As someone who interacts a lot with customer support on many levels across industries, I assert your friend was lucky to get someone who genuinely cared. Howeve

As someone who interacts a lot with customer support on many levels across industries, I assert your friend was lucky to get someone who genuinely cared. However extrapolating this attitude to general company behaviour would be a mistake. In current state of affairs support largely relies on individuals who are knowledgeable and capable. Those are 1% by most optimistic expectations. Everyone else is giving BS responses just to get you off the line. Apple is no different - in my recent case support was little bit less that terrible. Sometimes I think what happens when those people eventually leave and new generation will take their place. Would be a sad state of affairs.