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.


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

(View all)
Avatar
14 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)
Avatar
14 months ago
Razer at #2...LOL.
Score: 9 Votes (Like | Disagree)
Avatar
14 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)
Avatar
14 months ago
Dell doesn't deserve to be in the top 100.
Score: 8 Votes (Like | Disagree)
Avatar
14 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)
Avatar
14 months ago
Then there is the cost of what should be reasonably priced repairs.
Score: 7 Votes (Like | Disagree)

Top Stories

Leaker: Apple to Stick With Lightning Over USB-C for 'iPhone 12' Before Going Port-Less Next Year

Tuesday May 26, 2020 2:31 am PDT by
Apple will use a Lightning port instead of USB-C in the upcoming "iPhone 12," but it will be the last major series of Apple's flagship phones to do so, with models set to combine wireless charging and a port-less Smart Connector system for data transfer and syncing in the iPhone "13 series" next year. The above claim comes from occasional Apple leaker and Twitter user "Fudge" (@choco_bit),...

Apple Releases macOS Catalina 10.15.5 With Battery Health Management Features, Fix for Finder Freezing

Tuesday May 26, 2020 1:59 pm PDT by
Apple today released macOS Catalina 10.15.5, the fifth update to the macOS Catalina operating system that was released in October 2019. macOS Catalina 10.15.5 comes two months after the launch of macOS Catalina 10.15.4, which introduced Screen Time Communication Limits. macOS Catalina 10.15.5 is a free update that can be downloaded from the Mac App Store using the Update feature in the...

Apple Reissuing Numerous iOS App Updates, Potentially Related to Recent 'This App is No Longer Shared' Bug

Sunday May 24, 2020 9:13 pm PDT by
Over the past few hours, a number of MacRumors readers have reported seeing dozens or even hundreds of pending app updates showing in the App Store on their iOS devices, including for many apps that were already recently updated by the users. In many cases, the dates listed on these new app updates extend back as far as ten days. Apple has not shared any information as to why updates for...

16-Inch MacBook Pro, iPad Pro, and iMac Pro With Mini-LED Displays Again Rumored to Launch in 2021

Tuesday May 26, 2020 5:30 am PDT by
Apple plans to release several higher-end devices with Mini-LED displays in 2021, including a new 12.9-inch iPad Pro in the first quarter, a new 16-inch MacBook Pro in the second quarter, and a new 27-inch iMac in the second half of the year, according to Jeff Pu, an analyst at Chinese research firm GF Securities. This timeframe lines up with one shared by analyst Ming-Chi Kuo, who recently...

Jailbreak Tool 'unc0ver' 5.0 Released With iOS 13.5 Compatibility

Sunday May 24, 2020 3:06 pm PDT by
The team behind the "unc0ver" jailbreaking tool for iOS has released version 5.0.0 of its software that claims to have the ability to jailbreak "every signed iOS version on every device" using a zero-day kernel vulnerability by Pwn20wnd, a renowned iOS hacker. The announcement comes just days after it was announced that the tool would soon launch. The unc0ver website highlights how the tool...

Future AirPods to Include 'Ambient Light Sensors' Possibly Related to Rumored Health Features

Monday May 25, 2020 2:53 am PDT by
Apple is reportedly looking to integrate light sensors in a new model of AirPods in the next couple of years, according to a new report today, suggesting their use could be part of rumored upcoming health monitoring features in the true wireless earbuds. In a paywalled article, DigiTimes reports that ASE Technology could be involved in manufacturing the sensors: Apple is expected to...

First App Using Apple and Google's Exposure Notification API Launches in Switzerland

Tuesday May 26, 2020 3:02 pm PDT by
The first app that takes advantage of the Exposure Notification API developed by Apple and Google has launched in Switzerland, according to a report from the BBC. A team of app developers working on contact tracing app called SwissCovid have rolled out the app in a beta capacity for members of the Swiss army, hospital workers, and civil servants. After the app is tested and approved by MPs,...

'This App is No Longer Shared' iOS Bug Preventing Some Apps From Opening

Friday May 22, 2020 3:58 pm PDT by
An app bug is causing some iOS users to be unable to open their apps, with affected iPhone and iPad users seeing the message "This app is no longer shared with you" when attempting to access an app. There are multiple complaints about the issue on the MacRumors forums and on Twitter from users who are running into problems. A MacRumors reader describes the issue:Is anyone else experiencing...

HBO Max Now Available on Apple TV and iOS Devices

Wednesday May 27, 2020 2:42 am PDT by
HBO Max launched today, and is now available on Apple TV, iPhone, and iPad. WarnerMedia's new streaming service, which replaces HBO Now, combines HBO content with shows and films from Warner Bros and Turner TV. The service is available as a native app on the ‌Apple TV‌ HD and ‌Apple TV‌ 4K, but second and third-generation ‌Apple TV‌ owners will need to AirPlay HBO Max content...

Apple's Pro Display XDR Wins 'Displays of the Year' Award

Tuesday May 26, 2020 7:45 am PDT by
The Society for Information Display today announced its selections for the 26th Annual Display Industry Awards, and Apple has once again taken one of the top spots, this time with its Pro Display XDR that debuted last year alongside the revamped Mac Pro. The Pro Display XDR was one of three display products named "Displays of the Year," alongside Samsung's foldable display and BOE's...