Computer manufacturer's free technical support systems seem to be failing US customers, according to a new report, but Mac users get a slightly better deal, it claims.
The Consumer Reports National Research Center found that just 55 per cent of consumers who contacted technical support had their problem solved. The data comes from surveys of 20,000 users with computer problems in the US.
These users revealed that most manufacturers provided "dismal" free tech support with two exceptions: "Apple's support for desktops and laptops and IBM (Lenovo) for laptops. Apple solved 76 per cent of survey respondents' problems, and IBM (Lenovo) solved 64 per cent."
In a name and shame game, the report points out that Compaq's free tech support solved just 38 per cent of desktop problems for survey respondents making it "among the worst free tech support programs".
News source: Macworld UK
The Consumer Reports National Research Center found that just 55 per cent of consumers who contacted technical support had their problem solved. The data comes from surveys of 20,000 users with computer problems in the US.
These users revealed that most manufacturers provided "dismal" free tech support with two exceptions: "Apple's support for desktops and laptops and IBM (Lenovo) for laptops. Apple solved 76 per cent of survey respondents' problems, and IBM (Lenovo) solved 64 per cent."
In a name and shame game, the report points out that Compaq's free tech support solved just 38 per cent of desktop problems for survey respondents making it "among the worst free tech support programs".
News source: Macworld UK
However apple are very good with their support and usually it is free. I don't know what it's like in the states, but here in the UK you can make a free appointment with any of UK Stores and get an expert (from the genius bar) to try and help with a problem, help with installing some new hardware or software, help with your iPod really anything to do with apple. And from what ive seen that seems to be across the board with the latest computers and iPod's to older versions.
Usually the only time money will come into it, is when you need something replacing and you haven't got warranty or pro care.
I don't know of many other company's which do this for there customers.
So I'd certainly give their support a few points.
pretty good.
How does Apple UK support compare?
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