Only 55 percent of consumers who contacted free manufacturer’s tech support had their problem solved, according to the latest Computer Tech Support Survey from the Consumer Reports National Research Center. Along with the tech support survey results and Ratings, the June issue of Consumer Reports also includes the latest Ratings of desktop and laptop computers, and a step-by-step guide to easy PC fixes.
Consumer Reports surveyed more than 20,000 subscribers with computer trouble and asked how they solved problems with and without manufacturer’s help. Consumer Reports survey respondents noted that most manufacturers provided dismal free tech support with two exceptions: Apple’s support for desktops and laptops and IBM (Lenovo) for laptops. Apple solved 76 percent of survey respondents’ problems, and IBM (Lenovo) solved 64 percent.
The survey also found:
• Compaq free tech support solved just 38 percent of desktop and not laptop problems for survey respondents making it among the worst free tech support programs.
• Roughly 15 percent of users with problems didn’t even bother to contact the manufacturer’s support because of bad past experiences.
• Fifty percent of respondents who tried solving their own problem after free tech support failed them were successful.
• Sixty percent of those who asked family and friends for help after free support failed had their computer problems fixed.
• More than 90 percent of those who skipped tech support entirely and called an independent service at their own expense had their problem solved.
Full press release here.
[Thanks to MacDailyNews Reader “Judge Bork” for the heads up.]
MacDailyNews Take: Miracles do happen: even Consumer Reports couldn’t manage to screw this one up. Windows-only users, it doesn’t have to be this way. Really, it doesn’t. Life’s too short. Get a Mac: http://www.apple.com/getamac/
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