News, info, and opinion by Mac users, for Mac users.

May 5, 2008

hardware

Apple #1 in tech support, again

Posted May. 5, ’08, 6:21 PM PT by Thomas Gagnon-van Leeuwen
Category | Hardware

appleConsumerReports.jpgWe love lists here at MacUser, especially when Apple holds the top spot — or, in the case of People’s “100 Sexiest Men Alive 2008”, when Steve Jobs does.

Wait, what? Oh right, lists!

This time, it’s Consumer Reports surveying users on the quality of tech support. Among all the computer manufacturers, Apple comes in at number #1 in both desktops (81% satisfaction) and laptops (83%). In desktops, Dell is a distant second with 56% while HP and Compaq rot at the bottom of the pit with 47%. As for notebooks, Lenovo takes the second spot with 66%, while Gateway, last, receives a paltry 54%.

In its report, the magazine cites the Genius Bar as an example of great support, with 90% of problems solved. For more gory details, read Macworld’s full article or pick up the June issue of Consumer Reports.

What are your experiences with Apple support and the Geniuses? Personally, I’ve only had to deal with them for a dead iBook G3 out of warranty and a dead iPod, also out of warranty. Needless to say, I wasn’t very successful.


4 Comments

sungoddess Author Profile Page said:

When I was leaving England, my iPod died. It took me a week to find the time to go down to the Genius Bar, but all the slots were filled up. I went online and booked my spot for a chat with one of those Apple Geniuses, and it went a smooth as silk. He checked it, confirmed it was dead and whipped out a brand new one. I was in warranty, and haven't experienced any other major stress with Apple equipment. In any case, I left England to go live in Barbados a few weeks later. iPod is still kicking...

May 5, 2008 6:51 PM
fletcher Author Profile Page said:

I am not very fond of the geniuses, or, well, one genius in particular. I took my MacBook in and the jerk wouldn't fix it. He claimed I was making up my story about it etching concentric rings in DVDs and CDs. My sample CD notwithstanding. It was like I was trying to score a free replacement optical drive. Because, you know, I'm wacky like that. I like getting new MacBook components just for kicks.

May 5, 2008 7:33 PM
Anonymous said:

I had a great experience with the genius bar about a year and a half ago. I had a dead G4 iBook, about 1 week after extended warranty expired. I knew it was a logic board problem. The geniuses looked over it and showed me some grace. They kept the laptop and agreed to fix it even though it *technically* was out of warranty!

Of course, they fixed it, and they fixed the wiring for the display, thinking it was a display problem. Maybe they didn't want to fix the more expensive problem? The computer worked for about 2 weeks, then went on the fritz again. Took it back since it was under a 30 day warranty. The geniuses sent it in to get fixed again, and the second time, replaced the logic board. It has been working great ever since!

May 5, 2008 8:30 PM
Enrique Diazruanova said:

It may be that Apple is # 1 in tech support, but it comes to the very last place when it comes to acknowledge their mistakes!!!

There are right now over 700 users that are affected by the dreaded iMacs and Powerbooks monitors vertical colored lines.
Apple has erased and locked several threads on their help forum because they do not want other people know about this complete lack of quality control.

May 9, 2008 11:43 AM

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