Earlier quoted context omitted.
The generosity of Apple's support during Steve's era was unparalleled. It created a great deal of goodwill for the company within the iPhone/Mac community. Like you said, supports now is delayed, difficult, rigid, and merciless. Somewhere along the line, Apple forgot that its retail stores and support were products in and of themselves.
They also grew exponentially and started serving everyone, not just technophiles. Support at such a large scale is an interesting problem. The apple store in my city always has lines out the door and the store is huge. They probably have to handle everything from broken devices to general troubleshooting, and for everyone from tech empathetic individuals to ludites, old people to young, and reasonable to agressive an…
The user group that was technical was a relatively late demographic. But Macs were always (well, since my memories in 90's) targeted towards this odd trifecta of the media production crowd (high-dollar professionals and aspiring high-dollar creators), academics, and grandparents (people with money who just wanted things to 'work'). Still seems that way to me, I guess. The closed nature of the hardware and the traditional lack of servicing to people who wanted to "break" things even on the software front was always a bit off-putting to technophiles until relatively recently (2013-2020ish?), but I might say there was a bit of a blind eye towards the faults in light of the awesome advantages. The fading appeal is likely just a more honest assessment of the platform/ecosystem in light of improving options (linux from the factory with working drivers, WSL). I mean, thank God for Apple driving quality in hardware and software. Maybe that's what you meant by technophiles - those with a love of what technology can be in its most refined and integrated sense, rather than the nerds who love to tear shit apart and improve it.
Phones, on the other hand, are an everybody thing, but that broad appeal goes back even to the first iPhone at the turn of the century to my memory. Ever since Apple has had stores, I think the phone/ipad/accessory/gadget crowd has been an ever-present customer.
Just my opinions, worth what you paid for 'em.