An actual conversation that I overheard at the Genius Bar at the Apple Store on the weekend:
Apple Genius: "I'm going to be honest with you, I have no idea what's wrong with your iPhone. I've never seen anything like this before. The bad news is that you're 2 months past your warranty. But I can tell that you take really good care of it and that this isn't because of something you did so I'm going to give you a new iPhone."
Perplexed Couple: "Thank you so much!"
Can you imagine ever having that type of conversation with Microsoft?