QOTD: How Important is Good Tech Support?

Yesterday we saw Laptop Magazine's test of the tech support offered by various computer manufacturers.

Apple scored top marks with its North American-based tech support workers, well put-together website and availability of the Genius Bar. Lenovo, Sony and Toshiba also did well with knowledgeable phone support.

The worst of the bunch were Acer, Dell and HP, which were plagued with long hold times and/or tech help that wasn't very helpful at all.

The interesting thing to notice is that Acer, Dell and HP are the top computer sellers, leading us to believe that quality tech support may not be exactly correlated with the top selling computers.

Perhaps the reason is because the likes of Acer, Dell and HP sell so many machines that its tech support can't keep up, or there's something else to it. We're curious, and we want to hear from you.

So our question of the day is: how important is tech support to you when you are making computer buying decisions?

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113 comments
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    Top Comments
  • Flying Sq
    Almost never important, all I need is some online support, and a return system. I really don't need support unless a part is faulty, shorts, etc. Then it's only for a refund or replacement.
    24
  • pcxt21
    Honestly the forums here on Tom's as well as the rest of the internet are more helpful to me than any telephone tech support ever was. As long as a company's RMA service if functional, I really don't care about there telephone help line.
    23
  • Anonymous
    i have used tech support once for a printer and they didn't fix my problem. That being said... 99.9% of the products i have own have not required real tech support. I just end up googleing the error message and always find my own fix. Bottom line, its not important.
    19
  • Other Comments
  • doomtomb
    Very important if the staff is actually knowledgeable.
    4
  • falchard
    They have to know their way around a server. I already know the basic PC stuff, I don't need someone to regurgitate it for me. Servers though I am not knowledgable in.
    0
  • Flying Sq
    Almost never important, all I need is some online support, and a return system. I really don't need support unless a part is faulty, shorts, etc. Then it's only for a refund or replacement.
    24