Feeds

Apple tops tech support success poll

But HP support 'inferior', says Consumers Union

SANS - Survey on application security programs

Apple's consumer-oriented tech support is rather better than other vendors' equivalents, US non-profit organisation the Consumers Union has claimed.

CU asked subscribers of its Consumer Reports magazine to detail their computer tech support experiences. Some 10,000 incidents relating to laptops and desktops were logged by the organisation, it said.

Apple topped the poll on phone and internet tech support, solving problems in 80 per cent of cases, well above the average success rate, 60 per cent. The success rate of the company's in-store tech support teams was 90 per cent, CU said.

That said, the organisation criticised Apple's free post-purchase support period, which lasts only 90 days, as "very brief". However, CU said the company's extended support offering is better than Apple's "stand-out... track record for solving problems among consumers without paid [support] plans".

CU also named Lenovo and Dell as purveyors of above-average tech support. Not so HP, which the organisation reported "offered inferior support" under both the HP and Compaq brands.

In general, CU said paid support plans "aren't good buys" unless punters are buying laptops that will travel frequently or a Mac - for the reasons cited above. Novice PC users should also consider extended support packages, it said.

Related Reviews
Apple MacBook Air
Lenovo ThinkPad X300

Combat fraud and increase customer satisfaction

More from The Register

next story
Reg man builds smart home rig, gains SUPREME CONTROL of DOMAIN – Pics
LightwaveRF and Arduino: Bright ideas for dim DIYers
Leaked pics show EMBIGGENED iPhone 6 screen
Fat-fingered fanbois rejoice over Chinternet snaps
Apple patent LOCKS drivers out of their OWN PHONES
I'm sorry Dave, I'm afraid I can't let you text that
Microsoft signs Motorola to Android patent pact – no, not THAT Motorola
The part that Google never got will play ball with Redmond
Slip your finger in this ring and unlock your backdoor, phone, etc
Take a look at this new NFC jewellery – why, what were you thinking of?
Happy 25th birthday, Game Boy!
Monochrome handset ushered in modern mobile gaming era
Rounded corners? Pah! Amazon's '3D phone has eye-tracking tech'
Now THAT'S what we call a proper new feature
US mobile firms cave on kill switch, agree to install anti-theft code
Slow and kludgy rollout will protect corporate profits
prev story

Whitepapers

Mobile application security study
Download this report to see the alarming realities regarding the sheer number of applications vulnerable to attack, as well as the most common and easily addressable vulnerability errors.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.