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TMO Reports - Consumer Reports: Mac Laptops Have Fewest Repairs; Best Tech Support

by , 1:10 PM EST, February 8th, 2005

Apple's iBook and PowerBook portables have the fewest reports of repairs and the best technical support of any laptop PC on the market today, according to the March issue of Consumer Reports magazine.

Using data similar to that released last December in its desktop ratings report, the Consumers Union (CU) said Apple had the fewest repairs of laptops at 16%. Toshiba and Sony were second and third at 17%. Gateway had the worst laptop repair ranking among more than 57,000 CU members at 23%.

A similar survey of 69,000 desktop users gave Apple the best repair history at just 13%.

As for technical support for laptops, Apple got a readers score of 84, making it the highest of any PC manufacturer. It received a 'better' ranking in problem solving by phone technical support, the shortest time waiting on the phone, knowledgeable phone staff and Web-based support. In second was IBM with a score of 69.

in December, CU gave Apple a score of 76 for desktop Mac support. Again, Apple received a 'better' rating in all categories. No other PC company received a 'better' rating in any category. Dell was second receiving a score of 57 and no better than an 'average' rating in any category.

"Apple provides top-notch reliability and support," the desktop recommendation read. "Its computers are currently less vulnerable to viruses and spywere than Windows-based models. On the downside, however, the Apple has limited internal expandability. If you add an extra hard drive, it must be an external one."

In laptop ratings, Consumer Reports recommended Apple's 14-inch iBook with Combo drive as its top pick for reliability and support, giving it a score of 72 out of 100 -- a 'very good' ranking.

The 15-inch, 1.33GHz PowerBook also received a score of 72, but was not as highly recommended. The iBook model received better scores for expansion and energy saving than the PowerBook, but the more expensive model got higher marks for its warranty and display quality.

Since December, Consumer Reports has updated its desktop PC ratings to reflect newer models. New to the rankings: The G4 1.25GHz eMac with a score of 76. Repeated from the December ratings: The 17-inch, 1.8GHz G5 iMac with an overall score of 80 out of a possible 100.

While good ratings, they were well below cheaper, Pentium 4 systems running at 3.2GHz which all received 'excellent' scores of over 91. The difference: better 'convenience' and 'expansion' ratings than Macs.

Observer Comments

Show: Subjects Only | Full Comments
Close Name:Biff Posts: 1479 Joined: 08 Apr 2004
Subject: Geez my eyesite must be bad...

I'm having trouble reading the title of this article. Maybe RC could help me read it?

Close Name:Small White Car Posts: 1950 Joined: 02 Jul 2004
Subject: Re: Geez my eyesite must be bad...

Quote
Biff wrote:
I'm having trouble reading the title of this article. Maybe RC could help me read it?


Well it clearly means that they're repairing fewer laptops because powerbook sales are way down.

Duh

View Name:Guest
Subject: duh
Close Name:Small White Car Posts: 1950 Joined: 02 Jul 2004
Subject: Re: duh

Quote
Anonymous wrote:
duh? if you express it as a percentage -- e.g., 16 percent -- then number of sales is irrelevant. No?


Stick around for awhile. Eventually you'll "get" the in-jokes around this place. I know it's never fun to be the new guy, but you'll catch on eventually. It shouldn't take too long.

View Name:Guest
Subject: duh
View Name:RealityCheck -   Troll Posts: 392 Joined: 06 May 2004
Subject: Sorry But, Top 4 Desktops and Laptops Are All PCs
Close Name:Small White Car Posts: 1950 Joined: 02 Jul 2004
Subject: Re: Sorry But, Top 4 Desktops and Laptops Are All PCs

Quote
RealityCheck wrote:
Looks like the Mac Observer failed to mention that according to Consumer Reports the 4 highest rated desktops and laptops are all PCs. The best the Macs could do was 5th place. Sorry Mac fanboys but you lost again.


At least the article gave some facts.

4 highest rated at what? Overall score? By how much?

View Name:Guest
Subject: Reality Check Needs One
Close Name:pyxl8 Posts: 171 Joined: 24 Dec 2003
Subject: Subjective ratings

"While good ratings, they were well below cheaper, Pentium 4 systems running at 3.2GHz which all received 'excellent' scores of over 91. The difference: better 'convenience' and 'expansion' ratings than Macs."

Huh? My iBook, iMac and eMac are a hell of a lot more "convenient" than any ol' PC. What's so convenient about cable spaghetti, a virus and spyware-prone OS, and greater downtime? Were those negatives factored into the ratings? Apparently not...

As far as expansion goes, it's never been an issue. I've just "expanded" my daughter's (already G4 upgraded) strawberry iMac with a new 80Gb drive, replacing the original 6Gb drive. It took all of 5 minutes to swap the drives out. It's been pretty simple to expand any of my "limited" Macs with minimal effort and expense... and I enjoy running Panther on them all too!

So HOW exactly are these 4 higher-rated PCs better??!!

-Ken P

View Name:Guest
Subject: Must Have Hit a Nerve
Close Name:davidneale Posts: 975 Joined: 26 Aug 2001
Subject: Re: Subjective ratings

Quote
pyxl8 wrote:
What's so convenient about cable spaghetti, a virus and spyware-prone OS, and greater downtime?


Well, that's pretty obvious, isn't it? The more time the laptop is down, the more time it can be used for other things, like holding the door open, supporting a wonky table...

Windows PCs are extremely versatile beasts, you know.

Close Name:spxyu02 Posts: 1214 Joined: 04 Aug 2004
Subject: Re: Subjective ratings

Quote
pyxl8 wrote:
The difference: better 'convenience' and 'expansion' ratings than Macs."


Convenience and expansion may refer simply to volume. Larger volume of available software and expansion pieces from different manufacturers. Now don't flame me because I know that there are plenty of great software selections for Mac and of course expansion is straightforward, but that's probably what they're referring to.

View Name:Guest
Subject:
Close Name:kenaustus Posts: 601 Joined: 27 Jun 2003
Subject: No flame

spxyu02

No flame here - there are a lot more "parts" for the PC world, which is one of their problems. The tighter you control the essential parts the fewer problems you will have.

As for software, one site I go to (http://osx.hyperjeff.net/Apps) has 11,000+ apps for OS X - ranging from freeware to full commercial software. (Purchase the commercial stuff through TMO and it helps pay their bills.) There is actually a lot available. There will be some PC apps that are not available for the Mac and some Mac apps that are not available for PCs. Basically, most Mac users are pretty well covered.

It all gets down to choosing a computer environment that you want to work and play in. I think the macs are miles ahead of PCs, which is why I have moved everything at home and the office to Macs.

Close Name:spxyu02 Posts: 1214 Joined: 04 Aug 2004
Subject: Re: No flame

Quote
kenaustus wrote:
spxyu02

No flame here - there are a lot more "parts" for the PC world, which is one of their problems. The tighter you control the essential parts the fewer problems you will have.

As for software, one site I go to (http://osx.hyperjeff.net/Apps) has 11,000+ apps for OS X - ranging from freeware to full commercial software. (Purchase the commercial stuff through TMO and it helps pay their bills.) There is actually a lot available. There will be some PC apps that are not available for the Mac and some Mac apps that are not available for PCs. Basically, most Mac users are pretty well covered.

It all gets down to choosing a computer environment that you want to work and play in. I think the macs are miles ahead of PCs, which is why I have moved everything at home and the office to Macs.


Yea, I totally agree, I just think popular opinion thinks otherwise, and consumer reports is mirroring this sentiment.

Close Name:AFCdtLoeb Posts: 2533 Joined: 20 Jul 2004
Subject:

Quote
Guest wrote:
Looks like TMO is right on the money if this article prompts three Troll Terms (fanboy, fanatic, Kool-Aid drinker) in RC's response.
Yeah, if he said "iLemmings" he'd be out of slurs.

Close Name:LaurieF -   TMO Forum Mod Posts: 3497 Joined: 15 Jun 2001
Subject:

Please don't feed the troll. He's massively overweight as it is...

The topic is: Consumer Reports: Mac Laptops Have Fewest Repairs; Best Tech Support. It's not some plonker who likes to wind people up. He's not important.

Close Name:jacrav Posts: 268 Joined: 04 Jul 2001
Subject: Interesting tidbits …

The ratings for reliability and quality of service are provided by readers. The judgments and overall ratings for “convenience” and “expandability” are passed by CU’s “technical” staff, who are notoriously clueless about Apple in general and Mac OS X in particular … Like “the” Apple desktop: doesn’t the G5 let you add an internal HD ??? maybe the sample CU bought, I guess … only if their Desktop representative sample was an iMac/eMac … in which case, it seems to me that the convenience of an all-in-one should weigh in fairly heavily in favor of the Mac instead of against !
I never know how to interpret their computer reviews, but their readers seem to have more sense than the tech gurus who write the articles …

Close Name:jhonka Posts: 77 Joined: 05 Sep 2003
Subject: duh...

Quote
Guest wrote:
duh? if you express it as a percentage -- e.g., 16 percent -- then number of sales is irrelevant. Pretty basic.

It was a joke. Let is slide.

View Name:Guest
Subject: Good news for Apple, bad news for RC
View Name:Guest
Subject: Reliability Thru Obscurity
View Name:Guest
Subject: Macs and Consumer Reports
Close Name:Biff Posts: 1479 Joined: 08 Apr 2004
Subject: Re:

Quote
LaurieF wrote:
Please don't feed the troll. He's massively overweight as it is...
We're not feeding him. We're just picking on him. Bad attention is better than no attention, right? It's funny to see RC throw out overall product rating numbers as a way to dodge the actual topic of the article. RC didn't help me read it, but others did. I believe it was something along the lines of: APPLE PRODUCT QUALITY AND CUSTOMER SERVICE ARE NUMBER ONE IN THE INDUSTRY.

Close Name:B-sabre Posts: 70 Joined: 18 Jan 2005
Subject:

Quote
davidneale wrote:


Well, that's pretty obvious, isn't it? The more time the laptop is down, the more time it can be used for other things, like holding the door open, supporting a wonky table...

Windows PCs are extremely versatile beasts, you know.


I can vouch for that.

I saw a Windows laptop being used as a wheel-chock for a 10-ton truck once....

View Name:Guest
Subject: nope
View Name:Guest
Subject:
Close Name:LadyMac Posts: 1 Joined: 14 Nov 2003
Subject: Re: Who is "RC"?

Just your garden variety troll. Look above for (com)posts by someone with those initials making outlandish claims for the virtues of PCs over Macs.

View Name:Guest
Subject: Mac vs PC
View Name:Guest
Subject: It's a plot!
View Name:Guest
Subject: mac's
Close Name:LaurieF -   TMO Forum Mod Posts: 3497 Joined: 15 Jun 2001
Subject:

Do you want the long answer or the short answer?

Umm - no. And that's the long answer.

View Name:Guest
Subject:
View Name:Guest
Subject: Computers for College
Close Name:LaurieF -   TMO Forum Mod Posts: 3497 Joined: 15 Jun 2001
Subject:

Which brand? Apple, of course! That's why you're here, right?

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