Tech Support Rating: Apple, Dell, Lenovo Top List
Consumer Reports surveyed over 7,000 of its readers and declared its list of companies that provided the overall most satisfactory tech support for laptop and desktop computers.
While many Tom's Hardware readers are used to doing their own troubleshooting and support of their own computers, the quality of post-sale support is often a huge differentiator between a good computer experience and a bad one.
Consumer Reports, an independent and non-profit publication, released its latest ratings for computer tech support for laptops and desktops. The magazine's findings were based on an annual survey of over 7,000 desktop- and laptop-owning subscribers to Consumer Reports from January 2009 to January 2010.
Respondents were asked to review a manufacturer's ability to solve their problems, the communication and knowledge of phone support staff, how long they were placed on hold, and the quality of the company's online support.
Based on responses from owners of 3,685 laptop computers, Apple scored 86 points out of 100. Second place Lenovo earned a 63; third place Toshiba had 60; fourth place Dell has a 56; and HP/Compaq has a 53. Trailing far behind was Acer/Gateway/eMachines with 39.
The running selection for desktop brands was narrower with only four brands. Based on responses from owners of 3,711 desktop computers, Apple took top spot at 87 points out of 100. Dell scored 55 for second place; HP/Compaq scored 53 for third; and Acer/Gateway/eMachines grabbed another 39.
Read more about the rankings from Consumer Reports.
Dell, you have GOT to loosen up. You are not Apple.
I think Apple should get points off for their weak 90 day free phone support.
CR generally just sticks with the mainstream. I don't think Asus was reviewed. Anyone got their last Gadgets Magazine?
Does anyone subscribe to them and have more numbers?
The stereotypical Apple customers are a lot more rabidly supportive of Apple as a company and will give Apple higher praise than, say, an owner of a Laptop from a different company.
Asking loyal Apple customers to rate Apples support is like asking priests to rate their religion. Some will give a frank appraisal, but most love what they've bought into and won't knock it when asked questions by a stranger.
There usually isn't a need to use their tech support.
You don't think there are people like that regarding pcs?
- Rajesh, Zoho Corp
id give myself a 10..lol
The free support only applies to non-fix related calls. Hardware warranty support calls are still covered for the full year, with or without Apple Care.
What you're essentially saying is Apple is the only company that offers a 90 day "question and answer support line" for 90 days while the others don;t offer that at all. You can call apple for "how do I..." questions for the first 90 days, whether or not you actually have a problem. And text chat for doing so is always free, as is making an appointment at an apple store to talk to a genius. The others offer no such help (if it ain't broke, don't call us" mentalities.)