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Apple Leads in Tech Support

Techstination feature for Tuesday, May 17, 2005

When it comes to tech support….Apple is at the top of the tree. Bloomberg Boot Camp, a report on today's technology. The latest rankings from Consumer Reports again give Apple the top marks in the industry for technical support. Senior project editor Jeff Fox says overall grades for customer satisfaction with tech support have declined a bit in recent months….but…

"There's a split here. Apple's support in desktops and laptops seems to be holding steady and even going up while the rest of the industry…most of the rest of the industry… had declined and now seems to have leveled off. There's a real split here between Apple and the rest of the industry. The biggest complaint that people have now is still that the support people can't solve the problem or that they're not knowledgeable or they have problems communicating. It really looks like with these cheap computers, what you're really getting is companies that some way or other are skimping on support."

Fox says it can turn what looks to be a PC bargain into a problem. How much of the issue has to do with the outsourcing of tech support calls to India or other countries…

"It's a hard thing to prove. We actually tried to check this in our surveys a couple of years ago and found that a significant factor in the problems people were having were language communication problems."

Despite Apple's consistently high rankings in tech support, its market share in the PC business has languished under 5 percent. Bloomberg Boot Camp, I'm Fred Fishkin.