Apple tops for tech support

Stephen Withers
Tuesday, 06 May 2008 10:08

IT Industry - Strategy

Apple's "stellar" tech support topped the list in a recent survey conducted by a consumer group.

Consumers Union's Consumer Reports analysed its subscribers' experiences with 10,000 desktop and notebook computers, and found overall tech support staff were only able to solve problems for 60 percent of respondents.

Apple did significantly better, providing solutions more than 80 percent of the time for both desktop and notebook models, and also received high scores for wait time and knowledgeability.

"Consumers looking for stellar tech support should consider a Mac," said Consumers Union officials.

Respondents received especially good support from the Genius Bars in Apple Stores. They "provided the best troubleshooting by far, solving problems 90 percent of the time" and do not charge for the service unless repairs are required.

Lenovo and Dell also managed above-average ratings, but HP and Compaq (an HP brand) fell short. Dell and Gateway provided "significantly better" help for customers who took a paid support plan than to those relying on the free support offered with the computer.

Consumer Reports noted the least effective tech support was provided through manufacturers' web sites and via email, although free phone support was "frequently less than exemplary with at least 59 percent reporting at least one problem."