Apple products are indeed serviceable. It’s not always easy, but that doesn’t mean it’s impossible. Many claim you can’t replace iPhone batteries, but I’ve done it multiple times. Apple can open a late model MacBook /Pro and replace the keyboard, screen, battery, speakers, ports, logic board, etc. Whether they elect to do so might come down to something as simple as “hey, your repair will take 1-2 weeks to troubshoot and get parts, or you can just swap it out for one we have in stock today. We can transfer your files and settings over and send you on your way.” That seems like a customer service win to me.
Honestly, customer service is quite variable, and most companies respond differently depending on the situation. A part of my job involves customer service, and the way I respond often depends on how the customer is behaving. Some customers can’t communicate well or misunderstand what my company does, others lie compulsively or get belligerent to try to force my hand. Some go to social media, the news, or a lawyer when they don’t like what they hear and claim they got crapped on by the company that they just tried to get one over on. I deal with enough of it that I take any of these customer experience stories with a big grain of salt.
