The problem is that anecdotes are not data. On the internet Apple stores are ‘famous’ for giving people the newest model MacBook Pro or iPhone in trade for an old model because their old model has some obscure specific problem that can’t readily be fixed. Or someone has had their crackedscreen replaced free of charge. However, 99% of these things happen only in US Apple stores. Geniuses in the Apple stores in Europe would laugh you out of the store if you asked for similar treatment, and would’ve told you to just wait for a few days until the replacement part / device has arrived. This leads to contentious discussions and flame wars about Apple having alternatively crap or amazing service. The same is probably true for the majority of manufacturers: some people get amazing service whilst others get dicked around. Sometimes it depends on geography. Sometimes the customer service agent was grumpy (or happy!) that day. You simply cannot base your purchase on these stories.