Feeds

Apple tops tech support success poll

But HP support 'inferior', says Consumers Union

Intelligent flash storage arrays

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

Beginner's guide to SSL certificates

More from The Register

next story
Fujitsu CTO: We'll be 3D-printing tech execs in 15 years
Fleshy techie disses network neutrality, helmet-less motorcyclists
Space Commanders rebel as Elite:Dangerous kills offline mode
Frontier cops an epic kicking in its own forums ahead of December revival
Intel's LAME DUCK mobile chips gobbled by CASH COW
Chipzilla won't have money-losing mobe unit to kick about anymore
First in line to order a Nexus 6? AT&T has a BRICK for you
Black Screen of Death plagues early Google-mobe batch
Ford's B-Max: Fiesta-based runaround that goes THUNK
... when you close the slidey doors, that is ...
Disturbance in the force lets phones detect gestures with Wi-Fi
These are the movement detection devices you're looking for
prev story

Whitepapers

Choosing cloud Backup services
Demystify how you can address your data protection needs in your small- to medium-sized business and select the best online backup service to meet your needs.
Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Seattle children’s accelerates Citrix login times by 500% with cross-tier insight
Seattle Children’s is a leading research hospital with a large and growing Citrix XenDesktop deployment. See how they used ExtraHop to accelerate launch times.
5 critical considerations for enterprise cloud backup
Key considerations when evaluating cloud backup solutions to ensure adequate protection security and availability of enterprise data.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?