On May 7, 2004, at 7:26 PM, Richard Bae wrote:
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. . .
The magazine was Consumer Reports. They get their information on incidence of repair from their annual questionnaire. They have you put in the brand of computer (maybe for two, don't know, my life was too crazy and I didn't get my questionnaire done this year) - then FOR THAT COMPUTER they ask you lots of questions, including whether it had a problem that was repaired, a major problem that wasn't repaired, etc. If you have more computers, you just give the info for one or two, whichever they give space for.
So when they crank the numbers they should end up with an incidence of repair per brand - what % of the people who said they had brand X said their computer had a problem.
In laptops purchased 1999-2003, it looks like they found about 16% of Apples had a repair or serious problems. Toshiba & Sony are just a bit more. Gateway's worst, at 23 or 24%.
Just pulled up my June issue - About tech support, they say that "3 years ago, we saw a drop in satisfaction with tech support; it's now one of the lowest-rated services we evaluate." But Apple's not bad. Out of 100, where 100 is everyone completely satisfied (as indicated by questionnaire answers) & 80 is very satisfied & 60 is fairly well satisfied (CU's wording), and differences of 4 or more points are meaningful, the rating is, for desktops, Apple - 79; Gateway - 63; Dell - 62; HP - 55; Compaq - 54. For laptops, it's Apple - 82; IBM - 69; Gateway - 64; Dell - 60; Toshiba - 59; HP - 55; Sony - 52; Compaq - 49.
Anne
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