Survey: Apple ranks high in reliability, tech support

Now that their products are firmly ensconced in dens and home offices, computer makers have designs on another part of the house: the living room.

We recently rated several machines – laptops and desktops – ranging from relatively low-cost budget models suitable for most general uses to workhorse computers capable of running 3D games and editing video. Performance was consistently high among all types and brands, making differences in reliability and technical support more important than ever.

In our surveys of Consumer Reports subscribers, Apple computers routinely score at or near the top in tech support, and they also have been reliable.

Other findings:

¢ Laptops from Compaq, Dell, Gateway, HP, IBM, Sony and Toshiba were as reliable as those from Apple. Among desktops, Sony and Dell computers proved more reliable than Compaq, HP and Gateway machines, though not quite as reliable as Apple.

¢ In tech support, IBM provided significantly better overall service for its laptops than other Windows manufacturers did for theirs. (Apple’s laptop tech support was better still.) Survey respondents who use Windows desktops cited Dell’s tech support as best for problem solving; HP’s as worst for support staff. Apple’s service for its desktops was praised for problem solving, support staff and time spent waiting on the phone for assistance.