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.

Popular Stories

iPhone 16 Pro Max Generic Feature 2

5 Biggest Changes Rumored for iPhone 16 Pro Max

Tuesday May 21, 2024 7:29 am PDT by
Given Apple's rumored plan to add an all-new high-end tier to its iPhone 17 series in 2025, this could be the year for Apple to bring its boldest "Pro Max" model to the table — the kind of iPhone 16 upgrade that stands tall above its siblings, both figuratively and literally. If you have been holding out for the iPhone 16 Pro Max, here are five of the biggest changes rumored to be coming...
iOS 17

Apple Releases iOS 17.5.1 With Fix for Reappearing Photos Bug

Monday May 20, 2024 10:11 am PDT by
Apple today released iOS 17.5.1 and iPadOS 17.5.1, minor updates to the iOS 17 and iPadOS 17 operating system updates that came out last September. The 17.5.1 updates come a week after the launch of iOS 17.5 and iPadOS 17.5. iOS 17.5.1 and iPadOS 17.5.1 can be downloaded on eligible iPhones and iPads over-the-air by going to Settings > General > Software Update. According to Apple's...
maxresdefault

iPhone SE 4 With Face ID Said to Be Priced Below $500

Monday May 20, 2024 3:43 am PDT by
Apple is targeting a sub-$500 starting price for its upcoming fourth-generation iPhone SE model despite a raft of rumored upgrades coming to the more affordable device. According to leaker Revegnus on X, the U.S. launch price of the fourth-generation iPhone SE will either remain at the same $429 starting price as the current model, or will see an increase of around 10%. Either way, Apple's...
microsoft surface pro qualcomm

Microsoft Says New Surface Pro is Faster Than 15" M3 MacBook Air

Monday May 20, 2024 3:19 pm PDT by
Microsoft is going all in on AI, today introducing a series of Copilot+ PCs that have AI-focused hardware. The new Surface Pro is one of the first Copilot+ PCs, equipped with Qualcomm's Arm-based Snapdragon X Elite processor. Microsoft is already pitting the Surface Pro against Apple's M3 MacBook Air, and in marketing materials, claims that the Surface Pro has superior processing power and...
iPhone 15 Pro Cameras

iPhone 16 Pro Max to Feature New 48MP Wide and Ultra Wide Cameras

Tuesday May 21, 2024 3:36 am PDT by
Apple's iPhone 16 Pro Max will boast a bigger main camera sensor while both iPhone 16 Pro models will feature a 48-megapixel Ultra Wide camera for the first time, claims a rumor coming out of Asia. According to Weibo user OvO Baby Sauce OvO, the main camera of the iPhone 16 Pro Max will be based on an advanced custom 48-megapixel Sony IMX903 sensor. In contrast, the iPhone 16 Pro will use...

Top Rated Comments

chr1s60 Avatar
94 months ago
But I thought Apple was doing everything wrong under Cook...
Score: 16 Votes (Like | Disagree)
WannaGoMac Avatar
94 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
94 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
94 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
94 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
94 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)