PC tech support: Apple shines, say our readers
Which computer company is tops in terms of free tech support? Don't expect it to be anyone on the Windows side of the computer world.
Our latest survey on computer tech support, conducted by the Consumer Reports National Research Center and drawn from our readers' personal experiences with 10,000 desktop and laptop computers, finds that Apple owners have much to smile about. Apple's tech support was able to solve Mac problems more than 80 percent of the time, according to those surveyed who used Apple's support.
Overall, however, the news isn't stellar when it comes to using tech support to fix annoying computer problems. According to those surveyed, problems were solved for only about 60 percent of those who actually had to contact a manufacturer for help. What's more, many computer makers' free technical support policies end in a year or less. (One notable exception is, again, Apple. Free phone support runs out after 90 days, but you can get unlimited support at Apple stores—if you live near one.)
As such, salesmen will try to pitch an optional, extra-cost "extended" service plan. Our general advice is to skip such pricey extended service warranties. But if you absolutely need the hand-holding or know you'll travel everywhere with your laptop, you might want to consider one—especially since our latest report on extended service plans for computers (available to subscribers) finds that a few companies' extended plans do offer significantly better tech support compared to their limited free services.
ConsumerReports.org subscribers also have online access to more information, including which laptop tech support and desktop tech support scored among the lowest in our readers' satisfaction (Hint: It's a top-selling computer maker) and how to get free computer help.
Posted by: Kate R | May 8, 2008 10:10:20 PM
Extended warranties for laptops have saved me thousands of dollars. Especially those that are for klutzes--ie that cover user error, like ....oops. ...dropping it.
ON the other hand, one of the main reasons I saved thousands of dollars was because Dell's Inspiron (three of them actually before I gave up--and the extended warranty died) was a delicate flower. At least twice its death was a mystery.
My Toshiba is far tougher, thank God.