Whether notebook, desktop PC or tablet – hardly anyone can do without a computer. When it comes to purchasing advice or if technical problems arise, the manufacturers are often asked. Overall, their service and support is only satisfactory.
As in previous studies by the German Institute for Service Quality in the service test of the computer manufacturers, the waiting times on the hotlines are also currently proving to be a nuisance: callers have to wait an average of almost two and a half minutes before the call is answered – at Apple and HP the average value even goes in the direction of four minutes. However, those who are patient are often rewarded: the usually friendly and motivated hotline employees usually provide competent and structured advice.
Markus Hamer, Managing Director of the German Institute for Service Quality, sums up: “The websites of the computer manufacturers, which offer a high level of information and on which many questions are answered in the technology forum, provide a service ray of hope. Consumers who want individual support call the hotline – expert advice is at least not uncommon here.”
With the quality rating “good”, Acer emerged as the test winner from the service study and took first place in three of the four areas examined. The greatest strength of the provider lies in the solution-oriented e-mail processing: without exception, the answers are correct, structured and complete. There is extensive product information online, as well as general information on warranty services and videos on selected models. Very confident and friendly advice on the phone round off the overall picture.
Medion took second place (quality rating: “satisfactory”). On the hotline, the friendly employees actively guide you through the conversations, answer questions correctly, in a structured manner and in a way that is easy to understand. In comparison, the manufacturer replies the fastest to inquiries via e-mail – after about four hours on average. The answers are also formulated confidently and individually.
Apple follows in third place (quality rating: “satisfactory”). The manufacturer scores above all with a user-friendly, attractively designed website with understandable content. The website also offers helpful general information, such as a glossary explaining technical terms. The consultations via chat are understandable and solution-oriented.
