Everyone’s experience is bound to be different, so I don’t think you can read too much into an isolated incident, particularly one that’s being reported in the media. You only have to consider all the awards that O2 has traditionally received for its high levels of customer service, which are often at odds with many of the comments that are posted here.
I may have been one of the fortunate ones, but I’ve only ever had positive experiences from the Genius Bar. I’d never rule out a return to Android, but for the phones that I tend to be interested in, it would probably mean dealing with the manufacturer directly, and the lack of a physical store is often a downside when you encounter issues, and inconvenient if you have to return the device. If Google for example, are serious about selling hardware, then they need more of a presence on the high street.
