Consumer Reports survey: Apple’s tech support is by far the most effective

“If you want an army of geeks you can count on to tame an unruly computer, you’d better buy a Macintosh: Apple tech support is by far the most effective of any computer brand’s,” Consumer Reports explains. “With most Windows PCs, there’s only a 50-50 chance that a manufacturer’s tech support will do the trick.”

“That’s what more than 3,200 computer owners told us when Consumer Reports National Research Center surveyed them earlier this year. Mac users gave Apple’s phone and online support glowing reviews,” Consumer Reports writes. “It’s no surprise that Apple had the highest score for overall user satisfaction. In fact, the company has been top-rated every year since we first asked consumers about tech support back in 2007—even though Apple provides just 90 days of free phone and online tech support, compared with one year for most Windows PC companies.”

“The help desks at Windows PC companies often didn’t live up to that name. For four of the six PC brands in the survey, tech support solved only half of the problems consumers brought to them,” Consumer Reports writes. “Even the best of them—Lenovo and Dell—came through just 61 percent of the time”.

Read more in the full article here.

MacDailyNews Take: Duh.


Apple Macintosh continues to dominate in personal computer customer satisfaction – September 23, 2014
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Apple sweeps PCWorld Satisfaction Surveys for desktops, notebooks, smartphones, and tablets – December 7, 2011
Apple Mac tops American Customer Satisfaction Index customer satisfaction for 8th consecutive year – September 20, 2011
American Customer Satisfaction Index: Apple Mac dominates for seventh straight year – September 21, 2010
ACSI: Apple Mac again leads Windows PCs by wide margin in consumer satisfaction – August 18, 2009
Study: Apple beats Dell and HP in customer satisfaction – June 26, 2009
J.D. Power: Apple iPhone ranks highest in smartphone customer satisfaction – April 30, 2009
Survey: Apple Mac users report highest level of satisfaction by far – February 19, 2009
ChangeWave: Apple Mac holds its corporate share; clearly leads in corp customer satisfaction – December 31, 2008
ChangeWave: Apple iPhone’s ‘very satisfied’ rating more than double that of RIM’s BlackBerry Storm – December 22, 2008
J.D. Power: Apple iPhone ranks highest in business wireless smartphone customer satisfaction – November 06, 2008
ACSI: Customer satisfaction rockets for Apple’s Mac; rest of Windows PC industry drops again – August 19, 2008
ChangeWave: Mac OS X Leopard satisfaction far outpaces Vista; Apple Mac strong despite PC slowdown – March 26, 2008
ChangeWave: Apple iPhone maintains big lead in customer satisfaction; top choice among likely buyers – February 07, 2008
ChangeWave survey shows big Apple Mac sales, very high Mac OS X Leopard, very low Vista satisfaction – January 17, 2008
ChangeWave: Apple’s iPhone races to huge lead in customer satisfaction – October 18, 2007
Apple Mac desktops, notebooks top PC Magazine’s Annual Reader Satisfaction survey – again – September 18, 2007
Survey: Apple iPhone nabs unprecedented 92% satisfaction rating (plus likes and dislikes) – August 16, 2007
Study: Apple iPhone owners ‘off the charts’ satisfied with device – July 13, 2007
Microsoft’s customer satisfaction drops following Windows Vista launch – May 17, 2007
Apple’s secret ingredient? A large group of very satisfied customers – April 10, 2007
Apple Mac desktops, notebooks top PC Magazine’s Annual Reader Satisfaction survey – again – August 22, 2006
Apple Computer tops PC satisfaction study – August 15, 2006
Apple Mac desktops, portables top PC Magazine’s 2005 Reader Satisfaction survey – August 24, 2005
Apple continues to lead in customer satisfaction, Dell loses more ground – August 16, 2005
Apple Macintosh leads in personal computer customer satisfaction – August 24, 2004
Apple Macs top PC Magazine’s ‘17th Annual Reader Satisfaction Survey’ – August 10, 2004


  1. DELL is running new ads on Bloomberg via my Apple TV, touting their tech prowess in healthcare! What a fckin’ JOKE. False advertising is the first thing that came to mind. WTF? Got anything to ad, eh MIKEY?

  2. Every time I have called Apple tech support, I have spoken to an American with an American accent. That makes a HUGE difference. All other companies use call centers based in India, and while they speak English well enough, communication is not as smooth with an Indian call center as it is when it’s American-to-American.

  3. Apple keeps making the top spot of various lists and the share price is stuck in neutral. Don’t these things mean anything to investors, at all? It’s a given Apple should strive to be the best, but it should also be worth some premium value. High customer loyalty isn’t something easy to achieve.

  4. In general they tend to have excellent customer support. I had so many problems with my first generation Retina MacBook Pro that after 2 1/2 years they sent me a brand-new one, the BTO 2.8 GHZ, 16 GB, 512GB version. I was even able to purchase another three years of AppleCare.

    On the other hand, they’ve recently hired a lot more tech support people (since Yosemite came out) and many of them are not exactly Mac savvy. When I get one of them I just ask to be sent to a second-tier advisor. I’m normally quite polite but the knucklehead who claimed that Apple doesn’t support HTML5 got a little history lesson about Jobs, the iPhone, Flash and HTML5.

    After 8 months Mail still isn’t working, but I blame that on the programmers and engineers and not the tech support department.

    I do have some extensive experience with Dell tech support due to a friend with a very heavy french accent having me call on her behalf and it usually takes 3 to 5 transfers to get a person who happily gives me the wrong answer.

    She also uses Boost Mobile with some Android phone. We had the SD card from the previous phone but couldn’t get the phone to write to it (no problems reading from it). I called Boost mobile tech support and the tech told me to change a setting. When I told her that was the first thing I tried she actually started to cry! She said she just had a couple sheets of generic Android answers and started sobbing! I wasn’t mean, didn’t yell and was completely taken aback. I told her that it wasn’t that important and I’d call back some other time. If I was stuck using Android I’d be pretty sad about it, but this was supposedly tech support!

    So in comparison, Apple tech support is stellar!

  5. In the not so distant past I’ve received extremely poor technical support form Apple on OS X Server. The techs seemed to have access to no more information on the product than I.

    Recently however I had an all together different experience!

    I had the weirdest issue in which all services set up on an OS X server (Yosemite) were running just fine, except of course, the calendar service. (Calendar is the bane of my OS X Server existence.)

    We went round and round, it looked like a network issue, then it looked like it was the router, then it looked like it was OS X server. The Server guy at Apple got on with me and took over the remote server, through my workstation, and confirmed that the server was working properly and that no matter what it looked like, the actual calendar data over ports 8008 and 8443 were not getting to the server.

    I finally just tossed up my hands, turned off the really expensive router at the customer’s site, put in an Airport and everything worked just fine.

    Had the Apple guy not gone through the wholly innocuous OS X server logs and translated for me, I might still be wondering what the hell was going on.

    I was never once asked for money which is also different.

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