Is Consumer Customer Service Dead or Just on Hiatus?

For many years Apple was considered the bellwether of consumer customer service in the tech industry.  I can remember going to the Apple Store Genius Bar few years ago with my son's shattered iPhone 4 - you know the one that has a glass front and back - that he have saved for several months to buy.  The friendly Genius Bar rep responded "no problem sir I can see that this is the first time that you have brought this phone in for service, I can replace it at no charge".  Outstanding customer service, I spent the next several months extolling the virtues of Apple's Customer Service.  I also ended up buying several additional Apple products over the next few of years.  Fast forward a couple of years, I visited the Genius Bar with my son's shattered iPod Touch, the one he was about to sell to buy the 5th gen Touch, "we can replace your son's damaged, under warranty, Touch for $100".  I know, all good things must come to an end.  In my previous post I mentioned the outstanding way that Microsoft handled the Windows 8 / Surface Launch, in fact I think I said it was the best launch party I have ever seen!  I had the occasion to visit the Microsoft Store yesterday due to a small defect that I had noticed with my Surface Touch Cover.  I was immediately greeted by a friendly, cheerful, brightly colored t-shirted Microsoft rep, say that 10 times fast - I dare you, after I explained my concern the brave, clean and reverend rep - wait I think I'm describing a Boy Scout, well anyway this rep took me to their leader, well actually their manager.  The manager looked ay my wounded Touch Cover and responded "no problem sir I can replace that for you, what color would you like and since you were our first customer to buy a Surface, here's a $25 gift card for your trouble".  Outstanding customer services, as I walked out of the Microsoft Store I chatted with several other friendly brightly colored t-shirted reps, asking me how I liked my Surface.  Now I know how Norm felt as he walked into Cheers everyday, I think I'm home...  Maybe customer service isn't dead.  Stay tuned for a future post - Is It Freaky Friday or has Microsoft Become More Apple than Apple?