Apple Inc. dominated the home computer support ratings released Monday by Consumer Reports, and, in what's becoming a typical pattern, it wasn't even close. The magazine said consumer PCs again ranked among the most trouble-prone of the products it surveys each year, and the computer makers' tech support operations weren't strong enough to alleviate a lot of those problems either. Apple was the only company to score higher than 80 out of 100 in both desktop and notebook support. In fact, no other home-computer maker scored higher than 66 on either type of PC. Lenovo Group Ltd. received a 66 for its laptop support, the highest non-Apple score. Dell Inc. finished third in notebooks with 60 points, and second in desktops with 56 points. The magazine collected readers' feedback on their experiences with 10,000 desktop and notebooks PCs. It found that overall tech support from all the companies “solved problems for only about 60 percent of the respondents who used it.” Apple solved problems about 80 percent of the time, the report said. Though Dell scored above average on both notebooks and desktops, the survey found, rival Hewlett-Packard Co. provided “inferior” support for both its H-P and Compaq brands. H-P and Dell - the world's largest computer makers - have launched various programs to beef up their oft-criticized tech-support for home users. In February, H-P said it had spent hundreds of millions of dollars to restructure its tech-support operations and open several new call centers, including facilities in Alabama, Missouri and Oregon. Dell has closed four of its North American call centers over the past year, but it still employs a large tech-support work force in the United States. It recently announced a new program that, for a fee, will match a customer with the same, small set of US-based agents to contact whenever an issue arises. Many US computer owners have complained about difficulty in understanding agents based overseas. Consumer Reports found similar problems in its survey. Of respondents who had difficulty understanding their agents, most blamed hard-to-understand English, said Donna Tapellini, an associate editor at the magazine. Other communication problems included impatient phone agents and vague instructions, she said. Consumer Reports typically suggests that readers avoid paying for extended service plans on most products. Though the magazine encouraged home-computer buyers do the same with most brands, it said respondents who purchased the extended service packages from Dell and Gateway reported better tech-support experiences. “In the case of Dell and Gateway, you're likely to get better hand-holding than if you don't have it,” Tapellini said. Most computer makers have year-long warranties, although Apple's warranties last a “fleeting” 90 days, the magazine noted. Apple provides free support beyond the warranty period at its retail stores. “Keep in mind,” the magazine said, “that fine tech support is available from third-party services ... and from free online forums.” - Cox News Service __
