Over the weekend, PC World published the results of its annual reliability survey, incorporating reports from 79,000 tech users to assess customer satisfaction with reliability and tech support. As in previous surveys, Apple topped the rankings in an assortment of categories, with PC World going as far as to say that Apple “once again smoked the competition” in the desktop, notebook, and smartphone categories, winning high praise from customers in all reliability and service categories.
The Macintosh and iPhone maker did so well that virtually all its scores were above average. Apple’s only average scores were related to the company’s deftness at replacing failed notebook components, and in two areas pertaining to serious problems with the iPhone, the latter perhaps stemming from the iPhone 4’s well-publicized antenna issue that resulted in dropped calls for some users. The report points to Apple’s use of high-quality components and a straightforward software experience for providing customers with high levels of satisfaction. In addition, the company’s retail stores with Genius Bars offering service and support are seen as a key component to Apple’s customer care initiatives.
Personally I love the Genius Bars and look for excuses (and for available seating) around the Genius Bars just to learn. You can learn more in 15 minutes at the Genius Bar than in 6 months of reading magazines. I hate to admit it but this weekend when I was visiting family in New York City I made an excuse to go to the visually stunning store in New York City. I told my family that I had to check out the Black Friday deals (which were really available on line) and then spent some time at the Genius Bar.
But just because the Mac is reliable I still encourage people to take the 3 year extended warranty. I have owned more Macintosh computers than I care to admit. One of the most important things I learned a long time ago is that taking the 3 year extended warranty is always a good idea, especially for laptops.
A week ago when I went to install the new MS Office on my laptop and found my disk drive was not working, I was not too concerned. I simply found my bookmark for my local Apple Store and made a reservation at the Genius Bar. After 5 minutes of testing, they told me that my optical drive was not working, took my 2.5 year old laptop in, fixed it for free and returned it the next day.
But this is a controversial subject. Many people say it’s not worth it to buy an extended warranty. I have found that an extended warranty has saved me money on every laptop I have owned. Do you agree? Do you think the extended warranty is worthwhile?