I am not saying the mac isn't good at filling that niche, just that people who really don't care about computers also don't care if it's a mac, and will probably be fine with any recent default configuration machine from a major maker.
PS: > bring your Mac to the next Apple Store
You need an Apple Store. In my experience people have come to terms with shipping devices and waiting for repairs. Cloud sync helps a lot in that respect, as keeping another computer around has become decently manageable.
And if I did that, they'd also come back with that DELL - and then I'd be stuck doing tech support for them for however long the thing lasts. I cannot begin to count the number of times they've gone and bought some junk computer that they got upsold on.
This is not an experience unique to me, either. The non-Apple laptop segment is (mostly) a broken experience in comparison.
I stopped doing tech support for family members using Windows. THAT was the main reason they changed to Mac. And now, hardly do any support for them at all.
It isn't close to an apple device in terms of materials or performance, but at a tenth of the cost of a pro it makes a lot of sense.