Apple Tops 'Tech Support Showdown' List for Third Consecutive Year

Apple has topped Laptop Mag's Tech Support Showdown list for the third year in a row, receiving praise as "the best tech support in the business," and beating out nine other computer-making companies in the process. Laptop Mag said that its list is aimed at helping customers see who has the most reliable and clear customer service in the tech industry.

To conduct the research, the magazine sent reporters undercover to make calls, query support chat online, and ask questions on social media, and accumulated data on the following top ten notebook makers: Apple, Microsoft, Acer, Razer, Dell, Lenovo, HP, Asus, Samsung, and MSI. Each company was given a grade on a 100-point scale, and Laptop Mag weighted 60 points towards online support and 40 points toward phone support.

For Apple's winning spot, the company received a 56 for its web support score and a 37 for its phone support score, resulting in an overall mark of 93 for the Cupertino company's tech support in 2017.

apple tech support list
Laptop Mag went more in-depth about its experience with Apple support in various forms, discussing a six minute response time from the @AppleSupport Twitter account and a positive, snappy experience with the new Apple Support iOS app. The site also put Apple to the test by calling three separate customer service reps to test their knowledge of the newest changes to macOS and the Touch Bar on the MacBook Pro.

Call 1: Hayley then instructed me to disable iCloud Drive, and explained how to keep a local copy of the files. During the 2 minutes it took to download the files, I chatted with Hayley about the weather down in Florida, as he was positive and easy to talk to.

At the end of our chat, I asked if there was some way to turn iCloud Desktop and Documents off without disabling iCloud Drive. Hayley said there was not, which is, unfortunately, not the case. The call took 8 minutes in total.

Call 2: My next call connected me to Frank in Oregon, who explained that the physical fn key makes the Touch Bar show the Function keys. Frank also showed me how to set specific apps to use the Function keys in the Touch Bar, and he needed to place me on hold to ask colleagues if I could do the same for Finder.

After telling me that there was no such option, Frank directed me to a feedback page where I could ask Apple to add this option in a future version. In total, the call took 15 minutes, but Frank solved my main question in only 3 minutes.

Call 3: My last call connected me with the upbeat and chipper Letasha, who showed me the icon in the dock and menu bar that you click to activate Siri. Before we concluded, Letasha explained how to change the keyboard command used to start Siri. The call lasted 7 minutes.

On average, it took Apple's reps 6 minutes per call to get answers — a minute less than its time last year.

Ultimately, Laptop Mag noted that while the customer service reps might have a few spots of incorrect knowledge about Apple's software and hardware, they still "provided solutions in a speedy and positive manner." While Apple's web score was unrivaled at 56, the company's phone score of 37 was beat out by Acer at 38 points. In total, Acer came in second with a total score of 88 points, making it the "top-rated Windows PC vendor for support" and gaining ground on Apple's number one spot.

If Apple wants to improve its support, it should ensure support techs learn about all of the new features so that they can give completely accurate answers to questions on topics such as iCloud Documents. Its Twitter account could also improve by providing answers directly, instead of linking to posts where the content is found. Overall, though, Apple offers the best support of any laptop manufacturer, as it has for many years.

Last November, Apple won the "Gold" #Customer award for its helpful responses from @AppleSupport on Twitter. According to Twitter, Apple ranked #1 among support accounts for average engagements and average engagements for followers, racking up 150,000 likes and retweets since its launch in March 2016.

On Twitter, users can ask Apple questions between 5:00 a.m. and 8:00 p.m. Pacific Time, and the company's support team normally responds within a few minutes. Although Laptop Mag said that it didn't award Apple "any points for finally creating a Twitter support account," the site noted that it's one of the best parts of Apple's expansive customer support system and it applauded "the team running that account for the timely, helpful replies."

Check out Laptop Mag's full report on Apple's customer service performance right here.

Top Rated Comments

chr1s60 Avatar
75 months ago
But I thought Apple was doing everything wrong under Cook...
Score: 16 Votes (Like | Disagree)
WannaGoMac Avatar
75 months ago
Apple's product support is why I referred many people to Apple over the years. You go in and they mostly take care of your issue with little fuss.
Score: 14 Votes (Like | Disagree)
macsrcool1234 Avatar
75 months ago
How is MS on this list? I didn't even know you could get a hold of a live person there.
[doublepost=1489159359][/doublepost]
If your company needs tech support, you are already doing something wrong.
You have absolutely no idea what you're talking about.
Score: 11 Votes (Like | Disagree)
barkomatic Avatar
75 months ago
This doesn't surprise me, this continues to be one of Apple's strong areas and I hope they keep up their standards. The fact that Apple controls the hardware and software makes a support call more straight-forward.
Score: 9 Votes (Like | Disagree)
TMRJIJ Avatar
75 months ago
If your company needs tech support, you are already doing something wrong.
Well, I guess all companies are wrong then.
/s
[doublepost=1489159638][/doublepost]
To be fair recommending something because of support is like saying "don’t worry when things will go bad they will support you"; perhaps things shouldn't go bad in the first place?
Everything tech related will 'go bad' no matter what.
Score: 7 Votes (Like | Disagree)
JeffyTheQuik Avatar
75 months ago


It's because they know how to change the RAM on your MacBook, and that's a skill that will soon be obsolete.

Seriously, I've brought in an iPhone on the last day of AppleCare, with the battery on its last gasp and got a refurbished one with a smile. Having been at the end of a warranty, other companies have tried to weasel their way out of it, and when I was younger, I got wise to their ways, and now I just talk all legal to them "This warranty ends tonight, not when I walk in with a problem," or "I'd like a refund on my purchased warranty."

They now end their arguments, but that may be just because I'm an old guy now.
Score: 7 Votes (Like | Disagree)

Popular Stories

applefifthavenue

Man Robbed After Buying 300 iPhones From Apple Fifth Avenue

Tuesday November 29, 2022 11:54 am PST by
An unnamed 27-year-old man who purchased 300 iPhones from Apple Fifth Avenue on Monday morning was robbed shortly after leaving the store, according to 1010Wins Radio in New York. He was carrying 300 iPhone 13s in three bags and walking to his car at 1:45 a.m. when another car pulled up next to him. Two men jumped out and demanded that he hand over the bags. Not wanting to hand over 300...
iOS 16

Apple Releases iOS 16.1.2 With Carrier Improvements and Crash Detection Optimizations

Wednesday November 30, 2022 10:09 am PST by
Apple today released iOS 16.1.2, another minor bug fix update that comes one week after the release of iOS 16.1.1 and three weeks after the launch of iOS 16.1, an update that added support for iCloud Shared Photo Library, Matter, Live Activities, and more. The iOS 16.1.2 update can be downloaded on eligible iPhones over-the-air by going to Settings > General > Software Update. According...
app store awards 2021

Apple Announces 2022 App Store Award Winners, Highlighting Best Apps of the Year

Tuesday November 29, 2022 3:10 am PST by
Apple today announced its 2022 App Store Award winners, highlighting the 16 best apps and games selected by Apple's global App Store editorial team. The top apps were chosen by Apple for their quality, innovative technology, creative design, positive cultural impact, and ability to deliver "exceptional experiences." Apple CEO Tim Cook said: This year's App Store Award winners reimagined...
14 vs 16 inch mbp m2 pro and max feature 1

'M2 Max' Geekbench Scores Leak Online, Revealing Rumored Specs and Performance

Wednesday November 30, 2022 2:39 am PST by
Geekbench scores allegedly for the upcoming "M2 Max" chip have surfaced online, offering a closer look at the performance levels and specific details of the forthcoming Apple silicon processor. The Geekbench results, first spotted on Twitter, are for a Mac configuration of with the M2 Max chip, a 12-core CPU, and 96GB of memory. The Mac listed has an identifier "Mac14,6," which could be...
eufy camera

Anker's Eufy Cameras Caught Uploading Content to the Cloud Without User Consent [Updated]

Tuesday November 29, 2022 1:01 pm PST by
Anker's popular Eufy-branded security cameras appear to be sending some data to the cloud, even when cloud storage is disabled and local only storage settings are turned on. The information comes from security consultant Paul Moore, who last week published a video outlining the issue. According to Moore, he purchased a Eufy Doorbell Dual, which was meant to be a device that stored video...
Apple Park View

Elon Musk Meets With Apple CEO Tim Cook Amid Claims of Twitter App Store Dispute [Updated]

Wednesday November 30, 2022 12:43 pm PST by
Twitter CEO Elon Musk today met with Apple CEO Tim Cook at the Apple Park campus in Cupertino, California, according to a tweet shared by Musk this afternoon. Musk thanked Cook for taking him around Apple's headquarters, with no mention of what the two might have discussed. The meeting comes just after Musk on Monday claimed that Apple has "mostly stopped" offering ads on Twitter, and that...
iphone 11 tesla cybertruck close up

Elon Musk Pledges to Build iPhone Rival If Apple Ousts Twitter

Tuesday November 29, 2022 2:48 am PST by
Elon Musk has pledged to offer an "alternative phone" if Apple and Google remove Twitter from their app stores, adding to long-standing rumors about an iPhone rival from Tesla. Modified iPhone 11 Pro in the style of the Tesla Cybertruck, by Caviar. Musk's remark came after being asked about the potential scenario of Twitter being removed from app stores, which could conceivably happen if the...
Cyber Monday Deals Feature 2022

Best Cyber Monday Apple Deals Still Available for AirPods, Apple TV, iPad, and More

Monday November 28, 2022 5:24 am PST by
The Black Friday and Cyber Monday holiday shopping rush is drawing to a close, but there are still some good deals to be had out there. For Apple products, many of the deals you've seen since last week are still available, though some have expired. So for anyone who missed out on Black Friday deals, there's still an opportunity to get some of the year's best prices on many Apple devices. Note: ...
apple music replay 2022 highlight reel cropped

Apple Music Replay 2022 Revamped With 'Highlight Reel' [Updated]

Tuesday November 29, 2022 4:02 am PST by
Apple today rolled out an updated Apple Music Replay experience for 2022, showcasing a new "highlight reel" feature. Subscribe to the MacRumors YouTube channel for more videos. The overhauled experience, which started to be noticed by Apple Music subcribers on Twitter earlier today, puts the new highlight reel feature at the forefront of the Replay webpage, which users are encouraged to...
iPhone 14 Pro Rear Camera

iPhone 15 to Use 'State-of-the-Art' Image Sensor From Sony for Better Low-Light Performance

Monday November 28, 2022 11:00 am PST by
Apple's upcoming iPhone 15 models will be equipped with Sony's newest "state of the art" image sensors, according to a report from Nikkei. Compared to standard sensors, Sony's image sensor doubles the saturation signal in each pixel, allowing it to capture more light to cut down on underexposure and overexposure. Nikkei says that it is able to better photograph a person's face even with...