Re: Interesting related follow up on : Libel, Blah de blah, HypoCRASSy, etc.

Fri, 07 May 2004 16:26:05 -0700

I'm wondering about that number of repairs needed. . . is it actual numbers or percentage of computers needed to be repaired within how many sold of its own kind. That would make a huge difference seeing as Dell or any other windows mfg outsells apple at a higher rate and if they are just taking the numbers needed to repair that is a bit unfair. Definitely would have to agree with customer service however. Just a nightmare trying to talk to dell india, especially when you know what the problem is and know what you need but you gotta go through the whole song and dance. Apple at least I'm lucky to have a couple stores within a few miles of me and I've used the genius bar once and it was very quick service. Over the phone I can't say never used it.


-Richard Bae
 richardbae.com
On 7 May 2004, at 16.17, [EMAIL PROTECTED] wrote:

After the hubbub and ranting about how poor Apple's history and record on
machines this week, I received this afternoon an interesting article from a major
Apple dealer. I found it refreshing to say the least, and it definitely
confirms my own experience as welll as my opinion about Apple quality in general.

This isn't intended to start another rant about libel or hypocrisy or the
size of one's mouse pad; it's just a 3rd party commentary which apparently shows
how Apple really IS on the top of the heap, in terms of managing and upkeeping
systems.

It doesn't show that they've built every computer perfectly, that there
aren't glitches, etc, but it shows an ethos of sincerely trying to resolve issues
immediately for the sake of the customer. This should HOPEFULLY garner some
respect from our more "particular" crowd..

This is a direct quote from the source, but since their newsletter is an open
document, there is nothing copyrighted or stolen.

Tom

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- - -

Apple Scores High


A leading consumer organization that prefers to remain nameless has

recently published a comprehensive review of desktop and laptop

computers as well as displays. In all areas, Apple did very well. Here

are some highlights from the report.


Repair History

Apple scored #1 for both desktop and laptops in terms of repairs needed

to make them operable. The data is compiled and it shows that Apple has

twice as good a score as Gateway and a reasonable lead over the number

two position, Dell, for desktops. In the laptop category Apple has a

slight lead over second place Toshiba, with Dell far down the list.


Technical Support

Apple has made improvements in technical support that I am sure many of

you have experienced. The addition of the Apple retail stores to the

already effective Apple Specialists and the direct telephone support

has made Apple the clear leader in this category, scoring 79 on

desktops (compared with Dell at 62 and HP at 55) and an impressive 82

on laptops (compared with Dell at 60 and Compaq at 49). Apple got high

marks for solving problems the first time, expertise of the support

staff, effective web-based tech support, and shorter telephone hold

times.
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