Customers Rate PC Vendors' Tech Support

VorfeedTech writes "News.com has a story on consumers' satisfaction with tech support. The article goes on to mention ConsumerReports' survey results comparing a few of the major PC vendors. Apple rated the best for tech support. I guess this is where they think different (TM)."

Comments

My Mom's Mac

[standards]

My Mom was proactive and bought a Mac a few months ago. She had problems with connecting to the Internet.

Since I know little about the Mac and how it accomplishes such things, and since I live about 2500 miles away from here, I said "Um, Sorry Mom, call Apple".

And so she did. And to my amazement, they solved her problem. Not only that, but she actually emailed her good experiences to me within a couple hours.

I have to admit this is the only good tech support experience I've heard from a PC company. Years ago, when I had a PC from another well known company, the tech support guys made me jump through 1000 hoops before they'd admit to a problem that could be fixed with a BIOS upgrade.

Apple didn't make my Mom do that!

Re:Who is doing the support.

[Draoi]

Is it an apple employee trained to do tech support or an external support employee trained to support apple?

[OBDisclaimer: I work for Apple, in fact the Euro support centre is next-door but right now I'm speaking just for myself.]

Yes, Apple have full-time, trained employees working on tech support. They do in both the US support site (Sacramento, CA) and in Europe (Cork, Ireland).

By the way, every new Mac sold also contains a diagnostic CD. The user can simply insert it, boot in 5 seconds and get a result back for tech support without even needing a supporting OS!! Kewl or wha' ....