Here's a recent example that proves the point of my essay the other day: I have been having issues with my iPhone's battery use and took it to the Genius bar at the local Apple store. The guy checked the battery and its health was fine; he suggested that it might be some issues with the software and how it was interacting with the battery and that I would have to restore as if the phone was new and then add back my apps and information. So, I went home and backed up my pictures and items I wanted to save. I hit 'Restore' and the iPhone was wiped and returned to pristine condition.
I then needed to put back the Apps and information I had, but in the meantime, my mobile applications folder had all sorts of duplicates/triplicates of some apps and was a real mess. So, while in the area I walked into the store and casually talked to some of those blue-shirted people standing around, trying to be helpful. They were: I could safely delete the Mobile Applications folder in iTunes [it's in the iTunes Media folder on the computer] and I could then go to my account in the iTunes Store and go to Apps and download any or all of previously purchased apps and they'd be reinstalled on my iPhone. I did, and they are. Sure, it's a bit of a hassle but so is taking my car to the dealer or calling for some appliance repair service. This was all free help, it was meant to get me back up and running - and to facilitate me being the one who fixes and controls my iPhone, empowering me.
Certainly, not for everyone. But a reminder to me of why the Apple Experience is so positive.
