Apple Tops Consumer Reports' Tech Support Ratings, Bests Its Own Score

Discussion in 'Mac Blog Discussion' started by MacRumors, Apr 29, 2013.

  1. macrumors bot


    Apr 12, 2001

    Consumer Reports today released the results of its annual computer tech support survey, which revealed that Apple bested its own scores from last year while also topping every other brand-name computer manufacturer.
    Although the full details of the survey are restricted to Consumer Reports subscribers, Macworld reports that Apple's Genius Bar was able to solve 88 percent of problems for in-store support, compared to 73 percent for Staples' EasyTech and 70 percent for Best Buy's Geek Squad.

    Consumers surveyed also said that Apple was able to help solve 82 percent of computer problems, more than any other manufacturer, with only independent custom computer shops coming close to Apple. Overall, Apple rated 86 out of 100, which the publication describes as "very satisfied." The next closest brand was Lenovo, which scored a 63 out of 100, or "fairly well satisfied."

    Apple traditionally performs well in Consumer Reports' surveys, and has been highly rated for a number of years.

    Article Link: Apple Tops Consumer Reports' Tech Support Ratings, Bests Its Own Score
  2. macrumors 6502

    Apr 26, 2011
    Maybe we all just hate our calls being routed to India.
  3. macrumors newbie

    Sep 8, 2011
  4. macrumors 6502a

    Apr 21, 2009
    Apple is by far the best I only called them twice one time for asking when is my computer arriving and when I forgot to use and iPod touch apple care that was already 2 years old , they was so nice even without asking she gave me a refund
  5. macrumors regular

    Jul 15, 2008
    NYC, New York
    I would expect nothing less from the boys from Cupertino. Keep up the great work guys.
  6. macrumors newbie

    Feb 8, 2011
    It's not rocket science

    It amazes me that while Apple continues to attempt to focus on customer need, its opponents just seem concerned for price. Sure, I'm all for a utilitarian approach to these things -- tech should be available to all -- but I can't figure out why other makers can't try harder. Then there's the media which seems to equate 'cheap' with 'good'. It's quite depressing really.
  7. macrumors 68040


    Sep 24, 2010
    This is great news. I like all the positive stuff coming out about Apple.

    I love Apple support. So refreshing to take a bit of tech into a shop and get some great advice or a fix.

  8. macrumors newbie

    Sep 21, 2008
    Consumer Reports: the same publication that gave the iPhone 4 a "don't buy" recommendation.
  9. macrumors 65816


    Jul 7, 2012
    Adelaide, Oztwaylya.
    I have nothing but compliments for my one and only call to the Apple help-desk. I was referred to an agent for repairs and my new 27" screen was in place and back here within a matter of days! Couldn't ask for better, except for it not to have needed repairs, but faults can happen to everything, it's part and parcel of humans being involved with manufacturing processes.
  10. macrumors 65816

    Aug 14, 2009
    Interestingly, the 15" MBP and 13" MBAcame out on tops as well, with the 11" MBA finishing second. The Dell XPS13-1000SLV Ultrabook came out as a Best Buy over the 13" MBA.

    As with an CR results, it's best to check how the features you value scored since overall scores may include things of no value (either as a + or - to final score).
  11. macrumors 68020


    Jun 22, 2006
    The thick of it
    That's why I buy AppleCare -- for unrestricted access to that impeccable customer service. I've called them many times, even for seemingly minor questions I've had, and they're always unfailingly helpful.
  12. macrumors 6502a

    Jul 25, 2006
    San Francisco Bay Area
    Anyone can list an instance where they've gone into an Apple Store and didn't have a great experience (e.g. long wait times, inattentive staff). But overall, I think they deserve credit for providing a great tech support environment.

    -staff is usually smart, friendly (esp. if you compare to other retailers)
    -repair turnaround is usually 3 days, not 3 weeks
    -stores are extremely clean and thoughtfully laid out

    What politician said "Don't compare me to perfection, compare me to the alternative"? ;)
  13. macrumors regular

    Jun 8, 2010
    I agree entirely, they are masters at customer service but then we do pay for it!
  14. macrumors 68000

    Oct 31, 2005
    And pay it gladley! This is one of the many things that sets Apple ahead of the rest of the pack. Most of the pack spends their money on product features, while Apple users are more than willing to pay extra for the many benefits.
  15. macrumors 6502


    Jan 15, 2013
    Ha! I remember that. CR got skewered on MR. So now I'm going to guess they are reputable and accurate in their assessment. We humans are a fickle bunch.

    On topic. Apple does have the best customer service regardless of who says it.
  16. macrumors regular


    Oct 2, 2011
    "The full details of the survey are restricted to Consumer Reports subscribers."

    That's not even 1% of actual consumers.
  17. macrumors newbie

    Jul 25, 2012
    I absolutely agree that Apple support is second to none. Could not believe my one experience with a MBP hardware issue at the genius bar--the battery was burning/warping it and they fixed it right there on site! But still:
    to be fair, because of the relatively small number of devices and configurations of what Apple has to support compared to Staples or the Geek Squad isn't really a fair comparison. Apple can keep (most) parts for just about anything they sell in-store, which is nearly impossible for Staples or Best Buy. I think 73% and 70% respectively for them is surprisingly pretty good as well.
  18. macrumors 6502

    Sep 12, 2009
    Beaumont, CA
    Odd, did the moderators just delete a couple of comments in this thread? Seems uncalled for.
  19. macrumors 6502a


    Jun 9, 2009
    Actually, it was "not recommended". They didn't mention anything about not buying it.

    If the comments were off topic, then they get deleted. I've found this out the hard way. Chances are yours will too.
  20. macrumors 6502

    Sep 12, 2009
    Beaumont, CA
    I wasn't referring to a comment that I posted, but a delightful and ironic comment that someone wrote in Junglist poking fun at how Phandroids would react to the news. Seemed on topic to me.

    Maybe the author of the article was miffed because someone criticized their use of the word "best" as a verb? Huge overreaction.
  21. macrumors 6502a


    May 25, 2011
    Dundee, UK
    love going to their store, its like candy land , make you wanna work hard and get all the candy :cool:

    Then you see all those guys in blue , you cant wait to come back with a faulty candy cos you know its gonna be fixed with a real smile.:D
  22. macrumors newbie

    Sep 21, 2008
    Thank you for the correction, I didn't remember the exact details.
  23. macrumors 65816

    Apr 16, 2004
    Drifting through space in a broken escape pod
    The thing is Apple doesn't really have competition in the traditional sense. Either you're buying an Apple product and you know you are, or you're buying Something Else. When all the Something Else is commoditized and fairly low quality, you don't need great support. For every customer you lose, you pick up from somebody else's poor support. Apple, being more of a specific choice to begin with, has to keep those users that it wins over to begin with, because there's no endless pool of similar brands to churn with. Plus their higher margins gives them the budget for better support.

    The other makers aren't stupid, they simply recognize that without a way to distinguish their products from anyone else's, they have to race to the bottom to compete, which doesn't leave a lot of money for good support. There's not a lot of room for many Apples, and carving out a niche is hard work.


    They aren't terribly relevant when it comes to tech matters, to be sure. Their computer, tablet, and smart phone reviews have always been pretty worthless and filled with ignorance. Lucky we have numerous specialized sources for that kind of information.

    When it comes to consumer satisfaction surveys, they do know their stuff, though. They've been doing it a long time and have excellent methodology.

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