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
30 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
30 months ago
Razer at #2...LOL.
Score: 9 Votes (Like | Disagree)
Classie Avatar
30 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
30 months ago
Dell doesn't deserve to be in the top 100.
Score: 8 Votes (Like | Disagree)
nvmls Avatar
30 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
30 months ago
Then there is the cost of what should be reasonably priced repairs.
Score: 7 Votes (Like | Disagree)

Top Stories

REC ASA CODE2016 20160601 205816 2745

Elon Musk Reportedly Demanded to Become Apple CEO as Part of Potential Tesla Acquisition [Update: Musk Denies]

Friday July 30, 2021 9:04 am PDT by
Tesla CEO Elon Musk reportedly once demanded that he be made Apple CEO in a brief discussion of a potential acquisition with Apple's current CEO, Tim Cook. The claim comes in a new book titled "Power Play: Tesla, Elon Musk and the Bet of the Century," as reviewed by The Los Angeles Times. According to the book, during a 2016 phone call between Musk and Cook that touched on the possibility of ...
General Apps Messages

Android iMessage Competitor Puts Pressure on Apple

Friday July 30, 2021 3:15 am PDT by
Google and the three major U.S. carriers, including Verizon, AT&T, and T-Mobile, will all support a new communications protocol on Android smartphones starting in 2022, a move that puts pressure on Apple to adopt a new cross-platform messaging standard and may present a challenge to iMessage. Verizon recently announced that it is planning to adopt Messages by Google as its default messaging...
a15 chip

iPhone 13 and Redesigned MacBook Pro Chip Production Hit With Gas Contamination

Friday July 30, 2021 5:44 am PDT by
The most important TSMC factory that manufactures Apple's chips destined for next-generation iPhone and Mac models has been hit by a gas contamination, according to Nikkei Asia. The factory, known as "Fab 18," is TSMC's most advanced chipmaking facility. TSMC is Apple's sole chip supplier, making all of the processors used in every Apple device with a custom silicon chip. Industry...
Apple watch series 5 new case material made of titanium 091019

Titanium Apple Watch Series 6 Models Currently Widely Unavailable

Sunday August 1, 2021 6:21 am PDT by
Models of the Apple Watch Series 6 with titanium cases part of the "Apple Watch Edition" collection is currently widely unavailable for pick-up in several of Apple's retail stores in the United States and is unavailable entirely for delivery in major markets. Noted by Bloomberg's Mark Gurman in the latest edition of his "Power On" newsletter, titanium models of the Apple Watch Series 6,...
iPhone 13 Always On Feature

iPhone 13 to Bring Over a Major Feature From the Apple Watch

Wednesday July 28, 2021 2:21 am PDT by
Apple's upcoming iPhone 13 lineup will feature an always-on display akin to the Apple Watch Series 5 and Series 6, according to recent reports. In his weekly Power On newsletter, Bloomberg journalist Mark Gurman, who often reveals accurate insights into Apple's plans, said that the iPhone 13 may feature an Apple Watch-inspired always-on mode. The Apple Watch Series 5 and Apple Watch...
apple rtp land

Apple Preparing to Occupy 200,000 Square Feet of Temporary Space Ahead of New $1 Billion North Carolina Campus

Thursday July 29, 2021 9:14 am PDT by
Back in April, Apple announced a $430 billion investment over the next five years to create more than 20,000 new jobs as the company continues to expand. One significant piece of that plan is a new engineering and research center in North Carolina where Apple will be investing over $1 billion and hiring at least 3,000 employees. Assemblage of seven properties in Research Triangle Park owned by ...
telegram

Bumper Telegram Update Enables Video Calls With Up to 1,000 Viewers

Saturday July 31, 2021 12:13 am PDT by
Telegram Messenger has received a major update to its video capabilities, including support for video calls with up to 1,000 viewers. Group video calls in Telegram allow up to 30 users to stream video from both their camera and their screen, and now a maximum of 1,000 people can tune into the broadcast. Telegram says it intends to continue increasing this limit "until all humans on Earth...
app store blue banner

Elon Musk: Apple's App Store Fees Are a 'De Facto Global Tax on the Internet'

Friday July 30, 2021 10:04 am PDT by
Tesla CEO Elon Musk took to Twitter today to criticize Apple's App Store fees in a tweet that sides with Epic in the ongoing Epic v. Apple dispute. "Epic is right," wrote Musk, before going on to call Apple's App Store fees a "de facto global tax on the Internet." Musk earlier this week made veiled comments about App Store fees, but today's statement is a much more direct criticism....
FaceID iMac REREREREMIX

Top Stories: Face ID on Future Macs, Elon Musk Criticizes Apple, and More

Saturday July 31, 2021 6:00 am PDT by
This week saw an interesting range of Apple news and rumors, including a blockbuster earnings report, rumors about next year's "iPhone 14" and Face ID coming to Macs, and more. Subscribe to the MacRumors YouTube channel for more videos. Other popular topics included Apple's crackdown on leaks, changes in the latest round of betas for iOS 15, iPadOS 15, and macOS Monterey, and several stories...
duracell battery bitter coating

Apple Says Don't Buy AirTag Replacement Batteries With Bitter Coating

Wednesday July 28, 2021 11:08 am PDT by
Since AirTags were just released earlier this year and are expected to have a year-long battery life, it may be some time yet before AirTag users need a replacement battery, but when the time comes for a refresh, Apple is warning customers not to buy batteries with a bitter coating. AirTags use coin-shaped CR2032 batteries, which happen to be a size that's easy to swallow. Some battery...