Apple Continues to Provide Top-Rated Tech Support on Strength of Genius Bar

Apple had the highest overall customer satisfaction for tech support among more than 3,200 computer owners surveyed by Consumer Reports, unsurprising given the company has been top-rated for tech support since the not-for-profit organization first surveyed customers about the topic in 2007. Apple has also routinely topped multiple J.D. Power and Associates studies for customer satisfaction over the past decade.

apple_store_genius_bar_official
Apple earned high marks for the Genius Bar located at the back of most Apple retail stores, where customers can book an appointment to receive face-to-face technical support and troubleshooting for iPhone, iPad, Mac and several other Apple products and services. Consumer Reports praises the Genius Bar's free lifetime support as a differentiating factor over similar services, which generally require paying for help.

Windows-based PC makers did not receive the same accolades for tech support among survey participants:

"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. Even the best of them—Lenovo and Dell—came through just 61 percent of the time."

Consumer Reports found that most Windows-based PC users were most satisfied by phoning tech support rather than seeking online help through web, chat or email support. Best Buy's Geek Squad and Staples' EasyTech services were found to be a step behind the Genius Bar, given that Apple serves as both the retailer and manufacturer and is subsequently more knowledgable about its own products and support information.

Apple provides 90 days of complimentary phone and online chat support that can be extended for up to two years with an AppleCare+ Protection Plan for iPhone, iPad, Mac, Apple Watch, Apple TV and other products. AppleCare+ also protects against up to two incidents of accidental damage with an applicable service charge, such as a cracked screen from dropping the device or water damage.

Top Rated Comments

0815 Avatar
87 months ago
no surprises here - in the rare cases I had go go the the genius bar, they never met my expectations, they always went way above my expectation.
Score: 29 Votes (Like | Disagree)
AngerDanger Avatar
87 months ago
no surprises here - in the rare cases I had go go the the genius bar, they never met my expectations, they always went way above my expectation.
So they must have met your expectations at some point on their way up, right? :p

Score: 21 Votes (Like | Disagree)
0815 Avatar
87 months ago
I once brought my computer (27 iMac) in for a small repair - I didn't pack it well enough and the screen in one corner cracked and had a big spider web (it was hitting some hard part in my car - 100% my fault for being in a rush and stupid .... anyway they repaired that free of charge. I didn't even had to ask for this. Also, the machine was out of warranty, but I still didn't pay anything for the repairs.
Score: 14 Votes (Like | Disagree)
adamw Avatar
87 months ago
Great to see the Apple Support Genius Bar team being recognized for their outstanding customer support.
Score: 11 Votes (Like | Disagree)
rdlink Avatar
87 months ago
yeah, i lost a whole computer to a simple last-two-sits-of-a-bottle-of-beer a couple years ago. whole thing wasted, and i'm sorry, but i'm not about to sink another $1500 into replacing the insides over a 1-2 week period where i have to RENT a replacement as well. logical or not, when i get it back, i'm not gonna trust the thing for my heavy workflow on strict deadline when my rent depends on it.

i really expect some sort of water resistant seal that still allows heat dissipation on ALL laptops keyboards, soon i hope. it's just such an incredible achilles heel, i refuse to accept my $3k investments are in theory 2 seconds away from a liquid fatality.

plus, i'm pretty sure i couldv'e saved the thing if apple used normal goddam screws on the back. sometimes, your special 'apple screwdriver' is nowhere to be found. #fact
And I am not willing to accept not being able to have my toaster sitting on the edge of the bathtub while I'm in my bubble bath. :roll eyes:


Get real. You put liquids around electronics you accept the risks. Period.
Score: 10 Votes (Like | Disagree)
unplugme71 Avatar
87 months ago
yeah, i lost a whole computer to a simple last-two-sits-of-a-bottle-of-beer a couple years ago. whole thing wasted, and i'm sorry, but i'm not about to sink another $1500 into replacing the insides over a 1-2 week period where i have to RENT a replacement as well. logical or not, when i get it back, i'm not gonna trust the thing for my heavy workflow on strict deadline when my rent depends on it.

i really expect some sort of water resistant seal that still allows heat dissipation on ALL laptops keyboards, soon i hope. it's just such an incredible achilles heel, i refuse to accept my $3k investments are in theory 2 seconds away from a liquid fatality.

plus, i'm pretty sure i couldv'e saved the thing if apple used normal goddam screws on the back. sometimes, your special 'apple screwdriver' is nowhere to be found. #fact

I don't feel bad for you.

There are two solutions to your problem.

1) Don't drink/eat next to your computer
2) Place your MacBook (*) on a riser

http://store.apple.com/us/product/TN740ZM/A/rain-design-mstand-for-macbookmacbook-pro?afid=p238%7CSEu6kxuF-dc_mtid_1870765e38482_pcrid_52243346050_&cid=aos-US-kwg-pla-btb
Score: 8 Votes (Like | Disagree)

Popular Stories

airpodsinear 1

AirPods Save Woman's Life With Feature Everyone Should Know

Friday January 21, 2022 2:13 am PST by
Apple's AirPods have been credited with saving a woman's life after a potentially fatal fall, People reports. When a 60-year-old florist in New Jersey tripped and hit her head in her studio, she lost consciousness and awoke heavily bleeding. With nobody around to call for help, she realized she had her AirPods in, and used a "Hey Siri" command to call 911. An operator was able to stay on the ...
maxresdefault

Review: M1 Max MacBook Pro After Three Months

Wednesday January 19, 2022 11:30 am PST by
It's now been a few months since the M1 Pro and M1 Max MacBook Pro models launched in October, and MacRumors video editor Dan Barbera has been using one of the new machines since they debuted. Over on the MacRumors YouTube channel, Dan has shared a three month review of his MacBook Pro to see how it has held up over time and how it's changed his workflow. Subscribe to the MacRumors YouTube ...
iphone se 2020 top

New iPhone SE Likely to Launch in April Based on Production Timeframe

Wednesday January 19, 2022 6:44 am PST by
Apple suppliers will begin producing display panels for the third-generation iPhone SE this month, with final assembly of the device likely to start in March, according to information shared by display industry consultant Ross Young. Based on this production timeframe, Young believes the third-generation iPhone SE is likely to launch in the second half of April, or perhaps in early May at...
iphone 13 earpods

Apple to Stop Including EarPods With Every iPhone Sold in France From Next Week

Friday January 21, 2022 3:21 am PST by
Apple will no longer include EarPods with every iPhone sold in France, starting on January 24, according to a notice posted by a French carrier (via iGeneration). Apple was previously required to include EarPods in the box with the iPhone due to a French law that required every smartphone sold in the country to come with a "handsfree kit," but the law has now been changed in favor of reducing the ...
Spring 2022 Apple Products Feature

New iPad Air, Macs, and iPhone SE With 5G Likely to Be Announced at Apple Event This Spring

Thursday January 20, 2022 8:32 am PST by
Earlier this week, Bloomberg's Mark Gurman tweeted that Apple "will be holding a spring event" to announce a new iPhone SE and other hardware. In a recent edition of his newsletter, Gurman said the event is likely to occur in March or April. Gurman did not elaborate on what "other hardware" will be announced at Apple's purported spring event, but rumors suggest at least four products are...
peloton tv workout cardio

Apple Floated as Potential Buyer of Peloton

Friday January 21, 2022 6:11 am PST by
Following months of bleak news about Peloton's "precarious state," including the revelation that it has halted production of its bikes and treadmills, Apple is being floated as a potential buyer of Peloton's troubled fitness business. Yesterday, CNBC reported that Peloton will temporarily stop production of its connected fitness products due to a "significant reduction" in consumer demand, a ...
apple watch series 7 aluminum colors yellowbg

Apple Watch Charging Bug Fixed in watchOS 8.4 Release Candidate

Thursday January 20, 2022 4:01 pm PST by
The watchOS 8.4 release candidate that was seeded to developers and beta testers this morning addresses an ongoing bug that could cause some Apple Watch chargers not to work properly with the Apple Watch. Back in December, we reported on a growing number of charging issues that Apple Watch Series 7 owners were facing. Since watchOS 8.3, there have been a number of complaints about...
appleprivacyad cleaned

iOS 15 Patched Security Hole That Potentially Exposed Users' Private Apple ID Information to Third-Party Apps

Thursday January 20, 2022 3:32 am PST by
Apple patched two significant security vulnerabilities when it released iOS 15 that could have potentially exposed users' private Apple ID information and in-app search history to malicious third-party apps and allowed apps to override user Privacy preferences, Apple has revealed in a recent support document update. With most iOS, macOS, tvOS, and watchOS updates, Apple provides a list of...
safari icon blue banner

macOS Monterey 12.2 and iOS 15.3 Release Candidates Fix Safari Bug That Leaks Browsing Activity

Thursday January 20, 2022 1:30 pm PST by
The macOS Monterey 12.2 and iOS 15.3 release candidates that came out today appear to address a Safari bug that could cause your recent browsing history and details about your identity to be leaked to malicious entities. As shared last week by browser fingerprinting service FingerprintJS, there is an issue with the WebKit implementation of the IndexedDB JavaScript API. Any website that uses...