Survey Grades Laptop OEMs On Tech Support; Parental Discretion Advised

One of the toughest reader questions to answer when it comes to hardware recommendations is "Which vendor gives the best support?" In theory, as journalists, we have both direct access to corporate staff and a wide reader base to poll from. In practice, companies claim this sort of information constitutes trade secrets and lock it down tighter than Ft. Knox. Laptop Magazine recently set out to rank the various major laptop vendors (Acer, Apple, Asus, Dell, Fujitsu, Gateway, HP, Lenovo, MSI, Samsung, Sony, and Toshiba). beginning with a set of three basic questions for each.


Most people aren't aware of this, but Panasonic briefly experimented with a NotSoToughBook before settling on their current systems.

There's too much data on each individual company for us to drill through here but when the dust settles, Apple, HP, and Lenovo all come out quite well, with Acer squarely at the bottom. One distinctly unpleasant trend LM noted in the survey is the number of companies that try to push you into paying for "advanced" customer service, even if you're calling well within the warranty period and, in some cases, with an issue that the original warranty should apply to.

We're glad to see Apple sitting at the top of the customer service chart given the company's prices. If, however, you intend to buy a system in the near future, we recommend reading over our story on laptop failure rates from last December. We've got nothing against Apple, but one of the less-than-shining realities of the company's failure rate is that the extra dollars don't translate into superior product lifespans.
Comments
acarzt 4 years ago

"We've got nothing against Apple, but one of the less-than-shining realities of the company's failure rate is that the extra dollars don't translate into superior product lifespans."

Well I suspect that's because Apple uses not so expensive parts and then marks them way up because of their apple name.

3vi1 4 years ago

Just to play devil's advocate (I love giving Apple, and basically any other company, a good razzing), but...

I didn't see any data in the linked article specific to Apple. The graph shows premium laptops have the lowest failure rate... wouldn't that be mostly Apple machines, and couldn't the numbers be tainted *downwards* by overpriced PC hardware? Just saying.

acarzt 4 years ago

I suspect it is the other way around... They are using the same hardware in the entry level but marking the price up substantially... So they are introducing that higher failure rate into a pool that would have had a lower failure rate.

Of course neither of us could know this for sure because neither of us have access to the results specific to apple :-P

3vi1 4 years ago

>> Of course neither of us could know this for sure

/agree! Cheers!

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