Linked by Thom Holwerda on Sat 18th Apr 2009 15:13 UTC, submitted by Hakime
"A Customer Experience Index report from Forrester Research came to the conclusion after studying almost 4600 computer users' experiences from 2008 and asking them to score the ease of use of their computers, how enjoyable the experience is and whether or not the systems fulfill their owners' needs. Apple's overall score reached 80 and was not only enough to give it the lead but also leave it as the only company to earn a 'good' ranking in Forrester's view. Every other manufacturer in the list scored significantly lower, with Acer's American label Gateway being closest with a score of just 66; the standing is only 'okay' in the research group's chart."
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Member since:2006-01-27
What's been disappointing about recent Dell computers, cheap plastic cases and proprietary non-replaceable components.
If someone spends a couple thousand dollars on a high-end XPS, they ~deserve~ something better than a plastic case with crummy doors falling off. The low-end plastic Inspiron cases are actually more durable...
RE[2]: Big Difference
by Bruno the Arrogant on Mon 20th Apr 2009 23:47
in reply to "RE: Big Difference"
Member since:2009-03-19
I call up Apple and I get someone who speaks my language (English), who can understand me and whom I can understand, and who has usually been helpful in getting me to the right person to take care of my issue.
Yep, I've gotta say, that's probably a major reason people are more satisfied with Apple - they're one of the few companies left that attempts to accommodate it's customers in a language and dialect they understand. I expect I'm going to eventually have problems with anyone's kit. That's a given. But when I have problems, how quickly and comfortably I get them resolved is going to have a lot to do with how satisfied I am. Having to repeat myself or tell the support guy, "Pardon me, could you repeat that?" half a dozen times doesn't do a lot to increase my satisfaction.
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Member since:
2008-07-15
Wow, I want whatever Dell support number you're using.
I've actually had nothing but success with Apple support, and a god awful time with Dell's. I call up Apple and I get someone who speaks my language (English), who can understand me and whom I can understand, and who has usually been helpful in getting me to the right person to take care of my issue.
Dell, on the other hand... well, I'm lucky if I get through in a reasonable amount of time. When I do, I more often than not get someone who either can't understand me or refuses to understand me, who claims repeatedly that I have a bad phone connection to them, and who sometimes cannot even speak English with a reasonable proficiency. It's obviously an outsourced call center somewhere, probably in India from the sound of their accents. They've never been helpful to me in the slightest, shuffling me from rep to rep to rep, none of them ever anymore helpful than the last. It reminds me of when I did customer service for one of the major airlines... only worse.
That's one of the reasons I don't by Dell products anymore, the other is quality. They shove crap components together in their consumer-level machines, and it shows when something goes wrong. About the only thing they do right are their computer cases, I wish I could just by the cases.
Now, I know I could fix the Dell myself but if the thing's under warranty I want them to fix it... but dealing with their support is typically more exhausting than just fixing the damn thing.