I haven't had to deal with the customer service because I haven't had any problems with it. I shattered the screen and called Asurion for my insurance claim ($200) and got my replacement the next day.
It is beyond that. HTC actually does a good job of supporting their handsets AFTER you buy it. Samsung sucks in the worst way in this regard. Basically, Samsung sucks you in with the big screen and big processors...and then abandons you post-sale with rare updates. (Some of their updates seem to take AWAY features rather than fix known problems!) Samsung took away hotspot on my nexus S with one of their "updates." My crappy radios have gotten zero help either from Google or Samsung.
In contrast, HTC provides timely updates and tries to keep their old phones relevant (as much as Google lets them).
For me, HTC provides the best Android service. Motorola makes the best cell reception smartphone. Samsung makes the best hardware.
The problem is that you cannot have all three in one phone or one company. THAT is the downfall of Android for me (and some folks i would imagine). HTC is slowly dying as Samsung outguns them in hardware technology and sales. Motorola is only hanging on via Google but again is outgunned by Samsung hardware and camera quality. Samsung has the big guns (e.g. big processors, big screens) to fight (and sales figures to back up their dominance), but with its ****ty customer service, piss-poor radios (absolutely worst in industry IMO), and non-existent aftersale support, they have pissed more than a few folks off as evidenced by poor customer return business.
When Google bought Moto, i had high hopes...and still do. The ONLY way that i will get back on Android bandwagon is if Google lets Motorola make the future Nexus phones. Samsung has proven repeatedly that they just don't care about radios (LTE, GPS, Wifi, and cell)...nor about software support aftersales.
Don't believe me? Those with Samsung Galaxy S3...see if you guys will get any updates beyond Jellybean. Jellybean is coming to you guys next month, right? If history repeats itself, then Jellybean is your last update for your phone. I am talking about official releases, not 3rd party stuff.
And this is frankly where Apple has exceeded. Apple may not make the biggest screens nor have the biggest processors, BUT they integrate software and hardware to the point that they are class-leading (or nearly so). They provide excellent customer service for the most part. They support their phones well beyond 2 year limit. (BTW, i consider 2 year limit to be critical because this is when most people upgrade their phones.) Their camera is top-notch among smartphones. And recently, their cell reception is spectacular with the external antenna design. (BTW, for those who don't know, the external antenna design is pure genius...the metal ring is both artistic and functional! Yes, iPhone 4 had the initial hiccup with the antenna but that was fixed with the verizon and subsequent version.) This is why Apple has such high customer loyalty and retention rate. (No, i did not care for Steve Job's arrogance...but i respect his vision.) No, it is not that we are "stuck" in their ecosystem because Android has their own ecosystem as well these days, easily rivaling Apple's. It is that Apple smartphones and tablets simply work very well and very reliably. No surprises. No crashes.
They work as advertised.
NOTE: i do NOT own a Mac nor iPad. I am a 100% PC user. But, you know what, i get Apple's vision. I understand their way of thinking.