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[dvHW] Apple has the best tech support

post #1 of 27
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Quote:
Consumer Reports writes Apple has the best tech support of the industry, their annual reliability survey found that Apple's support solved 81% of desktop problems and 83% of all laptop problems.
"Apple is again at the top of the heap with tech support," said Donna Tapellini, an associate editor at the magazine. The survey, conducted from September 2006 to January 2008, represents more than 10,000 desktops and laptops.

Those numbers are massively better than Apple's PC competitors. Dell was a distant number two for desktop problems with 56 percent satisfaction, followed closely by Gateway at 54 percent, and HP and its Compaq brand at 47 percent.

On the laptop side, the PC makers did better, with Lenovo following Apple with 66 percent satisfaction, followed by Dell at 60 percent, Toshiba at 55 percent, Gateway at 54 percent, Sony at 51 percent and HP at 48 percent.

Apple retail strategy appears to be a key factor in its customer satisfaction success. Apple's "Genius Bar," where employees provide walk-in support, resulted in satisfied customers 90 percent of the time, the survey found. Unlike many other companies' policies, where consumers can't even talk to tech support if they are out of warranty or they don't have an extended support plan, any Apple customer can bring a machine into the store and get a free diagnosis. Customers must, of course, pay for repairs if they haven't purchased the AppleCare extended warranty.
Source
post #2 of 27
Impressive
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post #3 of 27
I generally dislike Apple as a company, some of their marketing methods just get over my head. But they do have good customer support, and walk-in stores all over for their customers, and for that, i give them thumbs up and keep up the good work.

Edit: 700
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post #4 of 27
Hmmm you do have to wonder what kind of tech support people were seeking.

"Oh my mouse doesn't click" and "I can't click and drop" [Maddox work there] do influence the results. Now I know that most Mac users are normal but there are way more idiots in the Mac realm.
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post #5 of 27
I would say they have the best tech support: http://docs.info.apple.com/article.html?artnum=86816

/sarcasm
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post #6 of 27
i like being able to walk into my local apple store, and get tech support on the spot in person...


I had a motherboard die in a macbook pro last month, and i just walked in, and the swapped out my hdd into a new laptop, with better specs at zero cost from me...

in and out in like 45 min...
good enough
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post #7 of 27
Quote:
Originally Posted by Wall_Socket View Post
I would say they have the best tech support: http://docs.info.apple.com/article.html?artnum=86816

/sarcasm
Haha!

It's hard to go wrong offering advice like that.
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post #8 of 27
Quote:
Originally Posted by JoBlo69 View Post
i like being able to walk into my local apple store, and get tech support on the spot in person...


I had a motherboard die in a macbook pro last month, and i just walked in, and the swapped out my hdd into a new laptop, with better specs at zero cost from me...

in and out in like 45 min...
Thats what she said.

Good to hear though!
post #9 of 27
I would agree with this, apple is great with support.
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post #10 of 27
Seriously, this is no suprise, its stating the obvious.

Apple have full control of thier hardware, so its no wonder. your at thier mercy should things go wrong; they're providing a service the consumer should be entitled to..
Typical of proprietary systems, they don't follow standards - they just make it all up as they go along, they only have thier own interests at heart.

I don't like being left in the dark just so they can pocket a bit more money, this is why i find them so unappealing. bloody snakes.
Edited by Thingamajig - 5/12/08 at 5:16am
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