Based on responses from more than 7,400 subscribers to ConsumerReports.org surveyed in February 2003, Apple bested all other computer vendors in technical support, the magazine reports.
“Data were standardized to eliminate differences attributable to a computer’s age and usage; differences of 5 or more points are meaningful,” Consumer Reports notes. “… if everyone were completely satisfied, the reader score would be 100; 80, if respondents were, on average, very satisfied; 60, if fairly well satisfied.”
Apple got a “better” rating in the categories of “problem solved,” “support staff,” “waiting on phone,” and “Web support.” Overall, the company had a score of 76 (out of 100). That compares to 64 for Dell, 61 for Gateway, 54 for Sony, 53 for Hewlett Packard, and 51 for Compaq.
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