Wednesday, July 13, 2011
Posted by Jason Dunn in "Laptop Thoughts Articles & Resources" @ 03:31 PM
"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.