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Consumer Reports survey ranks Apple top for tech support among PC makers

genius

If you want quality, reliable tech support for your computer, get a Mac. That’s according to the results of a new Consumer Reports survey that ranked Apple top among PC manufacturers for technical support post-purchase for the ninth year running…

Of the 3,200 participants that took part in the survey, Consumer Reports notes that “Mac users gave Apple’s phone and online support glowing reviews, and four out of five said tech support was able to resolve their problem.” That’s compared to “a 50-50 chance that a manufacturer’s tech support will do the trick” among the Windows PC manufactures included in the survey.

Apple has been at the top of the list since Consumer Reports first started surveying consumers about tech support in 2007, “even though Apple provides just 90 days of free phone and online tech support, compared with one year for most Windows PC companies.”

The help desks at Windows PC companies often didn’t live up to that name. For four of the six PC brands in the survey, tech support solved only half of the problems consumers brought to them. Even the best of them—Lenovo and Dell—came through just 61 percent of the time.

Apple does, however, offer a year warranty on hardware for its products and the option to extend support through AppleCare for around the same price most other retailers charge for a single appointment just to diagnose the issue.

And not surprisingly, results for the Apple Stores were just as impressive:

Users who went to a walk-in retail store for help were generally pretty happy, whether they had a PC or a Mac. The Genius Bars in Apple stores were among the best-rated options, and independent shops were rated pretty much even with Apple. Best Buy’s Geek Squad and Staples’ EasyTech were a step behind Apple and the independents but did a decent job… There’s one huge difference among them: The Genius Bars in Apple retail stores offer free lifetime support. With the other services, you generally have to pay for help. Prices vary greatly depending on the service you need and by retailer, so get an estimate before you commit.

Consumer Reports has more stats from the survey on its website.

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Comments

  1. lkrupp215 - 9 years ago

    The chronically disappointed and malcontented crowd screams the loudest so they get the attention from tech media. Then surveys like this come out to indicate the reality is quite different. Of course that same crowd stubbornly refuses to accept such information and labels it suspicious and invalid. They KNOW Apple products are crap.

    • mesquitemonkey - 9 years ago

      “They KNOW Apple products are crap.” Riiiiiight. You just keep on being you, mkay?

  2. adriantoth78 - 9 years ago

    Apple features itself how much they care about the healthy side of the products, green products…unfortunately the reality shows totally opposite, which I deem it ridiculous from then they don’t even do a very basic thing which has known for ages the electronic devices, computers should be earthed, grounded to come witth real linked 3 prongs cable and plug connected the device, otherwise it’s emf exposure is very high and they carelessly expose their customers users to that. This is why if you touch the house of your Mac book or Mac mini you can even feel the electric around it by your hand, this is one of the huge mistakes. It seems nobody takes the consequence of Steve Jobs sickness as well it just one example talks for itself, on the other hand all of their products going on the totally wireless direction which for many people sounds good, it’s ” comfi and fashion” meanwhile you sacrifice your health for it instead of using the minimal cables to be more stable and avoid the exposure of the harmful waves you get from wifi and wireless solutions. I just put the question if you have the choice why to choose and walk on the wrong way is totally bad to your health, but it must be your choice!

Author

Avatar for Jordan Kahn Jordan Kahn

Jordan writes about all things Apple as Senior Editor of 9to5Mac, & contributes to 9to5Google, 9to5Toys, & Electrek.co. He also co-authors 9to5Mac’s Logic Pros series.