Apple Edges Samsung to Top U.S. PC Customer Satisfaction Survey for 13th Consecutive Year

[69Mustang]

How can someone's customer satisfaction be high when their phone burns down their house?

Are you asking how a company's PC satisfaction rate can be high in a PC satisfaction survey? Not sure if serious. If so, the answer is pretty easy. The survey questions specifically pertained to satisfaction with PC's. I feel safe in assuming they didn't ask phone, TV, refrigerator, washer/dryer, ship building, or chip manufacturing questions... in a PC satisfaction survey.

 

[PBRsg]

Well I thought so too but someone on this forum has been continuously trolling people that PCs/Macs are not the only computers. Read my response to him and I am hoping I laid the discussion to rest.

https://forums.macrumors.com/posts/23616834/

The list says PCs and the general wisdom is that PCs are production devices (Linux, OS X, Windows), while mobile devices (iOS, Android) are consumption devices. Windows Mobile is blurring the lines, but Amazon devices are clearly in the second category.

 

[maxsix]

Yes, iPhones and iPads and Apple Watches and Apple TVs are computers, just not in the "old" way many got used to.

When you see someone holding up an iPhone in front of one' face to talk to someone (and not like many have been conditioned to in the last century by holding it to one's ear), then you see someone who sees that device not as a phone, but as a computer with phone capabilities.

Consumer facing iDevices primary role is to continue to keep Apple Fat and Happy.

Don't look now, but desktops and laptops are the mainstream computing and creation tools used in research and development, design, scientific and medical fields across the globe. Largely Unix and Windows based, every product and service available today was created by these essential tools.

You wouldn't be living in the advanced society we enjoy today... without these "old" computers.

 

[sudo1996]

The only good stories I hear happen to be on Apple-positive forums. Never actually met someone who can say they got all this free upgrade stuff from dealing with Apple support. So... yeah.

My personal experience has been much better dealing with Dell (of all places) than with Apple.

I'd rather deal with 4 of the companies lower than Apple in that article over dealing with Apple again.

OK, that's your experience, small sample size. Sorry to hear that. They weren't nice to me either, only my mom that one time, and I was sharing the story. Just don't call me a liar.

 

[kdarling]

How can someone's customer satisfaction be high when their phone burns down their house?

As others have noted, this was a survey about desk/laptops and tablets, not phones.

But on that topic, over the years Apple has recalled almost two million laptop batteries which sparked fires, and burned down at least one house.

Thus, by your understandable prediction, Apple should have low satisfaction. Yet look at this survey where they still came out on top.

The thing is, unless you're one of the few who get burned, other people's problems don't stay in memory very long.

 

[AppleScruff1]

If they had given us new MacBook Pros, Samsung would be eating their dust right now.

Why? Isn't this about customer satisfaction?
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Not even that. If they just dropped the spinning drives and dropped the pricing, the satisfaction would be way up.

Why, 84 out of 100 isn't very good?
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Are you asking how a company's PC satisfaction rate can be high in a PC satisfaction survey? Not sure if serious. If so, the answer is pretty easy. The survey questions specifically pertained to satisfaction with PC's. I feel safe in assuming they didn't ask phone, TV, refrigerator, washer/dryer, ship building, or chip manufacturing questions... in a PC satisfaction survey.

I'm very satisfied with my Samsung washing machine and when they called me for a satisfaction survey I said I really liked my Red Wing boots.
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This was almost definitely conducted BEFORE the Samsung phones started exploding.

Why would phone problems affect computer satisfaction?

 

[keysofanxiety]

Why, 84 out of 100 isn't very good?

Oh, don't get me wrong, it's a great satisfaction rating. I was just venting a little personal frustration. The main complaint I get at work with Apple systems would be 'my Mac is running slowly'. You don't really get them from Flash systems unless there's a hardware issue, or if they have an uptime running into weeks.

A lot of consumers don't really understand or appreciate what difference an SSD makes, and if you try to tell them and offer to fit one, they just think you're upselling.

All they can see is they've spent £1000+ on a brand new iMac, and yet their friend's 3-year-old rock-bottom 11" MacBook Air boots and loads applications quicker.

I would argue that sort of experience does hurt the brand. Standardising a minimum of Fusion across the board would make an insane difference to perceived performance.

Otherwise, I haven't many quarrels about Apple products.

 

[AppleScruff1]

Oh, don't get me wrong, it's a great satisfaction rating. I was just venting a little personal frustration. The main complaint I get at work with Apple systems would be 'my Mac is running slowly'. You don't really get them from Flash systems unless there's a hardware issue, or if they have an uptime running into weeks.

A lot of consumers don't really understand or appreciate what difference an SSD makes, and if you try to tell them and offer to fit one, they just think you're upselling.

All they can see is they've spent £1000+ on a brand new iMac, and yet their friend's 3-year-old rock-bottom 11" MacBook Air boots and loads applications quicker.

I would argue that sort of experience does hurt the brand. Standardising a minimum of Fusion across the board would make an insane difference to perceived performance.

Otherwise, I haven't many quarrels about Apple products.

I can understand the frustration. And I agree about the SSD, many consumers just don't know the benefits, and IMO, at this point in time and for the prices being charged, Apple shouldn't even be offering a spinning drive.

 

[Tom-Helge]

Apple is still the best hands down with customer service.

I'm not so sure about that after watching this video.

 

[I7guy]

I'm not so sure about that after watching this video.

So a sample size of one is all you need for an opinion out of the possibly tens of millions of cases?

 

[Tom-Helge]

So a sample size of one is all you need for an opinion out of the possibly tens of millions of cases?

And you think that's the only case of that where Apple is doing that towards it users?

I do infact hear alot of horror stories with the Apple customer service. So i don't think the Apple customer service really is that good to be honest. Yes, someone might be lucky over others, but being in need of luck to get the faulty products from Apple fixed, is not a good way to go.

Now, what about this that's a big 'F**K OFF' from Apple to it's users?: http://www.extremetech.com/electron...one-6-touch-disease-but-refuses-to-discuss-it

Is that also nothing to worry about and all fine and dandy, or?

 

[I7guy]

And you think that's the only case of that where Apple is doing that towards it users?

I do infact hear alot of horror stories with the Apple customer service. So i don't think the Apple customer service really is that good to be honest. Yes, someone might be lucky over others, but being in need of luck to get the faulty products from Apple fixed, is not a good way to go.

Now, what about this that's a big 'F**K OFF' from Apple to it's users?: http://www.extremetech.com/electron...one-6-touch-disease-but-refuses-to-discuss-it

Is that also nothing to worry about and all fine and dandy, or?

Apple does the right thing. iPhone 5 home button recall? Or is that conveniently forgotten?

And you hear "a lot" of "horror stories"? Anecdotal hyperbole?

 

[Tom-Helge]

Apple does the right thing. iPhone 5 home button recall? Or is that conveniently forgotten?

And you hear "a lot" of "horror stories"? Anecdotal hyperbole?

Apple does NOT do the right thing by denying their customer free repair over their own design flaws that breaks customers iPhone 6 models after 2 years. It's a dirty trick to try and lure those customers over to buy a new iPhone.

 

[I7guy]

Apple does NOT do the right thing by denying their customer free repair over their own design flaws that breaks customers iPhone 6 models after 2 years. it's a dirty trick to try and lure those customers over to buy a new iPhone.

I don't know if the Denied anything or not or if there is a big enough issue will do a recall. For sure though I thought the "planned obsolescence" conspiracy theories were put to bed. But guess there is some lingering doubts.

 

[dilbert99]

Sargasm? Where?

And I know about that poll. I read it. I wrote it. I ate it. Most people are clueless when it comes to computers, electronics, cars, biology, physics, mathematics. Let's call all malware viruses then.

That doesn't alter the fact that lots of people don't consider phones to be computers. Just because someone might think they technically are doesn't make it so.

The majority of people think of a computer as being a device that has a keyboard and a screen and runs a desktop OS.

I can't think of anything worse than trying to be productive writing computer software on a phone.

 

[Radon87000]

I don't know if the Denied anything or not or if there is a big enough issue will do a recall. For sure though I thought the "planned obsolescence" conspiracy theories were put to bed. But guess there is some lingering doubts.

So Touch Disease isn't planned obsolescence?

 

[I7guy]

So Touch Disease isn't planned obsolescence?

No more Than exploding batteries.

 

[Nefilim]

apple makes computers?

Yes, and it seems that the buyers are very satisfied with them.

 

[Radon87000]

No more Than exploding batteries.

Did the batteries explode at the end of the Note 7's shelf life?There you go

 

[I7guy]

Did the batteries explode at the end of the Note 7's shelf life?There you go

At the beginning that should be the clue.

 

[Radon87000]

At the beginning that should be the clue.

The flaw in your reasoning being less than 1% of the Note 7 were actually affected while all iPhone 6 are affected by Touch Disease so it's obvious who exercised planned obsolescence and who didn't

 

[I7guy]

The flaw in your reasoning being less than 1% of the Note 7 were actually affected while all iPhone 6 are affected by Touch Disease so it's obvious who exercised planned obsolescence and who didn't

A recall isn't a flaw and it should tell you something about planned obsolescence. But let's not let deflections and false equivalency in here.

 

[Digital Skunk]

Hey! That's my dream!

I gotta think Apple's own engineers and designers are screaming for this too!

They have to be. And what makes it hard is that I work at a TV station that uses HP Elitebooks and Dell M6800s. It's a HUGE machine, but it's surprisingly FAST compared to almost ANY of the Macs I've used.