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

A Universal Truth...

[RomSteady]

Those in the know about any subject almost always think those who are not in the know are complete idiots.

When you are supporting something, you become a genre expert, and as such, have a domain of knowledge about the product that few outside of tech support could hope to attain.

Besides, when you've worked tech support, you only remember the bad calls, never the good ones.

I used to be a big Dell fan until...

[BlackMesaResearchFac]

...I had to use their customer support.

I've had two Dell computers without problem. The PCs worked fine for the duration of their life with me(2-3 years) and all was good.

This past winter I was going to buy another one only I had a complete brain fart about the limit on my card since I had never used it to make a purchase over $100 online.

So they send me an e-mail back saying the bank denied my purchase but did not give them a reason and I was to call Dell back, yadda yadda. So after figuring out about the limit from my card company I call Dell back and explain. I called the number they told me to call in the e-mail but after waiting 20 minutes to talk to them they had to rout me through to someone else because it wasn't the right department. So I wait another 20 minutes and I explain the problem to the next person...oh wait, it's not their department so they route me some place else. So I wait another 20 minutes and I explain the problem to the next person...oh wait, it's not their department so they route me some place else. Only this time my connection is disconnected...

I was so irritated I just forgot about the entire thing. In 2 days they had to release my order (as said in the e-mail) and I never did get a Dell. I built my own computer (thank goodness).

This could have all been avoided had I not bought the computer on the last day of a significant sale (free shipping -$90 plus a free upgrade or two, so I was saving quite a bit). Because of that I couldn't just cancel the order and configure and buy again.

In any event, that entire ordeal soured me to Dell.

After a great experience building my own computer months later, I'd never go back unless perhaps I ever bought a laptop.