People are people
My team manages upwards of 1000 Apples, iMacs, Macbook airs, both 13 and 11", and have been doing so for over 10 years. We manage repairs w\external company. I can say from experience it comes down to the user or misuser when it comes to physical damage, Apple is a superior hardware. We purposely stay away from the gimmicky looking releases, touch bar? NO thanks. Our repair partner notifies us if any of our fleet is in recall, and if repairs are under warranty. When it comes to buggy OS, I feel when it happens now, as the new OS is much more buckled down and work arounds are not always easy.