“Consumer Reports” has published results of its latest survey (http://blogs.consumerreports.org/electronics/2010/03/best-and-worst-tech-support-ratings-laptop-desktop-computer-survey-reviews.html) on the best and worst companies for computer tech support. And Apple, as you might expect, excelled.
Scores are based on an annual survey from the Consumer Reports National Research Center this past January of over 7,000 desktop- and laptop-owning subscribers to “Consumer Reports.” Respondents weighed in on the ability of manufacturer’s tech support to solve their problems, the communication and knowledge of phone support staff, how long they were placed on hold, and the quality of the company’s online support. “Consumer Reports” grouped together computer labels made by the same company (HP and Compaq were ranked together, for example).
Of the six major manufacturers, one earned top marks across the board (guess who?), and left the others in its wake in terms of overall satisfaction. In striking contrast, another manufacturer received disappointingly low scores in overall satisfaction among respondents.
Apple scored 86 out of a possible 100 for laptops. That’s 23 points higher than Lenovo, which scored a 63. When it comes to desktops, Apple scores 87, which compares to Dell’s second place ranking with a score of 55.
— Dennis Sellers