I dunno. I'm sure there are people who have bad experiences, but I've always had good experiences getting Apple hardware fixed with and without Apple Care. It's one of the reasons I've used Apple hardware for so long. Maybe my experiences are routinely good because I live near an Apple store and only deal with people in person?
I understand that ANY corporation that has enough customers will have some of the customers unhappy, treated in error, etc. There is always possibility for bad employees, mistakes, missteps, etc.
What I look at is the apparent policy of the company. Claiming shipment of refurbished touchscreens (https://www.vice.com/en_us/article/9kxzpy/apple-is-still-try...) or waiting for huge number of customers cry out loud for a long time to even acknowledge a problem is a policy problem.
