conducted its annual "Reliability and Service Survey" which
interviews customers and asks them about the tech products they use,
how reliable those products are, and the quality of the services
associated with those products.With over 79,000 people
at a surprising conclusion -- Apple
was the best tech firm in terms of quality. The
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. ...
Apple do no wrong? Indeed, 2010 was a remarkable year for the world's
highest-valued tech company. In addition to unveiling the iPad, a
touchscreen tablet that launched a new genre of mobile computing
devices, Apple enjoyed record sales and profits. And now it's won the
trifecta by smoking the competition in our reader poll.
computer analyst Bob O'Donnell attributes Apple's popularity to the
company's stylish, well-made computers and its easy-to-use operating
system. "It's a combination of having high-quality hardware--you
pay a premium for it--and a software experience that's more
straightforward," he says. "And if you have fewer
questions, you typically have fewer problems."
is very good at offering extras too. "You have things like the
Genius Bar at all the Apple stores. People literally walk in with
their systems, and the [support] guy sits there and says, ‘Oh,
yeah, you've got to do this, this, and this,'" O'Donnell adds.
"It gives you a warm, fuzzy feeling: ‘They're taking care of
me.' Nobody has anything close to that on the PC side."
course this is a survey of customers' perceptions of
quality, not the actual quality
of the products themselves. Apple's customers are notoriously
loyal, and thus recent issues including buggy
iPods, shattered iPhone screens, overheating
MacBook Pros, failing
antennas, and more, might have been overlooked by Apple's loyal
high prices may be created a distorted perception of quality
among consumers.Other companies that did well in the survey
include ASUS in the laptops segment, Panasonic in the TV segment, and
Canon in the printer/camera segment. Verizon, HTC, and Brother
also all earned praise.Among those rebuked in the survey were
Research in Motion, makers of the Blackberry. Others criticized
included Dell and HP, the world's two largest computer makers.So
its readers right? Is Apple a quality god? Feel free to
quote: With over 79,000 people interviewed
quote: For an accurate result, you'd need an unbiased test group
quote: the level of masochism that mac fans operate at
quote: Who else can say "your holding it wrong" and get away with it like that?
quote: Read the PC support forums and realize what HELLISH masochism PC users operate at :P
quote: Who else? I think only the pioneer who's shaken the market and made a little revolution has the guts to say that and then get away with it. Really sad that at the moment there are no other similar pioneers besides Apple on the personal computing/mobile market. So yeah, no one else for now.
quote: Primary difference is that with other computer brands are far easier to support. . .esp with hardware issues.
quote: You definetly need to look at the types of people using each device.People mostly choose Android because it's open and you can change things. People mostly use iPhone because they don't want to make changes. If you switched phones on the userbase (gave iPhone to Android users and vise versa) The results would show that iPhone sucks because it doesn't do what the users want.For an accurate result, you'd need an unbiased test group commenting on both all devices, not "iPhone" users and "Android" users. They're going to be biased for their own device.Not to mention the range of Android devices and people with problems on Android are the ones that root, flash ROMs, etc. like myself.
quote: What I see is Tony Swash afraid to get his bottom served in http://www.dailytech.com/Article.aspx?newsid=20274 since this is where we see Apple screwing its customers, and Tony has NOTHING to say about this. Well, as expected, heheh :P
quote: what is the point of all this, of such comments?
quote: There is really no significant benefit to the average end user of Android being "more open".
quote: Crazy idea: How about to each its own?
quote: (Interesting you didn't say vice-versa about the results...)
quote: With over 79,000 golden geese interviewed
quote: In Festinger and Carlsmith's classic 1959 experiment, students were asked to spend an hour on boring and tedious tasks (e.g., turning pegs a quarter turn, over and over again). The tasks were designed to generate a strong, negative attitude. Once the subjects had done this, the experimenters asked some of them to do a simple favor. They were asked to talk to another subject (actually an actor) and persuade them that the tasks were interesting and engaging. Some participants were paid $20 (inflation adjusted to 2010, this equates to $150) for this favor, another group was paid $1 (or $7.50 in "2010 dollars"), and a control group was not asked to perform the favor.When asked to rate the boring tasks at the conclusion of the study (not in the presence of the other "subject"), those in the $1 group rated them more positively than those in the $20 and control groups. This was explained by Festinger and Carlsmith as evidence for cognitive dissonance. The researchers theorized that people experienced dissonance between the conflicting cognitions, "I told someone that the task was interesting", and "I actually found it boring." When paid only $1, students were forced to internalize the attitude they were induced to express, because they had no other justification. Those in the $20 condition, however, had an obvious external justification for their behavior, and thus experienced less dissonance.
quote: The magnetic power connector is a stroke of genius, and I have no idea why it hasn't been widely copied around the industry.
quote: Of course this is a survey of customers' perceptions of quality, not the actual quality of the products themselves.
quote: Of course none of this is relevant, but at least I've tried Apple products myself and I know they aren't perfect no matter how many surveys they put out saying otherwise.
quote: Apple's customers are notoriously loyal, and thus recent issues including buggy software, exploding iPods, shattered iPhone screens, overheating iPads, overheating MacBook Pros, failing antennas, and more, might have been overlooked by Apple's loyal followers.
quote: ...including buggy software, exploding iPods, shattered iPhone screens, overheating iPads, overheating MacBook Pros, failing antennas, and more, might have been overlooked by Apple's loyal followers.
quote: Imagine, a company that puts an emphasis on design, quality parts, and support from people
quote: You're so terribly insecure in your choice of platform that you're not only convinced Apple is no better, but that it's always worse.
quote: I had a loaner iPhone 4 when I was in downtown San Francisco in October, i.e. supposedly the ultimate dead zone for iPhone reception in all the world. I had five bars of 3G and used both calls and fast data just fine without a case. No call drops, no data interruptions -- by your logic, I should never have had a chance.