Nothing is worse than dealing with customer service. Regardless of the reason it almost always feels like an interrogation. Sure, the product is under warranty, but for reasons unknown you feel the need to justify why your issue should be covered. Amazingly, this was not the case when I dealt with Apple.
A day doesn't go by where I don't read someone proclaim that Apple will fail if they aren't more open. That the Macintosh is doomed if Apple doesn't allow third-party manufacturers the right to create licensed Mac clones. That the App Store should not be the only place where iOS device users can download software without first needing to jailbreak their devices. You needn't look any further than the success of the iPod, iPhone and iPad to see how closed actually works well in Apple's favor.