To be fair what PC company does not have horror stories when it comes to customer service? The only exception I've personally experienced is Dell enterprise support, but that's a far reach from what any consumer will have.
It does seem like Macbook Pros have been on the decline. But this new Mac Pro feels like Apple turning back to the workstation use case anymore, especially with a quad-GPU option. I'm hoping the departure of Jony Ive will turn the Macbook Pros back in the right direction.