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> I spent many years on the Genius Bar (back in the PowerPC and early Intel days) and, in almost, every interaction, the device was to blame - as far as the customer was concerned.

Selection bias. The people coming to the genius bar obviously think there's something wrong with the computer.

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yes, selection bias but the fact that he had a constant stream of people thinking that proves the point that many folks just don't have a freaking clue about how computers work or what's responsible for what.

No one is disputing that there are many people like that; the question is, how many in relation to more savvy customers, and whether this amount is in any way significant for the company.

To build on and adjust that: you actually want to compare how vocal the people like that are.

Since tech-savvy folks tend not to contact support, I'd wager this would've been viewed as significant.

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