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It should come as no surprise to anyone who has ever gone to a Brick & Mortar Apple Store, that Apple has been ranked #1 in Technical Support by Consumer Reports according to MacObserver.com. MacObserver quotes some of Consumer Reports findings and has screen grabs of the scorecards from Consumer Reports website.
Consumer Reports: Apple #1 in Tech Support:
Based on 10,099 notebook and desktop computer owners who contacted customer support between September 2006 and January 2008, Consumer Reports found Apple to be number one in technical support. Lenovo came in second for notebook computers and Dell was second for desktops.
This really comes as no surprise to me. I have had to call Apple once to deal with a problem I was having with Kernel Panics not long after I switched from Windows to OS X. I had installed a bad version of Cisco's VPN software which was causing the Kernel Panics. Even though I was finally able to figure out what the problem was and correct it before I actually talked to the tech rep at Apple. I did pick his brain to make sure the procedure I used to determine the cause was a sound one and made sure that he felt I had indeed solved the problem. Total time on the phone with Apple (including hold time) 40 minutes.
The feeling I had after hanging up on the call was one of relief that I wasn't talking to someone in India, but someone here in the good old U S of A.
I had an absolutely horrible experience with Dell a year or so prior to switching where I was forced to pay $90 for their software technical support because Dell's BIOS was configured incorrectly from the factory. I did manage to convince Dell to refund my $90, but only after a couple of hours extra on the phone and finally in Dell's online chat system talking with someone named "Uma". (Yea right.) The first tech person at Dell I had talked to was a hardware person that was obviously based in India. After an hour trying to explain what problems I was having, he declared the problem a software issue. The entire time I was on the phone with Dell (including hold time) was 5.5 hours. Really!
All that, and all I was trying to do was re-install Windows. I often wonder what took me so long to make the switch...
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