Apple wins laptop tech-support showdown
If a top-notch customer support program is high on your list of features when buying a new computer, you should be looking at a Mac, according to a new ranking.
Laptop magazine's Tech Support Showdown 2009 rates 10 computer companies' tech support, with Apple coming out the overall winner. Apple's overall grade for 2009 was an "A," scoring an "A" for both phone and Web support.
"Apple has consistently offered some of the best Web and phone support of any computer vendor, and this year was no different," the magazine said in evaluating Apple. "Its Web site is brimming with well-ordered FAQs, query-based search, and PDF manuals, the latter of which quickly answered our external monitor question."
Apple also received "A" ratings in 2007 and 2008 from the magazine for its tech support.
Comparing it to the other companies involved in the showdown, Acer received a C-; ASUS (B-); Dell (C-); Fujitsu (B-); Gateway (B-); HP (C-); Lenovo (B+); Sony (B+); and Toshiba got a "B."
"Virtually no computer vendor--or retailer, for that matter--is immune from the wrath of users who have become intimately familiar with the 'Blue Screen of Death,' and other PC foibles," the magazine said in its introduction to the tests. "But, it's how manufacturers handle their customers' hardware and software problems that ultimately determine their true reliability, and, you would think, future sales."
Apple's support performance over the last few years, coupled with the popularity of the iPhone and iPod, have propelled Apple's Mac sales. In its 2009 fiscal third quarter, Apple reported selling 2.6 million Macs, up 4 percent from the year ago quarter.
Jim Dalrymple has followed Apple and the Mac industry for the last 15 years, first as part of MacCentral and then in various positions at Macworld. Jim also writes about the professional audio market, examining the best ways to record music using a Macintosh. He is a member of the CNET Blog Network and is not an employee of CNET. He currently runs The Loop. You can follow him on Twitter @jdalrymple. 
Which considering their telephone support drops dead in quarter of the time that, say, HPs or Dells do. Perhaps it's better to wait for another five minutes than not be able to get through at all four months after you bought the computer? :)
Asus on the other hand, "Both reps answered our questions correctly in less than a minute." B for Asus.
PS: Power options in OSX (including WoL and sundry): System Preferences -> Energy Saver. And they are easily changeable.
Compared to my sister's HP extended warranty nightmare and my Mom's Dell that was just in such bad shape she had to buy a new one as they kept "fixing" it but not fixing it, if something is going to break, I'd rather have Applecare behind it than some of those other warranties.
And since it was not about MS but laptops, your post is moot, but just set to start something.
But since you did it, point of clarification:
1 - Microsoft does not make or design computers
2 - There is no such thing as a Windows computer / PC / laptp, despite the public / print statements are. Much like Google has been translated to seach, a computer running Windows has translated into a Windows computer. There are only computers that run Windows (Dell, HP, Lenovo, Sony, Alienware, Apple, etc computers. But no Microsoft manufactured computers), and BTW those same (non-MS manufactured) computers run Linux and even MACOS. Though the last one is not supported, encouraged or even legal, but many are doing it and the experience of MAC OS on these (non MAC specific) architectures is mostly crap vs. what one would experience on a specifically tuned MAC HW for the MAC OS. Though many have reported that Windwos runs better on MAC than on these othern non-MAC specific architectures.
3 - Much of the crap/junk inclued in thes non-APPLE manufactered machines cause this calls as well, just as much as the chosen OS might. So it is not just the hardware in question but everyone and eveything aligned with it.
One other point, so, if I chose to run Windows software exclusively on my shinny MAC Pro, cover the Apple logo with say a Dell logo and had issue who should I call Apple help desk, Microsoft, or all the other vendor software and drivers involved, or everybody. Well, that would depend on the issue now wouldn't it?
And oh yea, if I chose to run Windows software exclusively on my shiny MAC Pro, does that now make my shiny new MAC pro a Windows PC.
So if you are going to start an argumen / debatet, at least give it some credence, specifically to all involved and responsible.
So why is Microsoft running commercials about the difference in price between a Mac and a PC? Please explain oh enlightened one. We are waiting to hear. And waiting (Crickets chirping).......
Amen
Hello?
If you are calling because your computer has been turned into a zombie bot, press 2.
If your computer has a message with the word "fatal" in it, press 3.
Amen
Again, as I said, Google has become synonymous with the verb search (whether they like it or not).
Windows on a PC, the Intel type has become synonymous with a Windows PC.
This has nothing to do with enlightenment or the lack thereof.
It has specifically to do with public perception and acceptance of either a community or marketing position that one or a company would take, as your comment directly points to.
And if memory serves the commercial is about choice.
That is what is so great about this country; there is always a choice, in most things.
You have to decide what is best for you and yours, regardless of what anyone else thinks, feels or markets.
So if your choice is MAC good for you.
If someone else chooses Windows good for them.
If someone else chooses Linux, then good for them.
If they decide to write their own OS from scratch, good for them.
No one is in any position to tell anyone the are right or wrong.
Pick the right tool for the right job and move on.
Or chose what you like or what you have been convinced to like and move on.
So BSOD's aren't always driver issues, sometimes it's because M$ can't write decent software all by itself.
Where are all the MS zealots?
Must be on hold with tech support.
Amen
baconstang, The Happy Switcher, BogusBasin
Nice to see you.
He friend don't forget me :)
You should really consider buying a Mac. It will run Windows 7 better than your PC. Come on. Think of all the free time you will have to make posts on CNET instead of trying to get C class support from the PC boys.
I think that these findings prove that all the negativity that you spread about Macs is utter non-sense.
Cheers mate!
It's a story about how Apple is a good company. Why wouldn't people who like Apple's post? It's not trolling, it's the target audience commenting.
Trolling is when people post just to stir up trouble or try to mitigate the news (good or bad) in an article for whatever reason.
He made a trolling comment himself
I simply made a rebuttal he was practically asking for it.
their tech support is pretty good. but if something REALLY goes wrong (like lets say an exploding ipod) then you better be prepared to take what they give you or fight or whats right.
Also, i have had to have two zunes replaced, and microsoft tech support was great,and replaced them in under a week.
Well I see the Apple zealots are all here.
baconstang, The Happy Switcher, BogusBasin
Nice to see you."
What did you expect to see on an Apple related article? A bunch of Microsoft zealots?? Pure genius.
Or we could not argue about it. ;)
Amen
There was a time when Dell support was top notch, as was the toll free MS support. But the whole industry has declined.
It's kind of like the airline industry. NOBODY is as good as they were 20 years ago, but that doesn't mean that an airline like Continental, Southwest or JetBlue isn't better at customer service than the even worse airlines they compete with. It's all relative.
In all cases, Apple owns the support call from first to last.
Now that's not exactly going to put me off buying a Mac... But Apple have made it easy on themselves.
-BMF
Now this service may have only been for XPS customers - I have no idea what the experience is like for those buying their studio or lower end models.
Same grade as Congress I believe. Dell sells cheap. You get what you pay for. Those that can't see that are blind. Wake up!
Amen
And of course, if you bring it into the Apple store, you don't have to worry about the shipping part, and they will recover the data to a new drive for you if possible (if the drive is salvageable). But not everyone has an Apple store nearby.
I see your here too, can't have an Apple topic without your two cents. After all we all come to laugh at what the PC guys have to bash Apple over.
And as usual, Apple wins again. After they have everything over MS. You can't even talk to a MS rep, normally because they know how horrible there stuff is and don't want to hear about it, but then they have you....
Apple builds superior products and superior programs...Never had a "blue screen" on any of my Macs....guess us fanboys like not dealing with MS inferior OS!
Yeah cause MS OS has to constantly do it, or it crashes...
If Macs never crash why is there a "Force Close" button on locked up applications?
That is for people who are "forced" to use a Mac.
But instead of knowing these things, you decided to prove you don't. Nice job. I guess I should still believe the lie about you experiencing more crashes in the Mac than you do in your beloved fista though?
I've used Apple Care twice and have been blown away by the fast and friendly service at Apple. I had a 3 month old MacBook Pro 17" that blew a mother board. I phoned in the service call on a friday afternoon, had the shipping box overnighted and waiting for me at the office Monday morning. Shipped it out the same day and had the repaired computer back in the office by Wednesday morning. It's been running flawlessly ever since.
No computer is immune to technical issues, but Apple stands behind their products and work at the speed of light to get them resolved. I'll never buy anything but Apple products from here on out!
And if you need tech support, you'll be speaking with a CSR that is from America, is knowledgeable, compassionate and friendly. And most importantly, they don't have an awful accent to try and decipher. That alone is worth its weight in gold!!!
Apple customers get the US (or Canada)?
Microsoft customers (even EA holders these days, apparently) get India, unless you have to escalate. As a consolation, EA holders do have a US rep who helps coordinate things, but be prepared to cough up a six-figure annual sum for the privilege.
2 Business days wait time - You are obviously a troll with nothing better to do.
With a Mac, I can walk into any Apple Store and get instant service.
Keep on waiting *************!
Nevertheless, Apple gets an "A".
Now the Dells in my office, I just lost tow hard drives, one on my laptop, and one on my desktop. The tech that replaced the drive said he hates them because they are unreliable. But they do provide employment for an entire industry that is needed to constantly repair them. So Wintel is good for jobs.
And who do you think makes the hard drives in your Mac? Nimble fingered cherubs sitting on clouds listening to iPods?
We may look different on the outside, but we're all the same on the inside, lol.
Hopefully solid state will be more reliable in the long run, and it doesn't become less reliable as it scales due to the way data is stored.
Amen
A person close to me works for an educational institution, and they just received a rather large number of top of the line 17" MacBook Pros. The schmanciest of the fanciest.
Well, one of them showed up as if it had been tossed beneath a truck. Screen smashed, pieces rattling in the box, and the box itself has seen better days.
Apple says: Too bad, buy a new $4000 computer.
FedEx says: Apple didn't insure it, so it's not our problem.
It also leaves a student without the machine they paid for, and need for their classes.
This is what we who have worked in the customer service field refer to as a certain type of baggery (the type of which I am not going to mention, out of a misguided sense of decency).
I know that I personally would not put up with that kind of treatment.
Just thought I'd post this to give another perspective.
Of course, your mileage may vary.
Amen
Me too, but I was giving him the benefit of the doubt. At best it is "hearsay evidence."
- by stanz358 August 8, 2009 5:10 AM PDT
- shave that moustache
- Like this Reply to this comment
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