Apple Dominates Consumer Reports' Tech Support Ratings

[LaunchpadBS]

This must be an American thing, in the UK the tech support is atrocious!
1st off the call centre is in India, no surprise there, 2nd they read off a script and have very little practical knowledge of any OSX and if you actually have a problem more often than not their only solution is to book you in for a genius visit.
Apple UK tech support gets a massive thumbs down from me.

 

[twilson]

For anyone who cares, if you go to Dell's support website and do an online chat with tech support you will have a much, much better experience.

Apple has that too, have used it myself quite good, although it does feel impersonal.

Don't Dell's phone support is as good as Apple's though, having had the misfortune of having to call on occasions.

 

[alent1234]

last time i called Dell's consumer phone support was a few years ago on a Sunday night. 20 minute wait time. i was told my 3 year warranty that i paid for didn't cover the battery.

when i did help desk i used to call Dell's business PC support and the wait would be anywhere from 15 minutes to 2 hours. this was 10 years ago. i tried the express service code a few times and i swear it always took longer than the regular IVR queue

 

[jamest71]

People have actually voted this as negative?
I guess those people would vote the Toyota problems as a positive.

 

[scuac]

My experience

Two years ago my 2006 Macbook stopped booting and was giving me cryptic messages. I called Apple support and after explaining my problem and describing my computer, the guy told me that he cannot really help since it is out of warranty but I could buy the extended warranty on the spot and then he can give support. I said nevermind then, and as I was saying goodbye he said:
"Ok, you know, why don't try this ...bla bla bla... or this ...bla bla bla... if that doesn't work go to our support website and look for code X. But i didn't tell you any of this."

That actually helped solve my problem. I am writing this from that 2006 Macbook.

That was so far my only time I had to call them, but it caused a great impression on me. Just my 2 cents.

 

[AidenShaw]

last time i called Dell's consumer phone support was a few years ago on a Sunday night. 20 minute wait time. i was told my 3 year warranty that i paid for didn't cover the battery.

HP sucks too, their printer warranty won't replace empty ink
cartridges.

Seriously - batteries are consumables just like printer ink,
Applecare doesn't cover them either.

Dell does offer optional extended battery protection for some
laptops.

Extended Battery Service

Select options below

[] None

[] 1 Year Extended Battery Service for Year 2 of System Life [add $79]

[] 2 Years Extended Battery Service for Years 2 and 3 of System Life [add $89]

 

[Eidorian]

Yeah people want to complain about the price of apple products but you get some real value and worth with it.

I know people want to spend $349 on a laptop and get top notch support but that is not the way the world works.

I don't think many people look at their support contract when they go to buy a computer. They only look at the price of the hardware or get tagged by retail store extended warranties.

I always make sure I get NBD and/or on-site and beyond one year if it's worth it for the hardware "investment".

 

[BVeritas]

Seriously - batteries are consumables just like printer ink,
Applecare doesn't cover them either.

How many times can you be wrong? Just got a new battery absolutely free for my MacBook 17 after 30 months.

 

[Eidorian]

How many times can you be wrong? Just got a new battery absolutely free for my MacBook 17 after 30 months.

Did Apple go on about how the battery has a one year warranty independent of AppleCare and how lucky you are that they're going to replace it?

 

[AidenShaw]

How many times can you be wrong? Just got a new battery absolutely free for my MacBook 17 after 30 months.

I first read that as "my MacBook I 7"... But that's not
here yet.

Was the battery defective (swollen, leaking, burst into flames),
or was it just weaker than it was when new?

If I'm wrong, why does Apple say:

Notebook Owners
Your one-year warranty includes replacement coverage for a defective battery. You can extend your replacement coverage for a defective battery to three years from the date of your notebook purchase with the AppleCare Protection Plan.

However, the AppleCare Protection Plan for notebook computers does not cover batteries that have failed or are exhibiting diminished capacity except when the failure or diminished capacity is the result of a manufacturing defect.

http://www.apple.com/batteries/replacements.html

__________________
-as
Zero Population Growth - Have you talked about it with your gay friends, your gay colleagues and your gay relatives? Why not?

Wouldn't it be more effective to talk about ZPG with the breeders that you know?

 

[BVeritas]

I first read that as "my MacBook I 7"... But that's not
here yet.

Was the battery defective (swollen, leaking, burst into flames),
or was it just weaker than it was when new?

Can't help your ability to read, but my battery was simply not holding a charge. No questions, they simply replaced it.

 

[AidenShaw]

Can't help your ability to read, but my battery was simply not holding a charge. No questions, they simply replaced it.

Congratulations for being lucky enough to talk to an Applecare
representative who was in a generous mood. The Apple website
clearly says that "not holding a charge" is only covered for
12 months.

__________________
-as
Zero Population Growth - Have you talked about it with your gay friends, your gay colleagues and your gay relatives? Why not?

Wouldn't it be more effective to talk about ZPG with the breeders that you know?

 

[teddavis4]

Worst support

I strongly disagree with the statements made. Apple has proved time and time again that they have the worst support on the planet.