Consumer Reports posts - Train Wreck

May 13, 2008 6:05 AM PDT

I'm not a big fan of surveys, so I don't quote them often. But a recent Consumer Reports survey about PC manufacturers listed Apple as No. 1 in tech support, with Lenovo second, Dell third, and HP dead last. I should also say that Dell came in second in desktops.

I thought the headline should be "Survey says leading PC maker HP dead last in tech support." But that's not what happened. The media hailed Apple, trashed Dell, and gave HP a pass.

Horror stories about Dell's support are all over the blogosphere. Why is that? I mean, why does the media give Dell such a hard time?

Because perception is reality. But aside from being a pithy statement, what does that really mean? ... Read More

Topics:: Rants,; Strategy,; Apple

Tags:: Dell,; Apple,; HP,; Michael Dell,; tech support,; Consumer Reports,; eyeballs,; blogosphere

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About Train Wreck

Steve Tobak is a marketing consultant and former chip industry executive. Train Wreck provides insight into dysfunctional corporate behavior, among other things. When he's not airing the industry's dirty laundry, Steve likes to hang around the house, make believe he's working, and drive his wife crazy. Find out more at www.invisor.net or email Steve at trainwreck@invisor.net. He is a member of the CNET Blog Network and is not an employee of CNET. Disclosure.

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