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U.S. Mac users receive best support

updated 01:55 pm EDT, Mon May 8, 2006

Mac users get best support


A new report suggests that U.S. Mac users receive the best tech support compared to other free technical support systems. The Consumer Reports National Research Center found that only 55 percent of consumers who contacted technical support had their problem solved, drawing from surveys of 20,000 users with computer problems in the US, according to Macworld UK. Users said that most manufacturers provided "dismal" free tech support, with the exception of Apple's support for desktops/laptops and IBM's support for laptops. "Apple's support for desktops and laptops and IBM (Lenovo) for laptops. Apple solved 76 percent of survey respondents' problems, and IBM (Lenovo) solved 64 percent." Compaq was rated the worst free tech support, solving only 38 percent of desktop problems for respondents, while 15 percent of users with problems didn't even bother to contact the manufacturer's support due to negative previous experiences.


by MacNN Staff

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  1. dynsight

    Fresh-Faced Recruit

    Joined: May 2005

    0
    05/08, 02:42pm | report spam | Reply |

    Perspective

    ...and yet many reviewers of systems on places such as CNet and ZDNet rank Apple poorly on service because it is bare bones.

    Instead of comparing what companies promise with regards to service (which they are under no obligation to actually offer), compare what they actually deliver.

  1. ronjamin

    Baninated

    Joined: May 2002

    0
    05/08, 02:57pm | report spam | Reply |

    Lets see how long ....

    I worry when I hear Apple our-sourcing to India. Dell did that and its a freaking disaster. One can hold out hope that Apple isn't that stupid.

  1. eswinson

    Fresh-Faced Recruit

    Joined: Jul 2002

    0
    05/08, 03:25pm | report spam | Reply |

    vertical market advantage

    I think there is an advantage to apple making both the hardware and software / OS. I think many PC makers take the easy way out and point the finger at Microsoft when a customer calls with a problem and calling Microsoft usually results in being advised to call the pc manufacturer for driver support. Eventually the customer gives up and just limps along with what ever issue they have until the next version of windows screws them up even more.

  1. Interlard

    Fresh-Faced Recruit

    Joined: Oct 2005

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    05/09, 10:05am | report spam | Reply |

    Good and bad

    This is great news for most consumers (with mysterious or "user error" problems), but bad when you know what your problem is and just need a replacement/repair.

    I live in NYC, so I went straight to the SoHo store's "Genius" Bar when my PowerBook G4 had white spots on the screen, or my Apple USB keyboard was acting up. Having waited around for hours to get these faulty products replaced, I resorted to waiting outside until the store opened just to get to see someone.

    This is positively insane by normal customer service standards, but a hard to avoid symptom of Apple's over-helpfulness.

    Does anyone see a way for Apple to fix this?

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