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by LAPTOP Staff on July 11, 2011
Who wouldn't jump at the chance to wait on hold only to barely understand the person on the other end? And why wouldn't you want to conduct a live chat with a tech support rep who asks you a million questions before addressing your issue?
Fortunately, not all laptop tech support is bad, and knowing who's good could tip the balance during your next shopping trip. That's why we go undercover every year to find out which companies are the most helpful, friendly, quick, and knowledgeable. We evaluated 11 brands phone support, live online chats, website FAQs, as well as each of the big 11 brands' social networking presences.
During our tests we spent 14 and a half minutes on the phone, on average. However, a few of the big brands refused to answer our questions unless they were strictly in reference to broken hardware or their brand's own software, pitching some fairly pricey support packages instead.
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