Speaking of bad experiences, Tim Cook has recently gone on record talking about how Apple treats specification checklists and why people buy products:
“In the PC industry over the years, the way that companies competed were in two things: specs and price. People would say, 'I've got the largest drive,' or 'I've got the most megapixels.' The truth is that customers want a great experience and quality—they want that 'a-ha' moment,” Cook said. “These [specifications] are things that technology companies invent because they can't have a great experience, so they talk about the specs of something. […] The customer experience is always broader than that which can be defined by a simple number.”
Jacqui Cheng wrote that article and it’s all worth a read. She covers everything Tim said at the Goldman Sachs Technology Conference last week.