Apple Gets Top Marks on 'Tech Support Showdown' List

Apple continues to dominate when it comes to customer support, according to Laptop Mag's annual tech support showdown, which is designed to help customers determine which companies are offering the most reliable customer service in the tech industry.

Apple received an aggregate score of 91, earning 54 points for its web-based tech support and 37 points for its phone-based tech support. Laptop Mag says that Apple's support staff are among the "fastest and most knowledgeable," offering up "accurate answers" to Mac questions across live chat, social media, and the phone.

appletechsupportshowdown
In a more in-depth breakdown of Apple's score, Laptop Mag says its editors queried Apple about Dark Mode in macOS Mojave, disabling automatic updates, and turning off the webcams (something not possible).

Live chat was determined to be the best Apple support experience, and it took between 4 and 9 minutes for live chat staff to walk Laptop Mag through answers to its queries. Phone support was also quick, thorough, and helpful.

Larry was surprised when I told him I wanted to disable the MacBook Air's webcam. After saying he typically just puts tape over his webcam, Larry asked me to wait for 3 to 5 minutes while he checked to see if anything else were possible. Two minutes later, Larry was back on the call to walk me through the System Preferences app and show me how to disable webcam access, app by app. He also noted there might be a "fancier" way to disable the webcam via the Library (it's actually in the Terminal program), but that this was easier.

Few companies even came close to beating Apple's score of 91 in the Tech Support Showdown, but Razer, the number two company, scored an 88 and Dell scored a 73. Apple competitor Samsung earned a score of 73, while Microsoft got a 64.

As always, Laptop Mag arrived at these scores by posing as everyday PC and Mac users to get answers to three questions from major laptop manufacturers. Both the online and telephone support systems were tested. 100 points total were possible, 60 from online support because it's a more popular way to get help, and 40 from phone support.

Top Rated Comments

TheBing1980 Avatar
36 months ago
I would have to say, I agree with this 100%.

I have only reached out to them a few times ....For some reason I prefer searching thru forums to fix things myself. ;)

But when I have contacted them, they have always been pretty knowledgeable and very polite.
Score: 11 Votes (Like | Disagree)
Harthag Avatar
36 months ago
Razer at #2...LOL.
Score: 9 Votes (Like | Disagree)
Classie Avatar
36 months ago
The few times I’ve reached out to Apples support they’ve been very professional and polite; always solved my issues.
Score: 8 Votes (Like | Disagree)
alpi123 Avatar
36 months ago
Dell doesn't deserve to be in the top 100.
Score: 8 Votes (Like | Disagree)
nvmls Avatar
36 months ago
Hilarious chart, Razer and Dell? epic troll. Also, Apple's service is very inconsistent when outside of the U.S.
Score: 7 Votes (Like | Disagree)
kemal Avatar
36 months ago
Then there is the cost of what should be reasonably priced repairs.
Score: 7 Votes (Like | Disagree)

Popular Stories

iPhone 14 Mock pill and hole thumb

ProMotion Now Expected to Remain Exclusive to iPhone 14 Pro Models, Not Expand to Entire Lineup

Sunday January 16, 2022 8:56 am PST by
Continuing the tradition set with the iPhone 13 Pro, only the highest-end iPhone 14 models will feature Apple's ProMotion display technology, according to a respected display analyst. Ross Young, who on multiple occasions has detailed accurate information about Apple's future products, said in a tweet that ProMotion will not be expanded to the entire iPhone 14 lineup and will remain...
safari icon blue banner

Safari Bug Allows Websites to Track Your Recent Browsing Activity in Real Time [Updated]

Sunday January 16, 2022 3:37 pm PST by
A bug in WebKit's implementation of a JavaScript API called IndexedDB can reveal your recent browsing history and even your identity, according to a blog post shared on Friday by browser fingerprinting service FingerprintJS. In a nutshell, the bug allows any website that uses IndexedDB to access the names of IndexedDB databases generated by other websites during a user's browsing session....
ipad air 4 video

New iPad Air Rumored to Launch This Spring With A15 Chip, 5G, Center Stage Camera, and More

Saturday January 15, 2022 8:05 pm PST by
Apple is planning to release a fifth-generation iPad Air with similar features as the sixth-generation iPad mini, including an A15 Bionic chip, 12-megapixel Ultra Wide front camera with Center Stage support, 5G for cellular models, and Quad-LED True Tone flash, according to Japanese blog Mac Otakara. Citing reliables sources in China, the report claims that the new iPad Air could be...
Unlikely Products 2022 Feature

Six Rumored Apple Products You're Unlikely to See This Year

Saturday January 15, 2022 2:06 pm PST by
Much has been said about what consumers could see from Apple in 2022, but the company is also working on a handful of rumored products that aren't expected to be unveiled for at least another 12 months, and in some cases a lot longer. Of course, that's assuming they get released at all. Apple works on many potential products some of which ultimately never see the light of day. With that in...
AirPods Pro Gen 3 Mock Feature Red

AirPods Pro 2 Could Start a New Accessory Ecosystem

Friday January 14, 2022 2:34 am PST by
Apple's second-generation AirPods Pro could arrive alongside a new series of accessories, recent leaked images suggest. Alleged leaked photos of the next-generation AirPods Pro obtained by MacRumors showed a charging case with a metal loop on the side for attaching a strap. Apple has not used this design for any of its other AirPod models and it is unclear why it would be added in this...
netflix2

Netflix Again Raises Prices for All Plans, 4K Streaming Now $20 Per Month

Friday January 14, 2022 12:46 pm PST by
Netflix today updated the prices for its streaming plans, and all of its offerings are now more expensive. The Basic plan is now priced at $9.99 per month, the Standard plan is priced at $15.49 per month, and the Premium plan is priced at $19.99 per month. The Basic plan is $1 more expensive, up from $8.99 per month. This plan allows users to watch on just one screen at a time, and it limits ...
tesla carplay solution

Developer Showcases Apple CarPlay Workaround for Teslas

Monday January 17, 2022 7:24 am PST by
A Tesla Model 3 owner has resorted to a workaround to implement Apple CarPlay in his vehicle, amid no sign of official support from Tesla (via Tesla North). Apple CarPlay and Apple Music support are among the most-requested Tesla features, but with no indication that Tesla is willing to implement Apple CarPlay in its vehicles, Polish developer Michał Gapiński took matters into his own...
top stories 20220115

Top Stories: iPhone 14 Pro Rumors, iCloud Private Relay Controversy, iOS 15.2.1 Released, and More

Saturday January 15, 2022 6:00 am PST by
Hole-punch? Pill? Hole-punch and pill? Rumors about what the front camera system on the iPhone 14 Pro will look like are evolving rapidly, and it now appears we might be getting a novel but potentially controversial design later this year. Other major stories this week included some confusion and controversy about iCloud Private Relay being disabled for some T-Mobile customers, increasing...