Apple is probably the only company that comes to mind when I try to think of positive customer service experiences. Even when my apple care expired they still helped me.
My MBP is now 6 years old, still trying to get my employer to replace it. The only problems I had were the HDD going bad (I replaced it with SSD) and the trackpad no longer works (i spilled a drink on it once or twice). I also dropped is in the street a couple times which could have contributed to the HDD failure.
Overall I've never owned any other devices this long with continuous use. With all that being said they are going to need to change their approach on this issue or they risk damaging that support reputation.
I've had very good experiences with Dell both in Japan and Poland.
[Japan] One day the fan of my Latitude started making a clicking noise so I called the service, scheduled a visit for the next Saturday and got the fan replaced, even though the noise didn't occur when the serviceman was testing it. In the process of replacing the fan he noticed my case is missing two rubber feet and promised to send me a replacement. A week later I got a whole bottom part of the case in mail.
[Poland] My dad had some problems with BSODs on his Vostro and after a bit of back and forth with the service they replaced the whole motherboard for him. Almost 3 years into warranty, 1 month before it expired.
If I ever decide to go back to Windows or Linux I'm going with Dell and their NBD warranty.
I've had pretty great repair service from Lenovo in January of this year, and with Acer in 2013. Both are for devices I purchased as a private consumer, not as a big contract corporate client.
I've had some terrible experience with Lenovo around 2010, so this may be hit or miss, but Apple is certainly not the only company that can provide decent service.
My MBP is now 6 years old, still trying to get my employer to replace it. The only problems I had were the HDD going bad (I replaced it with SSD) and the trackpad no longer works (i spilled a drink on it once or twice). I also dropped is in the street a couple times which could have contributed to the HDD failure.
Overall I've never owned any other devices this long with continuous use. With all that being said they are going to need to change their approach on this issue or they risk damaging that support reputation.