Over the past year I have bought two computers and several accessories at the Mac Ranch. Your store is comfortable and has good products. However, I have found the customer service to be very disappointing. It seems like each time I am there, the sales person I talk with will help out and then drift away to somebody else never to be communicated with again. This is particularly difficult with Caleb steps in, because he is just not focused. I feel like the sales people, Bill as an exception, are always looking over my shoulder for the next person or task.
When you did repair work on my wife's computer last fall, it came back with a "new" keyboard, but it was clearly a used keyboard. It is an old PowerBook. Still, when we asked about this, the person said that they would have let us know that it was a used keyboard. (Crusty dirt on the keys is generally a sure sign that a keyboard is not new.)
I want you to succeed. I want to buy local. But it is really hard to go into the Mac Ranch because I never feel like I am going to get good service. As another example, last year I went in to pick up a computer that was ready. It took me 45 minutes to get the attention of the person who could then reach under the desk and hand me the computer. Yikes.
Location makes it work to go to the Mac Ranch. If I compare the service to other places, the Mac Ranch is far below average.
Sorry for the hard feedback, but I hope you will be able to use it to make things better.