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http://www.insanely-great.com/news.php?id=1216
Apple earns top support scores
By ron carlson, Insanely Great Mac
November 4th 2002
PC World is running a 15-page article the state of customer service, yet the
mothership receives only passing mentions
PC World reports that a reader poll of 29,593 indicates PC support remains shaky and
reliability is slipping. However, Apple rates higher than any other desktop-computer
maker.
"Apple topped every system maker in the desktop arena," enthuses PC World. "The
company's customers said they received especially good service.
Beyond two other similar mentions, the company with the best overall score isn't
interviewed nor are their winning ways discussed. Whereas, eMachines, which has by its
own admission poor support, is given extensive reportage.
Also, Dell -- a company whose customer service ratings fell for the second year
running -- gets extensive coverage.
This statement typifies PC World's handling of Apple in the story, "Dell, for example,
tumbled in service overall -- especially in hold times. The other big news: Apple
rated higher than any other computer maker."
Then nothing.
Moreover, although I could be wrong, I couldn't find the obligatory "Apple decline to
be interviewed" or "An Apple spokesman was unavailable for comment" statement. This
would indicate that that they may have tried and failed to include the best service
provider in their write up.
Forgive my nitpicking ways, but when Miss USA is named they don't interview the losers
to the exclusion of the winner.
Moreover, Apple's desktop systems have been heaped with praise by reviewers across the
board. Even if the new PowerMacs aren't the hottest performers at least they run when
you pull them out of the box and if they don't, something will be done about it ASAP.
Honestly, ABS -- a company whose product feature list includes a 15 percent
out-of-the-box defect rate -- gets paragraphs.
Bias, pure and simple.
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