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Apple Continues to Provide Top-Rated Tech Support on Strength of Genius Bar

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Apple had the highest overall customer satisfaction for tech support among more than 3,200 computer owners surveyed by Consumer Reports, unsurprising given the company has been top-rated for tech support since the not-for-profit organization first surveyed customers about the topic in 2007. Apple has also routinely topped multiple J.D. Power and Associates studies for customer satisfaction over the past decade.

apple_store_genius_bar_official
Apple earned high marks for the Genius Bar located at the back of most Apple retail stores, where customers can book an appointment to receive face-to-face technical support and troubleshooting for iPhone, iPad, Mac and several other Apple products and services. Consumer Reports praises the Genius Bar's free lifetime support as a differentiating factor over similar services, which generally require paying for help.

Windows-based PC makers did not receive the same accolades for tech support among survey participants:

"The help desks at Windows PC companies often didn’t live up to that name. For four of the six PC brands in the survey, tech support solved only half of the problems consumers brought to them. Even the best of them—Lenovo and Dell—came through just 61 percent of the time."

Consumer Reports found that most Windows-based PC users were most satisfied by phoning tech support rather than seeking online help through web, chat or email support. Best Buy's Geek Squad and Staples' EasyTech services were found to be a step behind the Genius Bar, given that Apple serves as both the retailer and manufacturer and is subsequently more knowledgable about its own products and support information.

Apple provides 90 days of complimentary phone and online chat support that can be extended for up to two years with an AppleCare+ Protection Plan for iPhone, iPad, Mac, Apple Watch, Apple TV and other products. AppleCare+ also protects against up to two incidents of accidental damage with an applicable service charge, such as a cracked screen from dropping the device or water damage.

Tags: Consumer Reports, Genius Bar, Tech Support

Top Rated Comments

0815 Avatar
0815
142 months ago
no surprises here - in the rare cases I had go go the the genius bar, they never met my expectations, they always went way above my expectation.
Score: 29 Votes (Like | Disagree)
AngerDanger Avatar
AngerDanger
142 months ago
no surprises here - in the rare cases I had go go the the genius bar, they never met my expectations, they always went way above my expectation.
So they must have met your expectations at some point on their way up, right? :p

MacRumors content image
Score: 21 Votes (Like | Disagree)
0815 Avatar
0815
142 months ago
I once brought my computer (27 iMac) in for a small repair - I didn't pack it well enough and the screen in one corner cracked and had a big spider web (it was hitting some hard part in my car - 100% my fault for being in a rush and stupid .... anyway they repaired that free of charge. I didn't even had to ask for this. Also, the machine was out of warranty, but I still didn't pay anything for the repairs.
Score: 14 Votes (Like | Disagree)
adamw Avatar
adamw
142 months ago
Great to see the Apple Support Genius Bar team being recognized for their outstanding customer support.
Score: 11 Votes (Like | Disagree)
rdlink Avatar
rdlink
142 months ago
yeah, i lost a whole computer to a simple last-two-sits-of-a-bottle-of-beer a couple years ago. whole thing wasted, and i'm sorry, but i'm not about to sink another $1500 into replacing the insides over a 1-2 week period where i have to RENT a replacement as well. logical or not, when i get it back, i'm not gonna trust the thing for my heavy workflow on strict deadline when my rent depends on it.

i really expect some sort of water resistant seal that still allows heat dissipation on ALL laptops keyboards, soon i hope. it's just such an incredible achilles heel, i refuse to accept my $3k investments are in theory 2 seconds away from a liquid fatality.

plus, i'm pretty sure i couldv'e saved the thing if apple used normal goddam screws on the back. sometimes, your special 'apple screwdriver' is nowhere to be found. #fact
And I am not willing to accept not being able to have my toaster sitting on the edge of the bathtub while I'm in my bubble bath. :roll eyes:


Get real. You put liquids around electronics you accept the risks. Period.
Score: 10 Votes (Like | Disagree)
U
unplugme71
142 months ago
yeah, i lost a whole computer to a simple last-two-sits-of-a-bottle-of-beer a couple years ago. whole thing wasted, and i'm sorry, but i'm not about to sink another $1500 into replacing the insides over a 1-2 week period where i have to RENT a replacement as well. logical or not, when i get it back, i'm not gonna trust the thing for my heavy workflow on strict deadline when my rent depends on it.

i really expect some sort of water resistant seal that still allows heat dissipation on ALL laptops keyboards, soon i hope. it's just such an incredible achilles heel, i refuse to accept my $3k investments are in theory 2 seconds away from a liquid fatality.

plus, i'm pretty sure i couldv'e saved the thing if apple used normal goddam screws on the back. sometimes, your special 'apple screwdriver' is nowhere to be found. #fact

I don't feel bad for you.

There are two solutions to your problem.

1) Don't drink/eat next to your computer
2) Place your MacBook (*) on a riser

http://store.apple.com/us/product/TN740ZM/A/rain-design-mstand-for-macbookmacbook-pro?afid=p238%7CSEu6kxuF-dc_mtid_1870765e38482_pcrid_52243346050_&cid=aos-US-kwg-pla-btb
Score: 8 Votes (Like | Disagree)
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