[CaliforniaCon]

Re: “Macs are overpriced and a closed architecture”

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All I know of Mac is what I’ve seen in the mall Apple stores — packed with kids checking out the merchandise.

What I also know is that for some reason those Macs are hauled back into the stores constantly — any time I am in a mall that houses a Mac store, there they are, kids marching through the mall(s), lugging their Mac computers.

I know every brand has its issues, but when I go to other stores that carry PCs, I don’t see so many people hauling them in while I’m there.

[Gomez]

when I go to other stores that carry PCs, I don’t see so many people hauling them in while I’m there.

That's because they won't fix them there, they'll tell you it's the manufacturer's problem.

I brought my laptop to the local Apple store a week before the warranty was to expire. The only words I said was "My battery is no good" and "Thank you".

[drubyfive]

The reason you see people hauling their computers into Mac stores is they can get free tech support at the Genius Bar. I don’t know any PC store that offers that.

[Star Traveler]

You said — What I also know is that for some reason those Macs are hauled back into the stores constantly — any time I am in a mall that houses a Mac store, there they are, kids marching through the mall(s), lugging their Mac computers.

—

Well, the answer for that one is easy. None of those other stores will talk to you or look at what the problem is — on the spot — right there in the store. If it’s a problem, you’ll have to mail it or go to some repair shop.

But, with Apple, you can carry it in, they’ll look at it, discuss the problem with you and tell you if it needs to be repaired — or — will many times simply fix it *on the spot* right there, while you are waiting.

That’s why you don’t see those other stores with people taking their computers in. Those other stores would *laugh* at you for expecting them to take the time with you there... LOL...

[Swordmaker]

What I also know is that for some reason those Macs are hauled back into the stores constantly — any time I am in a mall that houses a Mac store, there they are, kids marching through the mall(s), lugging their Mac computers.

A lot of what you are seeing is simply that Apple offers every-hour free training classes on various Mac topics and software and people bring their laptops and even their iMacs in to participate in those classes. There are also paid ($100 for a year) one hour one-on-one weekly training sessions that require you to bring your computer.

Finally, as to reliability. You could not be more wrong. Apple Macs have consistently been rated either #1 or (infrequently) #2 in reliability among computer makers.

As to customer satisfaction, Apple's beat all comers:

Source: Changewave

Consumers' Reports also lists the Apple computers at the top of their listings... and give them very high marks in reliability and in tech support success both this year and last.

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Apple wins big in Consumer Reports survey
Company scores high in help desk support
By Brad Reed, Network World, 05/05/2008

In what is sure to become more fodder for Mac vs. PC ads, Consumer Reports' latest tech-support survey shows that Apple has the best help-desk support for both laptop and desktop systems.

According to the survey, which polled Consumer Reports' subscribers for their experiences with 10,000 desktop and laptop computers, Apple's help desk staff far and away had the highest success rate among computer manufacturers. Apple's tech support team helped their customers solve problems with their computers more than 80% of the time. Industry-wide, help-desk teams from all companies solved their customers' problems around 60% of the time.

Consumer Reports also singled out Lenovo for its "outstanding" tech support for laptops, and Dell for providing "above average" support for both laptops and desktops. HP and Compaq on the other hand, offered "inferior support" for their computers, according to the survey.

Additionally, the survey ranked the best places and methods for consumers to get help for their computers. In-store walk-in tech support for Macs provided for free in Apple stores offered the most effective troubleshooting, the survey found, with user problems getting solved 90% of the time. Another good option is the in-home service offered by companies such as Dell and HP, as 75% of users who called for in-home service reported that they experienced no problems during the process, the report said.

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Consumer Reports Takes a Shine to Apple
By STEPHEN WILLIAMS

Hitting for the cycle is a rare event in baseball, and rare as well in the pages of Consumer Reports.

So when you go three for three—as Apple has in the recent laptop computer-ratings issue—and score highly in other categories, it’s worth at least a nod.

Whether you purchase religiously at retail based on the opinions of CR tests or pooh-pooh their findings altogether—I fall into some middle ground there when it comes to electronics—an educated consumer might do well to examine the charts in the current June issue, just released.

In laptops, Apple MacBooks rated first in the 13-inch category, the 14-to 16-inch size, and the 17-inch list; Dell, Toshiba and Hewlett-Packard were also-rans. The 15-inch MacBook Pro was rated overall with a score of 75 out of 100, ahead of a 64-rated Toshiba Satellite (the Pro costs $2,000, the Toshiba $700).

Among desktops, the Mac mini finished second to an H-P Pavillion Slimline, and the iMac placed second behind a Dell XPS One.

CR surveyed its readers about computer tech support. Apple trounced the field in both desktop and laptop categories.

For shoppers on the cusp of a purchase decision, I’d suggest holding off another month or so. There’s a buzz about, detailed at Apple Insider, that price cuts may be imminent for some of their desktop (as in iMac) and portable (low-end MacBook) models.

Also, it’s a good bet that Apple will again offer a back-to-school promotion for students this summer; last year, the company gave away iPod touch models with most computer purchases. That promotion usually starts in June and runs until September.

[ReignOfError]

I know every brand has its issues, but when I go to other stores that carry PCs, I don’t see so many people hauling them in while I’m there.

That's now I know used cars are much more reliable than new cars. Every time I go to a new car dealer -- any make -- there are always a bunch of folks bringing them back to be serviced. You never see that at used car dealers.

[Star Traveler]

Also, see Post #125 for more reasons why people bring their computers in. You’ll notice that people can bring them in for simple “set up” problems that they’re having or maybe they’ll say, “This worked yesterday, but today, it quit...” and they’re referring to some setting on some software that Apple has, or a system setting or whatever.

Can you imagine getting that kind of thing done *anywhere*, at *any retailer* for *any manufacturer*? It never happens.

But, it does happen at the Apple Retail Stores... :-)