Apple has topped Laptop Mag’s Tech Support Showdown list for the third year in a row, receiving praise as “the best tech support in the business,” and beating out nine other computer-making companies in the process. Laptop Mag said that its list is aimed at helping customers see who has the most reliable and clear customer service in the tech industry.
To conduct the research, the magazine sent reporters undercover to make calls, query support chat online, and ask questions on social media, and accumulated data on the following top ten notebook makers: Apple, Microsoft, Acer, Razer, Dell, Lenovo, HP, Asus, Samsung, and MSI. Each company was given a grade on a 100-point scale, and Laptop Mag weighted 60 points towards online support and 40 points toward phone support.
For Apple’s winning spot, the company received a 56 for its web support score and a 37 for its phone support score, resulting in an overall mark of 93 for the Cupertino company’s tech support in 2017.
Laptop Mag went more in-depth about its experience with Apple support in various forms, discussing a six minute response time from the @AppleSupport Twitter account and a positive, snappy experience with the new Apple Support iOS app. The site also put Apple to the test by calling three separate customer service reps to test their knowledge of the newest changes to macOS and the Touch Bar on the MacBook Pro.