14 DAY TRIAL // Laptop Mag has awarded Apple an A for the fourth year in a row, thanks to its efficient and reliable customer support, the magazine reports. Following Apple and tied for second place were Lenovo and Sony, each earning a B+. Close behind these vendors were Toshiba (B), Asus and Fujitsu (B-), and Acer, Dell and HP (C-).
“We called each vendor’s technical support line twice, once between off-peak hours, (3 p.m. and 6 p.m. EST), and again during the traditionally high-volume call time between 8 p.m. and 12 a.m. EST. Hold time calculations—rounded to the nearest minute—started when the call was answered, and including any introductory voicemail menu and announcements,” Laptop Mag reveals.
The Mag claims it asked relatively simple questions, since the aim was not to stump the tech support representatives, but to determine their level of their knowledge as far as Apple hardware and software was concerned. The technical support people who answered for Apple were declared knowledgeable and efficient, thus earning the Mac maker an A. Apple’s online support was also lauded.
"Apple has consistently offered some of the best Web and phone support of any computer vendor, and this year was no different," the magazine then reported. "Its Web site is brimming with well-ordered FAQs, query-based search, and PDF manuals, the latter of which quickly answered our external monitor question. Refined searches by notebook serial numbers were a time saver. But, a solid Web resource is particularly needed at Apple, because it’s the only company that offers a measly 90-day service warranty; other vendors offer one year standard.”
Laptop Mag felt compelled to note that Apple users also had the ability to book free appointments at the Genius Bar (Apple retail store), “where Apple-trained technicians help troubleshoot problems,” the Mag explains, adding this as a plus as well.