In an era where technology is more accessible than ever, the importance of reliable tech support and repair services cannot be overstated. As devices inevitably encounter issues, the quality of assistance provided by manufacturers can significantly impact user experience. “Spending your time fixing problems comes at too high a cost,” says Joe Osborne, PCMag’s deputy managing editor for hardware. He emphasizes the necessity of trustworthy tech support and comprehensive product warranties.
Osborne recounts a personal experience where Apple’s Genius team flawlessly replaced a logic board on his MacBook Pro, preserving all his files. This anecdote underscores the value of effective tech support. However, securing such peace of mind often comes with a price. According to Mordor Intelligence, the US market for tech support services is valued at $10 billion and is projected to grow to $14.57 billion by 2030. Meanwhile, the electronic and computer repair services market, currently at $21 billion, is expected to decline by 0.9% this year as consumers increasingly opt for new devices over repairs.
To help consumers navigate these choices, PCMag’s Readers’ Choice surveys provide insights into which brands excel in tech support and repairs. This article delves into the survey results, highlighting the top performers in various categories, from laptops to tablets.
Laptops: Apple Leads in Support, MSI Excels in Repairs
Apple continues its dominance in tech support for laptops, despite a slight dip in its support score from last year. The company remains the highest-rated manufacturer, with MSI trailing closely behind. Apple’s comprehensive support suite, including the AppleCare plan and Genius Bar services, is praised for its effectiveness. Recent Apple laptops, like the MacBook Air 13-Inch and 15-Inch with the latest M4 chip, have received high ratings from PCMag’s hardware team.
In the realm of laptop repairs, MSI reclaims the top spot with an impressive score of 8.7 out of 10, outpacing competitors by a full point. Lenovo follows in second place. Among the big three Windows PC manufacturers, Dell leads in tech support, while Lenovo excels in repairs. HP ranks third in both categories.
Work Laptops: Apple, Asus, and Dell Shine
For work laptops, Apple garners the highest ratings for tech support, while Asus takes the lead in repairs, narrowly beating MSI. IT professionals, however, favor the big three manufacturers, with Dell emerging as the preferred choice for both tech support and repairs. Dell’s Premier for Business program, offering personalized product recommendations and extensive support, is a significant factor in its high ratings.
Desktops: Apple and Alienware Stand Out
Apple maintains its reputation for excellent tech support in home desktops, though its repair score lags slightly behind Dell and Lenovo, which tie at 8.0. Self-built PCs receive the highest repair scores, reflecting the meticulous care DIY enthusiasts invest in their custom rigs.
In the gaming desktop category, Alienware, a subsidiary of Dell, outshines competitors in tech support and repairs. PCMag’s Matthew Buzzi notes that Alienware’s expertise and Dell’s extensive resources provide robust support for gaming enthusiasts.
Phones and Tablets: Apple Dominates Support and Repairs
Apple continues to lead in tech support for phones, with Google falling behind in repairs. Samsung secures second place in both categories. PCMag writer Iyaz Akhtar attributes Apple’s success to its high standards and comprehensive support programs, including AppleCare.
For tablets, Apple’s iPads receive top marks for both tech support and repairs. Akhtar highlights the intuitive design of iPads, which often reduces the need for external support. Samsung, however, emerges victorious in the work tablet category, thanks to its high satisfaction and recommendation scores.
As technology evolves, the need for reliable support and repair services remains critical. Consumers are encouraged to consider these survey results when making their next technology purchase, ensuring they select brands that prioritize customer satisfaction and effective problem resolution.
