Consumer Reports recently conducted a survey of its subscribers
rating customer satisfaction with repairs and getting help from computer hardware companies. Of the five companies in the survey, Apple ranked number one among Consumer Reports customers.
According to the report, five percent of customers purchased a computer that was inoperable within the first month; a further 11 percent said they had problems in the first month but the computer was usable.
Consumer Reports asked 4,600 subscribers to tell them about recent experiences trying to get help from a manufacturer’s technical-support service. The report rated each company on the following criteria: Solved the problem; Support Staff; Waiting on the phone; Web support; and email support.
Among the companies surveyed for the report including Apple, Dell, Gateway, HP and Compaq, only Apple scored better than average in every category that they offered services.
“Except for Apple, satisfaction scores were somewhat lower across the board, which appears to reflect changes throughout the industry.” noted the report.