman whining about Apple’s supposed rampant failures, I’m shocked...
His entire business is built around servicing machines that Apple, for various reasons, won’t service, or that the customer doesn’t want to pay Apple’s repair price for. (And it’s great that he offers this option.) That said, he doesn’t see the millions of Apple devices that never fail. He doesn’t acknowledge the high percentage of the time that Apple’s own customer service
does do right by the customer, never mind when they go above and beyond sometimes.
Surveys consistently show Apple’s product reliability to be above average, and customer satisfaction (which is of course a result not only of the devices themselves, but how Apple handles failures if they do occur) to be at the front of the pack, year after year after year. So even with the occasional exception, the overwhelming majority of customers are very happy.
Listening to Rossman, you’d think that every Apple product sold was doomed to premature failure. But if that were actually true, it would be reflected in the statistics, and it’s just not.
The Apple haters will of course dismiss it as “the crApple Sheep cult members will do anything Apple says”, but that’s a cheap cop-out that simply exposes the fact that they don’t understand the true reasons people buy Apple products, and by extension the fact that they can’t explain Apple’s success. Brand affinity explains some, but decidedly not the only, reason for choosing Apple. What keeps customers coming back is that the products largely work as expected, are easy for non-engineers to use, and prove reliable, both in intrinsic reliability, but also in recovery from failure. (If your Apple product fails and must be replaced, provided you’ve used the built-in backup features, you’re up and running on a replacement unit within hours, with all apps, data, and settings exactly as you left them, compared to days or longer re-configuring a competing product.) Investment in the ecosystem (especially software) is a factor, too (just as it is for anyone who’s used any platform for a while).
In a nutshell, no matter what the Apple haters say, the proof is in the pudding: Apple customers keep coming back. There is no coercion, no religion, no cult. Just a large group of largely satisfied customers. A self-selected minority of exceptions doesn’t disprove the overall picture.