There aren’t many good things we ever say about customer support. If getting connected to them is a pain in the arse, interacting with them and explaining the nature of our problem is nothing short of a nightmare. The general consensus seems to be that they’ve rounded up the simplest (read: dumbest) minds of the universe and trained them with the sole purpose of aggravating the sanity out of us.
But apparently, the company with the touch of gold – Apple – has infused its customer care with the same perfection they bring to their other products. For a third time in a row, they’ve bagged the top position in Laptop Mag’s Tech Support Showdown list.
Every year Laptop Mag conducts a research by sending out reporters undercover to test the customer support offered by various companies. They either make calls or chat with the support online or ask questions on social media.
Using the data accumulated, Laptop Mag grades each company on a 100-point scale, of which 60 points are reserved for online support and 40 for phone support. Undercover reporters tested the representatives on various parameters including knowledge of latest changes to the operating system, MacOS, and new products like the Macbook Pro with the Touch Bar.
This year, Apple received an overall score of 93 (56 for web support and 37 for phone support), earning it the distinction of having the best tech support in the industry! Laptop Mag observed that although Apple reps may not have been always on point with product knowledge, they were quick to provide solutions and were always positive in their approach.
Making it to the second place was Acer, followed by Lenovo, Microsoft, and Dell in the third, fourth, and fifth position respectively.
It’s good to hear that Apple has once again made waves for offering reliable service to its customers. Now if there was only some way they could impart that professionalism to their counterpart in India, we would have something to be happy about.
