When you are searching for a brand new laptop computer, it’s worthwhile to think about many traits of the gadget issues, just like the efficiency, battery life, show and design. However, the standard of tech assist you may obtain from the producer must also be an element. The degree of customer support you may get does not seem on a spec sheet, but it surely issues loads whenever you’re attempting to get a report executed for the subsequent day and your touchpad simply stopped working. That’s why, for greater than a decade, Laptop Mag has printed our Tech Support Showdown, through which we go undercover to check and grade the 12 main laptop computer manufacturers.But this yr we’re altering issues up, by check all of the tech assist every firm has to supply. That means for firm’s like Dell, Lenovo, HP and Asus we examined not solely the essential service, however the premium, enterprise and gaming tech assist as properly. Stay tuned for comply with up articles for one of the best tech assist for these classes. Without additional adieu, listed below are the outcomes of Laptop Mag’s 2022 Tech Support Showdown.
Company NameOverall (100)Web Score (60)Mobile App ScoreSocial Media ScorePhone Score (40)Warranty ScoreRazer85/10015/2013/1513/1524/3020/20Apple83/10015/2012/1513/1523/3020/20Lenovo83/10017/2013/1513/1524/3016/20Dell81/10014/2013/1512/1522/3020/20Asus81/10018/209/1512/1525/3017/20Acer77/10011/209/1510/1520/3020/20Microsoft65/10016/20N/A9/1520/3020/20HP65/10013/207/159/1521/3015/20Google63/10015/20N/A10/1518/3020/20MSI60/10020/3017/205/15N/A18/20Samsung47/1006/20N/A5/1516/3020/20Gigabyte/Aorus29/1005/307/207/153/158/20
The WinnersRazer continues to rule Tech Support Showdown with an iron fist. This is the third time in a row, the corporate dominated our particular report by the use of experience, a big social media presence and loads of streamlining and tweaking. But Apple isn’t far behind in second, this yr in a tie with Lenovo that jumped 5 spots for a decisive second place end. Rounding out third place, we discover Dell and Asus in a tie with the previous leaping six spots, exhibiting unbelievable enchancment. (Image credit score: Future)The LosersGigabyte/Aorus is the brand new child on the block with its first go spherical in Tech Support Showdown. No app and a non-responsive name heart, reveals the corporate has loads to be taught from its opponents. Shockingly, Samsung was second to final because of awkward telephone interactions, gradual social media response and inaccurate solutions. NO.1: Razer (85/100)Web assist: https://support.razer.com (opens in new tab)Phone quantity: (800) 694-7466 (24/7)(Image credit score: Future)Key takeaways: Razer does it once more, securing the highest spot for the third time in a row. Not solely did the corporate proceed it is custom of fast, correct responses from its customer support group, it expanded its warranties and even launched a brand new module within the Synapse app that can assist you attain assist that a lot quicker. No. 2 (Tie): Apple (83/100)Web assist: https://support.apple.com (opens in new tab)Phone quantity: 1-800-275-2273(Image credit score: Future)Key takeaways: Apple continues to be proper on Razer’s heel on a quest to regain the primary spot in Tech Support Showdown. And it’s not exhausting to see why. The reps are educated, pleasant and infrequently give a improper reply. Plus, you’ve bought the unbelievable Apple Support app and the corporate’s shiny new YouTube channel filled with useful ideas. No. 2 (Tie): Lenovo (83/100) Web assist: Link (opens in new tab)Phone quantity: 1-877-453-6686 (Image credit score: Future)Key takeaways: Lenovo leapfrogged the competitors, leaping from seventh place to second because of well mannered, educated reps, easy-to-navigate FAQs and loads of methods to get in contact. But the place Lenovo actually stands out is its response instances.No. 3: (Tie): Asus (81/100) Web Support: Link (opens in new tab)Phone quantity: 1-888-678-3688 (Image credit score: Future)Key takeaways: Asus made a severe comeback throughout this Tech Support Showdown, leaping from ninth to 3rd. This is in no small half because of the corporate’s speedy response instances via nearly each facet of its tech assist group. No. 3: (Tie): DellWeb Support: Link (opens in new tab) Phone Number: 1-866-695-2237(Image credit score: Future)Key takeaways:Bots and people working collectively in the direction of a extra good tech assist expertise. Boasting a ridiculous quantity of name facilities, and ever increasing library of useful movies and a seamless app expertise, Dell has loads to supply shoppers. They simply have to brush up on their proprietary software program information.No. 4: Acer (77/100) Web Support: Link (opens in new tab)Phone Number: 1-800-624-9896 (Image credit score: Future)Key takeaways: The Acer buyer assist group is quick on its ft, offering correct solutions more often than not. And Acer Support Center is a helpful one-stop store for all of your troubleshooting and diagnostics wants. No. 5 (Tie): Microsoft (65/100) Web assist: Link (opens in new tab)Phone quantity: 1-800-642-7676 (Image credit score: Future)Key takeaways: Microsoft’s tech assist has some particular sturdy factors such because the Get Help app the place brokers present fast solutions in a well mannered trend. However, the tech big leans too closely on linking out to resolution fairly than giving simple solutions. No. 5 (Tie): HP (65/100) Web Support: Link (opens in new tab)Phone Number: (866) 695-2237(Image credit score: Future)Key takeaways: HP has a plethora of how to contact them if one thing goes improper along with your pocket book. The Support Assistant app and telephone assist are vibrant spots in HP’s arsenal, however hard-to-locate contact info and outright improper solutions on social media, saved HP from rising increased within the ranks.No. 6: Google (63/100) Web assist: LinkPhone quantity: 1-844-613-7593(Image credit score: Future)Key takeaways: Google did simply sufficient to maintain it in the course of the pack, delivering strong social media response for probably the most half and fast, well mannered service on the telephone entrance. However, our tester was disillusioned by the dearth of Facebook response.No. 7: MSI (60/100) Web assist: Link (opens in new tab)Phone quantity: 1-888-447-6564(Image credit score: Future)Key takeaways: MSI is rising up the ranks ever so slowly. The firm jumped from a final place end to seventh place because of a brand new dwell chat function. However, the telephone and social media arms of the equation want work as our tester hardly ever obtained a response. No.8: Samsung (47/100) Web assist: Link (opens in new tab)Phone quantity: 1-800-726-7864(Image credit score: Future)Key takeaways: Samsung has lots of work to do. What was as soon as a shining star within the Tech Support Showdown has taken an enormous fall from grace on account of inaccurate, generally brusque “Pros,” lengthy social media wait instances and ghosting dwell chat brokers. No. 9: Gigabyte/Aorus (29/100) Web assist: LinkPhone quantity: 1-626-854-9338(Image credit score: Future)Key takeaways: Gigabyte/Aorus wants a revamp and possibly a name heart restaffing. Our annoyed examined solely made contact twice with the corporate’s telephone reps which yielded one proper reply and one improper. To throw salt within the wound, the social media brokers by no means answered and there’s no dwell chat. It go away loads to be desired, but in addition lots of room for enchancment. How We Rate and Test Tech Support To see how properly laptop-makers assist their merchandise, we went undercover, posing as on a regular basis customers, and tried to get solutions to a few questions. We explored nearly each possibility accessible to shoppers from the highest 12 laptop computer producers together with boards, social media, dwell chats, apps and the calling in.For every model, we requested about tips on how to modify touchpad sensitivity in addition to tips on how to conceal the system from different units and networks. While our third query was customized for every producer.We initiated two telephone classes for every model, asking one query per session. We additionally used every firm’s internet assets — together with articles, boards and dwell chat — to seek out solutions. We tried to contact the businesses through each Facebook and Twitter. If an organization supplied a cellular app for assist, we additionally tried that.Each model obtained a rating out of 100. Thirty of these factors price the corporate’s telephone assist with 20 factors going to internet and guarantee whereas 15 factors going to apps and social media presence, respectively.
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