Apple 'Smokes the Competition' in Reliability Survey
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algiris
macrumors 6502a
And? We are talking here in general. Some Apple products sucked in that aspects and no one is arguing that. My MacBook is one big crack for example, but it works 3 years and counting. Apple also replaced top piece for free not so long ago.
cmaier
Suspended
Maybe it's you. I've had nothing but joyous interactions with the folks at the genius bar. One MBP died because of the nVidia bug, and they replaced the mainboard within 48 hours. Another had trouble burning discs. I just told the guy that I had trouble, and they replaced the drive within an hour, no questions asked. On multiple occasions I've had iPhones swapped within minutes, without them asking any questions or even testing the phones themselves. And I've walked in with dead power bricks and walked out with new ones on two occasions, both with no questions asked. My wife walked in with questions about how iMovie was working, and they spent 45 minutes walking her through it. I couldn't ask for better customer service, though I would prefer to have to make less use of it
For sure. One time my expensive HP laptop started bluescreening, within a week of me getting it. First, the guy in India didn't believe it was an HP laptop because the model number wasn't in his database (it was a CTO). After a couple hours of phone tag, I finally got someone who believed me, but then he said they wouldn't do anything about it unless I wiped the drive and returned it to factory-defaults because they can't support laptops with third party software on them. It was crazy.
skate71290
macrumors 6502a
Apple does rank number 1 in customer service for me, when comparing against others such as Dell, i like the fact that i can take it to an Apple Store and not have to listen to some idiot on the other end of the phone telling me stuff i have already tried then waiting ages before it's fixed and shipped and returned to me!
aristobrat
macrumors G5
79,000 consumers?
Same experience here. I work in IT for a Fortune 500, and Dell's enterprise customer support has always been excellent.
Dell's "home" customer support is an entirely program. Having watched my roommate's and neighbors' frustrating experiences with it, it appears to be nowhere near the caliber of their "business" customer support.
Stella
macrumors G3
I'm fully aware of that, that is why I also cited that my other mac computers have been trouble free. That was my experience.
My MacBook Pro has been the most unreliable computer I've owned in the 17 years I've been buying them. It's still been a great computer but I'm dreading the next time it goes wrong because it's now out of warranty. The service at my local Apple Store has been very good though.
I'd have to agree. I've been a PC user for most of my life, but have been slowly collecting iDevices over the last 3-4 years (iPods, iPhone, ATV). I'm probably going to get an iPad when the next generation comes out as well.
Dealing with Apple has been an absolute pleasure, compared to my previous experiences. Being able to make an appt with an actual live person at the Genius Bar is unheard of in the PC world. My last time there was for a wet iPhone. Even though the wet sensors were tripped, they replaced the screen free.
On another note, I have been pleased with Asus as well. I have one of their nettops in my kitchen and had to call for service. There was a bit of a language barrier (India), but they diagnosed the problem quickly and set up a return shipment right away. Far cry from the horrible support I've gotten from HP, Dell and Gateway (including the supposed "premium support" when I was in IT at a Fortune 1000 company)
Dealing with Apple has been an absolute pleasure, compared to my previous experiences. Being able to make an appt with an actual live person at the Genius Bar is unheard of in the PC world. My last time there was for a wet iPhone. Even though the wet sensors were tripped, they replaced the screen free.
On another note, I have been pleased with Asus as well. I have one of their nettops in my kitchen and had to call for service. There was a bit of a language barrier (India), but they diagnosed the problem quickly and set up a return shipment right away. Far cry from the horrible support I've gotten from HP, Dell and Gateway (including the supposed "premium support" when I was in IT at a Fortune 1000 company)
ucfgrad93
macrumors Core
My experiences with Apple have always been outstanding. On my iMac, the first version of the aluminum iMac, the harddrive has crashed, the logic board went bad, and the superdrive wouldn't write to a dvd. Each time, they have replaced the parts under Apple Care and I've had my machine back the same day.
algiris
macrumors 6502a
It could be better
Fixing problems is good; not having problems is better.
The last four items I purchased from Apple had problems.
My iPhone had to be returned due to a screen issue; it was replaced.
My iPhone bluetooth headset was replaced three times and now doesn't work but is out of warranty. Apple discontinued that POS.
My iPhone 3Gs had issue and was promptly replaced.
My MBP unibody has graphic flicker and I need to take it in.
I have always been treated well by Apple's support people but it would be nice to have things I buy not have issues in the first place. Now I buy something expected to have a problem and that in itself is sad.
Fixing problems is good; not having problems is better.
The last four items I purchased from Apple had problems.
My iPhone had to be returned due to a screen issue; it was replaced.
My iPhone bluetooth headset was replaced three times and now doesn't work but is out of warranty. Apple discontinued that POS.
My iPhone 3Gs had issue and was promptly replaced.
My MBP unibody has graphic flicker and I need to take it in.
I have always been treated well by Apple's support people but it would be nice to have things I buy not have issues in the first place. Now I buy something expected to have a problem and that in itself is sad.
JTVPRO
macrumors member
Now that is funny! ipay for
Xtremehkr
macrumors 68000
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These results are a testament to the enormous amount of time people invest in spreading FUD on MacRumors. If people believed what they read here around the time of the iPhone4 and 27" iMac you would have thought that they were the worst products in the world. It's not MacRumors fault but it is frustrating to see.
I guess Fujitsu was too small to be included in this study. My adopted ugly step child of a laptop is a Fujitsu but aside from being ugly it's comparable to Apple in terms of quality.
It doesn't have the battery life of a MacBook Pro though, which means the power cord has to be hauled around. If some absolutely had to buy a non Apple laptop you could do a lot worse than Fujitsu.
My next laptop is a MacBook Pro however, there's no doubt about that.
These results are a testament to the enormous amount of time people invest in spreading FUD on MacRumors. If people believed what they read here around the time of the iPhone4 and 27" iMac you would have thought that they were the worst products in the world. It's not MacRumors fault but it is frustrating to see.
I guess Fujitsu was too small to be included in this study. My adopted ugly step child of a laptop is a Fujitsu but aside from being ugly it's comparable to Apple in terms of quality.
It doesn't have the battery life of a MacBook Pro though, which means the power cord has to be hauled around. If some absolutely had to buy a non Apple laptop you could do a lot worse than Fujitsu.
My next laptop is a MacBook Pro however, there's no doubt about that.
For the most part yes, but the unibody frame for example in MacBooks is significantly better than you get elsewhere. The others may have improved, but I wouldn't be able to honestly comment on that. As dumb is it sounds the automatic sleep mode with closing the lid saves a lot of laptops for the average users who don't think about the heat stress from closing the lid and leaving your machine on. Sounds dumb for users who think about that stuff but for a passive user that experience just makes the user experience that much better.
inlovewithi
macrumors 6502a
Common problem for the macbook that I bought in 2007, that I treated like gold- Cracking plastic where the lid closes, cracks in the bottom, swelling battery, unable to type because the inflated battery presses so hard against the track pad, that any light touch around it registers as a click, so if you're typing something, it's impossible since it's constantly going out of place. Always had to use the macbook without the battery, and the power cable was so easy to snap off, cutting the power. Pretty much all of the macbooks sold during that time had the same problems, and you know what? The mac still was highly rated in these category, top of the field, which leads me to believe that these number can't be trusted, due to the amount of mac users who would refuse to give their macs anything but a perfect score, even if it was just a brick.
HLdan
macrumors 603
lincolntran
macrumors 6502a
There are always things that one OS can do and the others can't (yet). So, what's your point? Would you like to compare the list of can and can't between the 2? But then, what's the point.
...and why are PC people always refer to windows 7? but not win ME, 98, XP, and ....yes, Vista. Is it safe to assume that all the older versions suck, well except XP.
RalfTheDog
macrumors 68020
Apple service is great, however I think they have an unfair advantage. They only build good stuff. If they were legally required to build crap like everyone else, they would not have the same reputation.
I do have a bit of a problem with the Apple Store in Oklahoma City. The people are great, but the location bites the big pickle. The mall they are located in was at one time the best in Oklahoma. Now it is being ran over by gangs. They have had rapes, murders and muggings. The last time I went to the Apple Store, the bathrooms in the food court had sharp collectors so the IV drug users had a place to put their needles. Just a few months ago, mall security thought it would be fun to fire off a few shots at some shoplifters in the parking lot.
When I go to purchase expensive electronics, I don't like to worry about someone putting a gun to my face on my way back to my car. Oklahoma has many better locations, most have more traffic and cost less. The Apple store needs to move.
Edited to say: I do think it is cool that all the security people drive Segways around the mall. Most of them can drive hands free while firing their guns.
I do have a bit of a problem with the Apple Store in Oklahoma City. The people are great, but the location bites the big pickle. The mall they are located in was at one time the best in Oklahoma. Now it is being ran over by gangs. They have had rapes, murders and muggings. The last time I went to the Apple Store, the bathrooms in the food court had sharp collectors so the IV drug users had a place to put their needles. Just a few months ago, mall security thought it would be fun to fire off a few shots at some shoplifters in the parking lot.
When I go to purchase expensive electronics, I don't like to worry about someone putting a gun to my face on my way back to my car. Oklahoma has many better locations, most have more traffic and cost less. The Apple store needs to move.
Edited to say: I do think it is cool that all the security people drive Segways around the mall. Most of them can drive hands free while firing their guns.
Unibody is very very good. I've never had more stable (hold on base anywhere) laptops before the Unibody presented myself. And that goes for Apple laptops, too. Hold a White Macbook 2008 and compare to holding a unibody one, and there's no contest.
Still, if it comes to store locations, the Apple stores service is generally better. It would be one thing if the only people on the floor were just sales-people willing to just sell you something. However, the addition of geniuses, helpful staff, staff giving seminars on how to use X product on our devices, or *better ways to use our stuff*; goes a long way. If you even do specific tasks with Apple products, which may actually be used for employment; they'll even suggest a program to enter which can save you extra money.
I've been to a lot of computer-related stores, and of course stores with which they also happen to sell computers/phones/portable music devices; but I've never seen them do more than 1 of those things listed in the last paragraph.
Now I do live in Maryland, so I have it easy here. There's a surprising amount of Apple stores around here within that Baltimore/Washington region. It does help to have stores dedicated to support and info of your precise products, close by. The stores, and what they offer, definitely go a long way to raising customer satisfaction.
Still, if it comes to store locations, the Apple stores service is generally better. It would be one thing if the only people on the floor were just sales-people willing to just sell you something. However, the addition of geniuses, helpful staff, staff giving seminars on how to use X product on our devices, or *better ways to use our stuff*; goes a long way. If you even do specific tasks with Apple products, which may actually be used for employment; they'll even suggest a program to enter which can save you extra money.
I've been to a lot of computer-related stores, and of course stores with which they also happen to sell computers/phones/portable music devices; but I've never seen them do more than 1 of those things listed in the last paragraph.
Now I do live in Maryland, so I have it easy here. There's a surprising amount of Apple stores around here within that Baltimore/Washington region. It does help to have stores dedicated to support and info of your precise products, close by. The stores, and what they offer, definitely go a long way to raising customer satisfaction.
smithrh
macrumors 68030
Whoa there.
Design plays just as much if not more of a role in reliability.
Choosing a bunch of cheaper, lower tolerance parts in the design will lead to issues.
Having a poor design will also lead to problems. It could be related to heat, electrical noise, mechanical issues, you name it.
You have to start with a better design. The PC competitors tend to skimp in this area to a very large extent.
A couple of personal data points:
Over the years (and this extends to the pre-Mac era), I've used, gifted, traded or given away about 30 Apple systems (and about 20 iOS devices). Not a single one died a premature death or even needed to go in for service. AFAIK (and it's pretty damn far), they're all either still in use or went obsolescent over time.
Also, some time ago I used to work in a company that was 100% PC before I joined. I made using a Mac a condition of employment; I got a lot of good-natured kidding from the rest of the people there about using a Mac, they were totally sold on their Compaq "workstations."
One day, while all of us were working under deadline pressure, I heard a commotion outside of my work area. I wandered over, and every single one of the PCs was down. I asked why, and they said "well, the brownout you dummy." I told them I had no issue at all, and all 50 of them had to come over to my office to see my Mac happily tolerating the brownout condition with no issues at all (Apple monitor too!).
So, again, design is key. Yes, it's important to not spec or use bad components too; they are most assuredly not all the same.
I just mean how they chose the sample.
Yeah, I guess home support might be different but since i'm a "power user" I always fix things myself.
That's actually quite true. Other manufacturers are responsible for making computers "mainstream". In order for them to do this they had to build really cheap and there isn't a high enough profit margin in there for amazing product support.
RalfTheDog
macrumors 68020
Don't forget bin sorting. Some batches of hard drives and ram are better than others. I have a friend who owns a very good computer store. He spends much of his time researching what batches of components have the lowest fail rates, then he only purchases those components. Other computer makers take the bad stuff because they can get it for a discount.
You need to keep a very close eye on distributors. One of the things they do is write down the serial numbers of ever component they RMA. You would be surprised how often they will ship the same bad part back to you.
HLdan
macrumors 603
Because Windows has been crap for the most part until Windows 7. And honestly W7 doesn't bring much to the table in terms of features other than a snap feature. It's just a better version of Windows Vista which doesn't say much.
I think it's safe to say that you should buy your Apple products elsewhere or online rather than expecting the store to move. Some people may not see things the way you do.