Apple Tops Consumer Reports' Tech Support Ratings, Bests Its Own Score

That's the apple I love.

Maybe we all just hate our calls being routed to India.

It's not rocket science

It amazes me that while Apple continues to attempt to focus on customer need, its opponents just seem concerned for price. Sure, I'm all for a utilitarian approach to these things -- tech should be available to all -- but I can't figure out why other makers can't try harder. Then there's the media which seems to equate 'cheap' with 'good'. It's quite depressing really.

That's why I buy AppleCare -- for unrestricted access to that impeccable customer service. I've called them many times, even for seemingly minor questions I've had, and they're always unfailingly helpful.

I would expect nothing less from the boys from Cupertino. Keep up the great work guys.

Anyone can list an instance where they've gone into an Apple Store and didn't have a great experience (e.g. long wait times, inattentive staff). But overall, I think they deserve credit for providing a great tech support environment.

-staff is usually smart, friendly (esp. if you compare to other retailers)
-repair turnaround is usually 3 days, not 3 weeks
-stores are extremely clean and thoughtfully laid out

What politician said "Don't compare me to perfection, compare me to the alternative"? ;)

I agree entirely, they are masters at customer service but then we do pay for it!

Apple is by far the best I only called them twice one time for asking when is my computer arriving and when I forgot to use and iPod touch apple care that was already 2 years old , they was so nice even without asking she gave me a refund

It amazes me that while Apple continues to attempt to focus on customer need, its opponents just seem concerned for price. Sure, I'm all for a utilitarian approach to these things -- tech should be available to all -- but I can't figure out why other makers can't try harder. Then there's the media which seems to equate 'cheap' with 'good'. It's quite depressing really.

The thing is Apple doesn't really have competition in the traditional sense. Either you're buying an Apple product and you know you are, or you're buying Something Else. When all the Something Else is commoditized and fairly low quality, you don't need great support. For every customer you lose, you pick up from somebody else's poor support. Apple, being more of a specific choice to begin with, has to keep those users that it wins over to begin with, because there's no endless pool of similar brands to churn with. Plus their higher margins gives them the budget for better support.

The other makers aren't stupid, they simply recognize that without a way to distinguish their products from anyone else's, they have to race to the bottom to compete, which doesn't leave a lot of money for good support. There's not a lot of room for many Apples, and carving out a niche is hard work.

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Consumer Reports: the same publication that gave the iPhone 4 a "don't buy" recommendation.

They aren't terribly relevant when it comes to tech matters, to be sure. Their computer, tablet, and smart phone reviews have always been pretty worthless and filled with ignorance. Lucky we have numerous specialized sources for that kind of information.

When it comes to consumer satisfaction surveys, they do know their stuff, though. They've been doing it a long time and have excellent methodology.

love going to their store, its like candy land , make you wanna work hard and get all the candy :cool:


Then you see all those guys in blue , you cant wait to come back with a faulty candy cos you know its gonna be fixed with a real smile.:D

"The full details of the survey are restricted to Consumer Reports subscribers."

That's not even 1% of actual consumers.