Agreed...however, I would have expected MUCH HIGHER ratings from Apple since they own the hardware, OS, and very likely the apps people are calling in for help.
80% is pretty sad (in my opinion) for a company who makes the whole darn thing...and for a company who claims "it just works"...well, it doesn't work (obviously) and if 20% of your upset customers still give you a bad grade on the tech support call, that's even more an embarrassment.
Although I feel all computer companies pretty much stink at Tech Support, the PC vendors of the world rarely get good ratings because each vendor (Dell, HP, whoever) may only "support" certain items. Of course you can pay for additional "coverage" like Microsoft Office tech support through Dell. But overall nobody is going to spend a lot of time trying to help you. Great example: My dad called Comcast the other night because his MS Outlook was failing to send a message. Comcast immediately told him to call Microsoft. I'm surprised Comcast didn't tell him to call Dell.
It's usually just a finger pointing game. I'm a techie and I hate calling any tech support because I am keenly aware of their inabilities.
Anyway, the Support business is a tough business to make friends and get good marks...people are calling in mad (do you ever call Tech Support happy?) and there's a 30% chance (or higher) that at the end of the call the end user is unhappy about what the fix was (deleting something, losing data, reinstalling, long hold times, long time to fix, dropped call, uninstalling/disabling something else to fix the initial problem, bring the computer in, send out a tech rep to replace a part, etc). So when they get that wonderful "would you like to participate in a survey?" from Biff the Sr. Tech Lead (who likely can't deduce why his Christmas tree lights aren't on), the end user is foaming at the mouth ready to give a nasty review.
-Eric
