The challenges with hardware and Apple

So I realize that people have a TON of issues with connecting devices, software malfunctions, etc. For example, I have almost never been able to hook up ethernet to my Mac (wifi is easy, but not ethernet, not sure why...) But I have had several calls with Apple customer support, and I have to say, they have been some of the rudest people. For example, when you don't have your install disk, you cannot install a portion of the software you meant to get, but forgot to...Or that no one can tell you on the chat service if your version is Not For Resale or just the "Academic" version. What is funny is that you lose the opportunity to build brand loyalty here. (There is a long rant about Amex and their car rental policy, which is why I refuse to use them now). It hurts you in the long-term, and yet people do not think on that level. But of course it opens up the door for places like Geek Squad. Then the service determines the hardware you buy. So the hardware companies need to be careful, since all that is keeping most people from switching is the software to enable them to easily switch (and that is much easier to build than the hardware...)