Sophont
Thursday, June 16, 2005
 
Death by Tech Support
Mobile Magazine: "To test tech support, we made three calls to each of 10 major notebook manufacturers (we've added three additional vendors since last year). We also called three third-party providers of PC help. On the whole, what we found was a sea of ignorance -- and annoying fixation with pinning down our name, address, and serial numbers.
Just how bad is tech support? Things haven't gotten any better since our 2004 test -- and most of the vendors we tested have actually gotten worse. Read on to see our report cards on each manufacturer. And don't miss our review of three third-party tech support providers, plus our tips on how to fix PC problems yourself and avoid tech support altogether.

The Tests
We subjected each vendor to three increasingly difficult support tests designed to simulate frequent real-life technical problems. In each case, we used an actual notebook from the corresponding vendor, and made three separate calls."

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