Mac Tech Service Ping!
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Posted on 06/21/2008 9:32:55 PM PDT by Swordmaker
CR’s June Computer Package Also Features Ratings of Desktops and Laptops
Yonkers, NY — Computers are one of the most trouble-prone products Consumer Reports tracks in its annual product-reliability surveys. When it came to solving problems, wait time on the phone and the knowledge of support staff, Apple’s tech support received high scores across the board for both laptop and desktop systems in Consumer Reports’ latest survey featured in the June issue.
Consumers looking for stellar tech support should consider a Mac since Apple’s topped Consumer Reports’ latest Ratings of tech support services. The latest annual tech-support survey, conducted by the Consumer Reports National Research Center draws on subscribers’ experiences with 10,000 desktop and laptop computers. Results revealed that tech support solved problems for only about 60 percent of the respondents who used it. Apple’s tech support was much more successful than others, solving problems more than 80 percent of the time.
Other companies that stood out in CR’s survey were Lenovo, which was outstanding at problem-solving for laptops, and Dell, which was above average in this area for both desktops and laptops. Consumer Reports also found HP and Compaq offered inferior support.
Extended Plans
The relative shortcomings of computers and their support creates a ready market for extra-cost service plans which roll together an extended period of both repair coverage and technical support. Sometimes for-pay support is touted as being of higher quality than the free service. Other extras might also be included, such as in-home tech support and repairs, and online storage for backup.
Consumer Reports doesn’t recommend buying a plan on the basis of its repair coverage alone. Some credit-card companies offer extended coverage, often doubling the manufacturers’ warranty period if the card is used to purchase a computer or other warrantied item. As with extended warranties for other products, CR’s data suggest that on average, computer repairs cost about the same as the plan if the computer indeed needs a repair during the first few years.
About 50 percent of the computers in CR’s latest survey were covered by some type of paid service-upgrade plan, but results and analysis suggest such plans generally aren’t good buys. Below are some instances when consumers may consider purchasing an extended plan for their new computer. CR notes that cost and coverage of extended plans vary widely, so consumers should do some research.
1. For laptops that travel a lot. If the laptop will be especially vulnerable physically, say if it will often be used on the go, consider a plan for repair reasons that will cover accidental damage. Many plans do that while most factory warranties specifically exclude coverage resulting from accidents or misuse.
2. When buying a Mac. CR has long said it’s worth considering an extended plan for Macs due to Apple’s very brief tech support which runs out 90 days after purchase, although unlimited support is available in its stores. While CR’s survey showed Apple’s track record for solving problems among consumers without paid plans was already a standout, it was even better than for support with a plan.
3. For certain PCs. Consumers who anticipate the need for continued hand-holding past the free tech support period with a Dell or Gateway PC should consider buying an extended plan, according to CR. These companies were significantly better at problem-solving for consumers with paid plans as opposed to the standard support offered with the purchase of a PC. Where to Get Help
Consumers in the need for tech support for their computer have many options, although Consumer Reports notes below that some may be better than others. Below are some choices consumers should consider:
Consumer Reports Latest Tests of Desktops & Laptops: Thinnest, Smallest and Largest
Consumer Reports’ look at 24 laptops, 14 desktops and six all-in-ones features the thinnest (Macbook Air by Apple), smallest (Asus Eee PC), and largest laptops (HP Pavilion HDX Entertainment Notebook) ever tested, along with laptops and desktops of unprecedented processing speed. Even component integration is getting extreme, as more manufacturers stuff computer circuitry into monitors to create sleek, one-piece desktops. CR also found basic budget computers and more powerful workhouse- and high-end models that would be fine choices for most people.
Consumer Reports’ recommendations for laptops for basic needs includes two models by Lenovo― the ThinkPad T61, $950 and the ThinkPad R61, $870, Toshiba’s Satellite A215-S5818, $750, and the Dell Inspiron 1525, $675.
Consumers in the market for an inexpensive desktop should consider the Lenovo 3000 J200, $580. For more features and performance, consider these two models by HP―the Pavilion m9100t, $970 or the Pavilion a6250t, $825, and Dell’s Inspirion 530S, $860.
The report which includes comprehensive Ratings and buying advice for tech-support services, desktops, laptops, all-in-ones, and monitors are available in the June issue of Consumer Reports. The reports are also available to subscribers at www.ConsumerReports.org.
Consumer Reports has no commercial relationship with any advertiser or sponsor appearing on this newspaper's web site.
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Don’t forget - when you call Apple tech support, you don’t get some random person in India.
(Unless you ARE in India, in which case you do, and that’s ok.)
LOL
Apples need tech support?
I have a Fujitsu lap top. I called for service once and talked with the service tech we dream of....knowledgable, understandable, thorough and very helpful.
But now I have to listen to my brother who just bought an IMac. He already sounds like he’s an Apple-core.
You just got lucky, then. When I’ve had to call Fujitsu tech support, I usually get India and checklist boy.
DO...NOT...BUY...HEWLETT PACKARD.
Their tech support AND their case managers are the worst. Period. Hands down. Your worst story? I can top it with mine.
Here’s a good example of the “other guys” tech support. http://www.illwillpress.com/vault.html Click on the “Tech Support” story button which is farthest row to the right, second button up from the bottom row. Then press play after the video loads.
My GF has a top of the line Lenovo. Their CS is in the U.S.
Again, DO NOT BUY HP.
I kind of wonder what Sony scored. Then again, I don’t really trust CR.
And chances are a lot of problems can be fixed at the Apple Stores which are starting to be all over the place. I had to wait nearly two weeks for a replacement hard drive when I had a Dell. My sister had to replace her Macbook’s hard drive. She dropped it off at the Apple store, talked to the tech about 20 minutes and then picked it back up 3 hours later. Not a bad system at all.
I work tech support for comcast and I can tell you from experience Dell is awesome while under warranty. I don’t own one but they pretty much get our customer’s crap fixed no questions asked. I’ll give Apple the winning nod though, because they are a fellow domestic call center.
MSI Wind: http://techreport.com/discussions.x/14739
Personally, I’d prefer the Wind. Two of my friends have Macbooks, and I don’t like them. I’m just used to the feel of Windows, plus having two buttons and a wheel on the mouse.
Every Mac shipped since August of 2005 has shipped with a five button, scroll ball mouse.
The laptops have click with two fingers on the touch pad that works actually better than having a second button... or you can activate the tap with two finger approach to the second mouse button... and swipe with two fingers and it is the same as a scroll wheel. The Macs have supported two+ button mouses since at least 1990. Just plug one in and it works.
Being used to the feel of Windows I can understand.
If you get one, and I do when I buy a laptop, BE SURE TO BUY THE MANUFACTURER'S EXTENDED WARRANTY! Do NOT buy the "store" extended warranty plan! If you buy a Best Buy or Circuit City plan, be prepared for major run-arounds.
A friend had purchased a Compaq laptop from Best Buy, and they sold her an extended warranty along with it. When it died, she took it to the BB where she bought it, and they kept it for nearly 4 weeks, before telling her that someone had spilled liquid into the keyboard, and that it wasn't going to be covered by the warranty. They wanted several hundred dollars to fix it. When she demanded that they return her computer as is, they tried to bill her $100 for the diagnosis. She called me about this, and when I contacted best buy and told them that they were in violation of their warranty agreement with Compaq (this was before Compaq and HP went to depot service on their consumer systems), and that I was warranty authorized by Compaq and HP, and I wanted to see the computer, they somehow managed to "fix" the computer under warranty and get it back to her two days later.
A "real" HP extended warranty with accidental protection coverage is less than $400 for 3 years. You may not need it, I never did (at least so far), but if you ever have to replace your LCD because you dropped the laptop, be advised that it's cheaper to just buy a new laptop in most cases.
Mark
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