Laptop Quality - Apple scores highest - Dell has lowest score

Since I will be purchasing two new laptops soon, I have been researching them. I found a very informative article in ComputerWorld.

It appears I am not the only one who has noticed Dell's quality and customer service has gone down the crapper.

Apple led the five vendors with a score of 347, followed by Lenovo/IBM (236), HP (126), Gateway (103) and Dell (94).

"Apple's score tells me that it has both great quality control and great support in place," said Milman. "And that Apple is taking care of its customers though its internal support channel." Unlike the other four vendors, Apple has its own retail chain, whose stores are manned with customer support personnel, dubbed Apple Geniuses.

Dell, on the other hand, is now at the bottom of Rescuecom's scoring system, having slipped from last year's fourth place to fifth this year. "Dell faces some challenges to deliver quality products and quality services," said Milman. "The probability is certainly higher that a customer will have problems with a Dell than with an HP or a Lenovo [computer]."

Dell has had problems meeting customer demand for some laptops, and has seen its once high-flying service and support reputation drop. In August, for instance, the American Customer Satisfaction Index (ASCI), a barometer of customer satisfaction produced at the University of Michigan, pegged Dell's score as down four points from the previous year.

"Dell isn't going anywhere," said Milman. "They still have good machines. But over the long run, you're more likely to have a problem with Dell."



http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9044618&sr=hotnews

--
This NG post is a natural product. The slight variations in spelling and grammar enhance its individual character and beauty and in no way are to be considered flaws or defects
.

Relevant Pages

  • Re: Mac vs PC
    ... To come up with its scores, Rescuecom compared the percentage of each company's support calls with its market share, said David Milman, Rescuecom's CEO. ... Apple, for example, received the highest score because Macs made up only 1.4% of all calls to Rescuecom, even though its estimated market share was 5% for the year. ... Dell machines, on the other hand, accounted for 34.5% of all Rescuecom's incoming calls, which was higher than the company's 32.3% market share. ... Unlike the other four vendors, Apple has its own retail chain, whose stores are manned with customer support personnel, dubbed Apple Geniuses. ...
    (rec.boats)
  • Re: Apple Wont See Pricing Issues Faced By Dell, Gateway
    ... >>> and Apple is on target. ... However, both Gateway and Dell have indicated that despite strong PC volume, lower average selling prices have, or will, ... The Mac, for instance, is also the software. ... degree of customer loyalty as a result," says Claes Fornell, a business ...
    (comp.sys.mac.advocacy)
  • Re: Dell Quality
    ... bottom line, dell hardware quality is about the same as everyone else, ... including apple. ... support and technical support. ...
    (alt.sys.pc-clone.dell)
  • Re: OT: Whos up to speed on buying a new computer?
    ... I figured I'd step up to an Apple and went to the Apple store. ... experience with Dell, stick with Dell. ... consumer support side as I am on the business support side of things, ... As far as going to MAC, it sounds like you are sort of buying the ...
    (rec.games.pinball)
  • Re: Newbie questions re: Linux on Mac
    ... > frustration with Apple customer support. ... > well keep using the powerbook until it dies and/or apple care runs out. ... > support, and should run easily on my 12" Powerbook and older Pismo ...
    (comp.os.linux.powerpc)