'Consumer Reports': Apple tech support is aces

Apple has the best technical support in the PC industry, according to the most recent issue of Consumer Reports.

An Apple customer gets some help at the Genius Bar inside a store in New York City.

(Credit: Caroline McCarthy/CNET News.com)

The venerable magazine surveyed its readers to gather their experiences with technical support for personal computing, and Apple's organization far outpaced its rivals in the PC industry. Readers assigned the company a score of 83 for its notebook technical support, which translates to "very satisfied" on Consumer Reports' rating scale. You have to be a Consumer Reports subscriber if you want to access the articles and graphs on its Web site.

Lenovo and Dell ranked second and third, respectively, with scores of 66 and 60, or "fairly well satisfied." Hewlett-Packard, the current leader in the PC market, received the lowest score and the worst rating for its technical support staffers. Apple also led the desktop technical support pack with a score of 81, trailed by Dell and Gateway with scores below 60.

Apple has also ranked well on the University of Michigan's American Customer Satisfaction Index, a yearly measure of consumer taste in various brands. The company solves problems quickly, especially for customers who take their Mac to one of the company's retail stores for service. But if you don't live near an Apple Store, the company offers the shortest amount of free telephone support of any of the PC companies.

When it comes to the number of problems that appear, Apple's record wasn't as stellar. The company was ranked last in the number of defects that cropped up in its notebooks between 2003 and 2007, although the margin of error in that survey meant that all the surveyed manufacturers essentially tied with defects found in between 20 percent and 23 percent of their notebooks.

But Apple did much better in desktops, leading the pack with the fewest defects reported between 2003 and 2007. And since customers respond well to companies that can quickly fix the inevitable problems that crop up in PCs and consumer electronics, Apple's surging Mac sales might have something to do with its support.

[Matthew_Maurice]

Hhhm, I'm a little wary.

The thing to remember is that CR does two kinds of reviews,
customer opinion and their own evaluations. This is an example
of the former. The fact that Apple users think highly of
AppleCare and the Apple Store "Geniuses" isn't surprising. I'm a
mac guy and long-time tech support provider, but I'm less than
impressed with them. Their customer service is fairly good, but
in my experience their tech knowledge is mediocre at best.

I'd be very interested to see a real-world test in their review. I
suggest that CR takes a sample machine from each company,
makes the same changes and calls each help desk to see how
fast a rep can diagnose and fix the problem. Do this with a
combination of hardware and software problems, and you'll soon
know who's really "aces" or just fanboy favorite.

[egelb]

Excellent suggestion.

[M C]

LOL at linking your most flamebaitworthy piece ever.

It's not as if I (or others) take CNet seriously anymore anyway (my reasons are in the comments of that piece) but you couldn't go reporting this news without "inspiring some discussion," could you?

Is it really just too much to resist?

[Tom Krazit]

For somebody who doesn't take us seriously...

...you sure seem to pop up quite a bit. Thanks for your support.

[amandachuck]

you think mac tech knowledge is bad?

try a company like HP or Dell. It's all relative. I think one thing
that Apple does well is replace stuff at the Apple store. Keyboards,
keyboard keys, ipods, etc. They are really good about it, and this
likely impresses people.

[Mr_Kee]

Not in my book

They forgot to ask me. I think they are the worst: My iPod Touch wouldn't update so I took it in (35 minute drive) only to be told I had to wait 2 hours for an appointment. Name another place where you have to have an appointment to talk to customer service. I finally get to the bar and the computer they have to fix iPods didn't have the latest update on it. The download was going to take 45 minutes. (Not sure why their internet is so miserably slow.) So instead of making me wait longer he says he will just order me a new one (apparently they don't have any in stock). Two weeks later I get a call saying they are going to give my ipod away if I don't come claim it. No one bothered to let me know it was in. I go in get it and it has the old software on it and the new iPod won't update either. So far 2 hours on the road, 2 hours waiting for my turn, 2 ipods and I am right back where I started. I finally found some user forums that had me update it on a different computer. For whatever reason iTunes doesn't recognize that iPods are connected when running the update on some systems. Software problem, fairly common apparently and not fixed of course. They are too busy charging me for software that comes standard on their newest models. Overall it was one of the worst customer service experiences I have ever had.

[open-mind]

No offense, but you sound a little whiny.

For example, Apple has millions of customers, yet you expect to be first in line at the genius bar. "Consultation at the Genius Bar works by reservation only" is very clearly stated (if you had checked) on Apple's web site:

http://www.apple.com/retail/geniusbar/

You also don't seem to understand that the genius bar is a free consulting service, not "customer support". Customer support is a phone number, as well as info on Apple's web site.

Lastly, you even complain (twice) about the time of your commute to their store, even though your commute is not Apple's responsibility.

I could go on, but won't bother.

Since your entire diatribe follows this same recipe, you pretty much destroyed your credibility IMHO.

Granted, they should have called you when your new Touch came in. Otherwise, I see no fault on their part.

[chkm8]

I've had an appointment at DMV that took less time than that. So what if they have a store? Just means more will be bringing more product's back for more question's.

[jimhonsberger]

Apple customer service

Well I went to a Apple store to exchange my ipod touch due to it
being defective and they asked me if i had an appointment.I said
this is not a repair just an exchange.They looked at their
appointments for the day and said they coulnt fit me in! All booked
up even though noone was in the repair line.

I dont call this good customer service.

[Lee in San Diego]

Usually

Usually for something like that you can ask one of the employees
who work in the store to take a look at it,

[tapoole]

Name one other place.

Sure, you may have to wait in line for service at an Apple store, but
I challenge you to find one other proprietary manufacturer where
you can get same day service for an issue simply by walking into a
store. No other company offers that, and almost instant
gratification means alot to people these days.

[Thomas, David]

For those with Appointment Issues

I think there was something screwy with the support staff at that
location (or two if you went to different places). I'd say 19 out of
20 of my experiences with the staff were favorable. The one
exception was due to an employee who thought he knew it all,
and didn't want to be bothered with anything that might tax his
brain.

For the first poster, who had the problem, and the commute, I'd
suggest you make Apple corporate aware, provide your
information, and the stores. You might be surprised (I won't)
that they consider your experience poor customer service.

[AppleSuxLeo]

Only namby-pamby Mac types need support. I AM support. Build my own PC`s and it still works great after 5 yrs. and never crashes...probably due to the fact that I don`t have any Swiss-Cheese Apple software on my system. Safari is the biggest POS in the browser industry , and who needs iSpoons now that Amazon MP3 interfaces so well with WMP 11 ?

[MTGrizzly]

Who wants a five year old computer????

[jamshid]

Yeah, I just had to take my new imac in because of a problem with the plastic tab in the memory slot. I was worried I would have to ship it back to Best Buy to get it fixed, but the Apple store set up an appointment and quickly fixed the problem, no charge or questions.

A friend just had to exchange an iphone because it wouldn't connect properly, but they did it without hassles and itunes restored it completely.

It's not that Apple products don't have any problems, its that they handle the problems better than other computer and software makers.

[sanjayb]

At least Apple has a store you can go to. I was thinking about buying a Dell laptop but if I had any serious problems, I would have had to ship it back. No thanks.

You had to go to tech support 20 times? That's crazy.

[chkm8]

chkm8

That's only because ones who own Apple, Macs and iPhones need that support... The Least Apple could do is provide tons of help for their unreliable product's.

20 trips to the Apple Store for any reason other than purchases is abnormal, depending on what kind of time period we are talking about here. But the Apple Store hasn't even existed long enough to rationalize even that. So nevermind.

[bernie.mcginn]

they have always done great by me!

[custompcmax]

I run a small PC building business. The only thing I can do to separate myself from the likes of Dell, is to offer exceptional customer service. Things can still take time, but there is never a problem I don't address, and do whatever I need to correct it. When I hear stories like this, I smile because I know that they are making it easier for me to look good.

http://www.custompcmax.com

[custompcmax]

I run a small PC building business. The only thing I can do to separate myself from the likes of Dell, is to offer exceptional customer service. Things can still take time, but there is never a problem I don't address, and do whatever I need to correct it. When I hear stories like this, I smile because I know that they are making it easier for me to look good.

w ww.custompcmax.co m

[hotkhalid]

Hey I love Apple.. for its products and the customer service....
Let me inform you... support in apple..... Apple does have alot of Happy customers... few unhappy people doesn't effect Apple's reputation...
i think the thing which can explain this.. people want everything to be done for them.. yeah they deserve it... sure because you have paid for it... you have not purchased Apple...
Yes i can understand there people so much that they are ready to spend....

Apple deserves this...
5stars for the tech.support....
Keep up the good work....!!!!