Date: Thursday, December 2nd, 2004, 20:59
The December 2004 issue of Consumer Reports magazine discusses consumer satisfaction with technical support of major computer manufacturers (“Shiny Apple,” p.41).
In this atmosphere of low expectations, Apple Computer has actually raised its support satisfaction for desktop computers over the past three years to levels above all competitors, while offering the most reliable desktop hardware.
It’s easier for Apple to excel in support because it alone makes the computer and its operating system, plus numerous applications and peripherals. Consequently, many glitches get caught at the design stage. And when Apple support agents do tackle support problems, they’re often familiar with all the puzzle pieces. Apple’s superiority in all aspects of support, including waiting on the phone and Web support, suggests that it invests its support resources wisely.
Another factor working in Apple’s favor: Macs are vulnerable to few viruses and little spyware (stealthy marketing software that can impede a computer’s performance) because both target mostly Windows-based users. Symantec, makers of Norton AntiVirus, say approximately 60,000 viruses aim at Windows-based, but about 60 target Macs.
Sure, it’s stuff we already know, but Apple should better promote its support reputation and the fact that a respected consumer advocacy group like Consumer Reports has recognized it.
Everyone has had to deal with Apple support at some point, is Apple’s support getting better or worse?