I'll say one thing for Apple staff....
...ask 'em a technical question about a product, and they don't start reading off the box. Admittedly, there aren't any, so maybe that is the solution for other retailers?
Yes PC World, I'm looking at you.
Oh, and while I'm on, my theory is that disappointed apple customers tend to get extra pissy because they believe that the shiny kit is not just rather more reliable than average, but is guaranteed to be snafu free. They are actively encouraged in that belief, so who can blame them? Apple just has to man up and deliver support that closes the gap between reality and expectation.