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All posts tagged "tech support"


Wednesday, July 13, 2011

LAPTOP's Tech Support Showdown 2011: The Worst and the Best Tech Support

Posted by Jason Dunn in "Laptop Thoughts Articles & Resources" @ 03:31 PM

http://www.laptopmag.com/mobile-lif...wdown-2011.aspx

"Who wouldn't jump at the chance to wait on hold only to barely understand the person on the other end? And why wouldn't you want to conduct a live chat with a tech support rep who asks you a million questions before addressing your issue? Fortunately, not all laptop tech support is bad, and knowing who's good could tip the balance during your next shopping trip."

I'll spoil the surprise for you: Apple is at the top, with Dell and Samsung fairly close behind. The latter two have improved a great deal since the last report, so it looks like someone is paying attention. Do your own experiences with the companies in this report match up with the results? From my perspective, the 22 minute average call time for Dell seems rosy - I'd venture my calls with Dell are always 45 minutes or more...and usually rt 15 minutes of that are my call being transferred from one department to another while someone tries to figure out who can assist me. About 20% of the time, said transfer disconnects my call, which means I have to start over again. I am not fond of Dell tech support, though once I get to the right person, they usually help me with a fair degree of competence.


Friday, May 14, 2010

No Apple Tech Support This Weekend

Posted by Jeff Campbell in "Apple News" @ 10:00 AM

http://gizmodo.com/5539105/whatever.../full+(Gizmodo)

"Basically all of Apple's support servers will be offline this weekend, so "customer support will be limited to basic troubleshooting," according to an internal memo. So avoid all forms of Apple tech support, from Apple Stores to Authorized Service Providers."

Unless you want just basic troubleshooting, otherwise you will have to wait until Monday.


Tuesday, August 11, 2009

Laptop Magazine Gives Apple an A

Posted by Jeff Campbell in "Apple News" @ 12:00 PM

http://news.cnet.com/8301-13579_3-1...subj=News-Apple

"If a top-notch customer support program is high on your list of features when buying a new computer, you should be looking at a Mac, according to a new ranking."

For 2009, Laptop Magazine awarded Apple an overall score of "A" for both phone and Web support. According to the magazine, "Apple has consistently offered some of the best Web and phone support of any computer vendor, and this year was no different," the magazine said in evaluating Apple. "Its Web site is brimming with well-ordered FAQs, query-based search, and PDF manuals, the latter of which quickly answered our external monitor question." This follows the same rating for 2007 and 2008 when it rated the tech support aspect. In comparison, ASUS received a B-, HP a C- and Sony a B+. Not bad Apple.


Monday, May 18, 2009

Rumor: Apple Hiring Home-Based Tech Support Team

Posted by Vincent Ferrari in "Apple Talk" @ 11:00 AM

http://cultofmac.com/apple-hiring-h...opularity/10836

"Apple appears to be building a large, distributed helpdesk operation, either in anticipation of a major new product, or simply to sustain the company’s growing popularity. Apple this summer is recruiting about 450 “At Home” technical support staff in at least six cities across the U.S., according to a document seen by Cultofmac.com. Instead of locating these workers in a centralized call center, they will work out of their own homes."

If you think about it, the call center really is obsolete in many ways. VOIP phones and remote login software has rendered the need for cubicles and offices mostly moot, and call metrics and such can still be monitored from one central computer. Any company not taking advantage of the advances in modern tech by outsourcing their support (and by outsourcing, I mean sending it outside their own walls, not outside their own country) is missing an opportunity for huge savings.

It'll be interesting to see if Apple hops on board with Jet Blue and Sears.


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