Customer Satisfaction With Apple Tech Support Hits The Skids
“Apple used to be well ahead of the pack in tech support,” Peter Leppik, CEO of Minnesota-based Vocalabs, said. “Now it would be safe to say that they are merely in front of the pack.”
After interviewing customers immediately following tech support calls, 58 percent of the people reported during the first half of 2011 being “Very Satisfied” with the experience, down 15 points from a year ago. HP customers reported 53 percent were “Very Satisfied” while Dell customers responded with 47 percent, according to the research.
Of note is the vast difference in how satisfied Apple customers are with the calls’ automated versus agent support. Only 24 percent of customers were “Very Satisfied” with the automated portion, landing in third place behind HP’s 40% and Dell’s 36 percent. In the surveys conducted between May 2008 and June 2011, 40 percent of Apple customers experienced a problem during the automated portion of tech support calls.
A bright spot, however, is Apple’s tech support agents are rated vastly higher than rival computer makers. The human portion of Apple tech support calls received a 77 percent “Very Satisfied” rating, compared to 61 percent for HP and 56 percent for Dell.
About the author
Ed Sutherland is a veteran technology journalist who first heard of Apple when they grew on trees, Yahoo was run out of a Stanford dorm and Google was an unknown upstart. Since then, Sutherland has covered the whole technology landscape, concentrating on tracking the trends and figuring out the finances of large (and small) technology companies.
Email the author | Read more posts by Ed Sutherland .
Ed, with Apple’s live support reps at a 77% “very satisfied” rating, this is 180 degrees opposite to your headline of Apple’s support “hitting the skids”. Look, I understand the need to create interesting headlines, but at least try to make them match reality just a bit. 77% is HUGE! When I think of tech support I think of talking to a rep, and I’ve experienced a 99% “very satisfied” level with my own tech support calls.
I was laid off in 2008, that being said. I have been an Apple fan since 1997. I was given Lion as a gift read though the Apple website about Lion. I run Logic 8 to help me de-stress and to take my mind off of being unemployed. I tried to open Logic 8 and found that it is not compatible with Lion. Nowhere on the Apple website states that. I just got off the phone with Apple and that said either upgrade Logic or I’m SOL.
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I just got off the phone with Apple and that said either upgrade Logic or I'm SOL. open /Applications/Logic Express.app/Contents/MacOS/Logic Express This is the command to enter into terminal to get Logic 8 to work in Lion.
On the July 30 Spirituality and Religion page, writer David Gibson cited the flawed logic of Andrew Sullivan to attack Bill O'Reilly's claim that the liberal media unfairly labeled Norwegian terrorist Anders Breivik a Christian.
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Logic says that we should give women the chance to revive the nation. But then we are in the gutter exactly because logic is not among the qualities of Arab men. These men are governed by an inferiority complex or complexes. They see their lands being
The two tango using a touch of quick witted humor along with the logic that comes with staring at stats all day. Both analysts feed us on where exactly the Texans stand in the division and each teams most pressing needs in free agenc.
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