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Consumer Reports: Apple #1 in Tech Support

Consumer Reports: Apple #1 in Tech Support

by , 8:00 AM EDT, May 6th, 2008

Based on 10,099 notebook and desktop computer owners who contacted customer support between September 2006 and January 2008, Consumer Reports found Apple to be number one in technical support. Lenovo came in second for notebook computers and Dell was second for desktops.

The findings will be published in the June, 2008 issue, and a copy was obtained by TMO.

Consumer Reports made the following observations in its report:

1. Apple's tech support solved the problem more than 80 percent of the time. This was much higher than the typical 60 percent achieved.

2. Apple's Genius Bar solved the problem 90 percent of the time, and the assistance is free.

3. In general, extended warranty plans "generally aren't good buys." Except for Apple. Consumer Reports recommends Apple's AppleCare primarily because free call-in technical support ends after 90 days (though the warranty is one full year) and because Apple's track record for solving problems under their extended warranty is "significantly better than for support without a plan, which is already a standout for Apple."

4. There were clear differences between computer manufacturers in technical support. Apple scored 83 for notebook computers while Lenovo scored only 66 and Dell 60. Hewlett-Packard was last, scoring 48. With Desktop computers, Apple scored 81 while Dell was second with a score of 56. H-P/Compaq was last with a score of 47.


Source: Consumer Reports, June 2008

Consumer Reports noted that data from a different survey showed that customers who had their computer repaired out of warranty were highly satisfied only about half the time. One in four were dissatisfied, complained about repairs taking ore than two weeks, the repairs being excessively expensive and being unsuccessful on the first try.

As a result of the scores, only Apple and Lenovo were cited as "Top Supporters" by Consumer Reports.

Observer Comments

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Close Name:Guest
Tue May 06, 2008 10:13 am Subject: No Surprise

None of that is really a surprise. Apple has good support, people know that. It does become extremely expensive to repair Apple products without warranty coverage though. It was going to be $1,300 to fix the screen that I broke on my MacBook Pro (just bought a new laptop for that money).


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Close Name:Guest
Tue May 06, 2008 10:18 am Subject: Between 1 month only?

desktop computer owners who contacted customer support between (January 2006 and January 2006)


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Close Name:Guest
Tue May 06, 2008 10:27 am Subject: Most Laptop Repairs

Nice cherry picking of the data! Of the eight brands ranked in Consumer Reports, Apple's Laptops had the HIGHEST number of repairs. To be fair, Apple's Desktops had the least.


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Close Name:Guest
Tue May 06, 2008 10:30 am Subject: Wow, that long eh?

From January 2006 until January 2006, that's killer! I think something needs to change.

You should also note that in the latest while Apple got the best rating in Tech Support they got the worst in Laptop Repair Rate. I thought they were always near the top for this one as well, but something happened.


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Close Name:Guest
Tue May 06, 2008 10:39 am Subject: Date span

For those who are worried about the jan-to-jan span of the survey, relax: there is a typo in the article lead; read the small print on the survey image: the date span is between end 2006 and beginning 2008;


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Close Name:aoevzb Posts: 3 Joined: 06 May 2008
Tue May 06, 2008 10:47 am Subject: CR also rated laptops and desktops
Close Name:Guest
Tue May 06, 2008 11:01 am Subject: AppleCare - You'll need it for that MacBook

Since laptop sales outpace Desktop sales and Apple laptops scored the highest number of reported repairs, it only makes sense that Apple should have the best "customer support" (i.e., they get lots of practice). Also, given the high number of repairs, I wouldn't buy a MacBook without AppleCare.


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Close Name:Guest
Tue May 06, 2008 11:14 am Subject: Support

I guess their hardware support is better than their iTunes support because it's basically non existant. I've tried 3 times to contact their support and never been successful on even getting a real response, none of the issues being resolved.


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Close Name:Intruder -   TMO Mac Specialist Posts: 3149 Joined: 07 Jul 2004
Tue May 06, 2008 12:31 pm Subject: Re: AppleCare - You'll need it for that MacBook

Quote
Anonymous wrote:
Since laptop sales outpace Desktop sales and Apple laptops scored the highest number of reported repairs, it only makes sense that Apple should have the best "customer support" (i.e., they get lots of practice). Also, given the high number of repairs, I wouldn't buy a MacBook without AppleCare.


I wouldn't recommend buying ANY laptop without an extended warranty.


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