Is it just Apple UK? Or is the quality of Apple service degrading locally?
I have been using a Mac for nearly 5 years now. In that time, I have had cause to call Apple for help only a few times. Each time I have called them for help, they have gone out of their way to keep me going - especially when my old Powerbook failed in November 2005, when the manager of the Valley Fair Apple Store was overwhelmingly helpful and accommodating, way beyond what was required of him. Today, seeking support at a Genius bar in the UK for the first time, I met my first Apple jobsworth and I'm furious.
The problem is that the display is gradually failing on my Powerbook G4. I have Applecare, so I'm entitled to service. But the guy I spoke today took each opportunity presented him to be negative, and ultimately found a way to choose to interpret a clause in the Applecare terms to deny me repair service.
I'll stop there (at least until I am no longer furious). However, I'm wondering whether this is a UK effect or whether it represents a general downward gradient - I have noticed a similar difference in service attitude between, for example, Avis in the US and the UK, so it may just be I should stick to Apple US for service.