The REAL ‘Shiny’ Details of The Consumer Reports Ratings on Macs

November 11th, 2004 at 2:00 PM - Reports by Brad Gibson

Youive read in recent days the stories of positive ratings on Apple Macs from the December issue of Consumer Reports magazine. But the real story is in the actual scores and recommendations by Consumers Union (CU), which are some of the most positive ever given by the non-profit testing group. As CU called it, Macs are a "shiny Apple".

Apple repair and tech support rankings highest

In the four-page story obtained by The Mac Observer, Consumer Reports said Appleis repair history and technical support satisfaction were the best of all personal computer manufacturers.

In the last four years, 12% of Mac owners who responded to Consumer Reports 2004 Annual Questionnaire had to resort to repairs and/or had other serious problems -- the fewest of any PC maker. Sony PCs had the second fewest, followed by Dell and eMachines.

As for technical support, Apple had a score of 76 -- the highest of any PC manufacturer. Consumer Reports subscribers who used Apple tech support gave a ibetteri rating (the highest possible) in getting their problems solved, shortest time spent waiting on support phone calls, experienced and knowledgeable support staff, and best Web support. No other PC company received a ibetteri rating in any category. Dell was second receiving a score of 57 and no better than an iaveragei rating in any category.

Because of good reliability and tech support results, Apple portable and desktop PCs were recommended by CR as ibest picki.

CU acknowledged that satisfaction among its subscribers, fewer viruses and spyware on the Mac platform were favorable factors that raised Apple products above all others.

Mac ratings all ivery goodi

Appleis Mac desktop and laptop PCs all received ratings in the ivery goodi range.

The 17-inch G5 iMac received an overall score of 80 out of a possible 100. The G4 1.0GHz eMac scored 62. While good ratings, the were well below cheaper, Pentium 4 systems running at 3.2GHz which all received iexcellenti scores of over 91. The difference: better iconveniencei and iexpansioni ratings than Macs.

Apple PowerBook and iBook laptops received more competitive scores with their Windows counterparts. The 15-inch G4 1GHz PowerBook got a score of 65 for a ivery goodi rating. The 14-inch G4 922MHz iBook got a score of 62. All other Windows-based laptops got no better than a ivery goodi overall score.

Concern: worsening support

As wireless home networks become more popular and viruses proliferate, CU said it is becoming tougher for technical support at PC companies to solve complex problems.

"Only 61% of survey respondents said (their technical issues) were solved, seven points lower than in our last survey," CU said. Concerning: 24% of those who phoned tech support say the support agent had problems communicating in English.

The main issue appears to be that tech support of PC makers isnit designed to support virus issues, connectivity problems and issues with third-party add-ons. CU recommends PC users use virus protection, install the latest software updates and be ready for long waits on the phone to find the answers they need.

CU did not break down whether growing tech support issues were primarily a problem with Windows-based PC and their manufacturers, or if problems were slightly up related to Apple Macs.