| Consumer Reports: Apple tops for tech support |
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11/03/2010 18:07 (702 Day 03:05 minutes ago) | |||||
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The FINANCIAL -- A new Consumer Reports survey published on March 10 gave Apple a major lead in its rankings for both desktop and notebook technical support.
According to CNET News, in January, the survey asked 7,000 subscribers who owned a laptop or desktop computer to rate their computer manufacturer in several categories: problem solved; phone waits; phone staff; and online support.
For laptop computers, Apple scored 86 out of a possible 100, the same source reported. That's 23 points above its nearest competitor, Lenovo, which scored a 63. In fact, Apple scored the highest in each of the Consumer Reports categories. Rounding out the list after Apple and Lenovo are Toshiba (60), Dell (56), HP/Compaq (53), and Acer/Gateway/eMachines (39).
According to Mac World, for desktop tech support, the numbers were roughly the same, sometimes one point higher. Apple scored 87 out of 100, Dell was second at 55, HP/Compaq at 53 and Acer/Gateway/eMachines at 39.
Apple's numbers are slightly up from last year, but still within the Consumer Reports margin of error, the same source reports. For 2009, Apple scored 81 for desktops and 84 for laptops. Everybody else scored roughly the same within Consumer Reports' margin of error, except for Gateway, which dropped precipitously after merging with Acer and eMachines.
The study addresses both the ability of support representatives to actually solve problems but also hold times on the phone and other more subjective factors, such as the ability of staff to speak clearly and know their subjects and the experience of online help, according to Electronista.
Editors at the magazine didn't attempt to explain the reasons behind the wide gap, although Apple is one of the few companies to decline outsourcing any of its North American support to a country where English is not the primary language, the same source reported. It also has the advantage a generally upscale choice of materials, such as aluminum bodies instead of plastic, and has a simpler range that reduces the number of models that its technicians need to understand.
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