I personally don't have and have never had a single apple product for myself. But there are 7 kids about me that use these products, i pod, i phone and laptops. - I gotta tell ya, those products get a bashing, beating, thrown, dropped, spilled upon, screen slapped hard down closed, and much more!
So, I think sometimes, some people unfortunately, do get a glitch and when the customer service is not up to scratch and problems occur, it doe slook bad. I see a few complaints on here about apple, but often the service warranties are not done by apple but by sub contractors, sound like you had a bad experience.
I honestly think overall for the millions and millions of products that Apple distribute, sell & maintain, there will be a few complaints. You can please some of the people most of the time, but you can definitely not ever please all of the people all of the time.
Anyhow, hope it all gets sorted.
Good luck :)