We just went undercover to test the top 10 laptop brands tech support — here’s the best and worst

From a employees author to an editor in chief, I’ve coated over a decade of Tech Support Showdown and consider me, I’ve seen the good, the dangerous and the ugly. I’ve skilled corporations whose telephone tech support reps have been robust and educated whereas the net and social media have been missing and vice versa. I’ve even had an organization’s name heart go away me on maintain for 59 minutes and 57 seconds, not as soon as, however 3 times. I’ve additionally had a number of firm’s tech support brokers fumble questions on their employer’s proprietary expertise. But for all the dangerous, there’s loads of good. Some vendor reps have gotten each query we’ve requested of them appropriate. Then there are the corporations who’ve deep wells of simply accessible data on their web sites. And let’s not overlook the ones with energetic and useful boards who opened their coronary heart and minds to a helpless no0b who just wished to be taught. And most of the time, whether or not giving proper or flawed recommendation, there have been only a few occasions over all these years that I’ve had a impolite agent, exasperated perhaps, however by no means impolite. Such goes the story for this tech support. With the exception of 1 barely impolite encounter all of the tech support reps the Laptop Mag employees spoke to have been the epitome of persistence and politeness. But whereas there have been loads of appropriate solutions there have been additionally some flawed or at the least technically proper solutions. Some corporations expanded the tutorials and guides libraries on their web sites. And sure, at the least one author had issues even connecting with somebody on their assigned tech support workforce. Without additional adieu, listed below are the winners and losers of Laptop Mag’s 2023 Tech Support Showdown.(Image credit score: Future)BestAppleApple regained its crown in a giant manner. The Apple Support web page reply just about each query you could possibly have about your MacBook and then some. The Live Chat representatives have been quick and educated as have been the brokers manning Apple’s X (Twitter) account. But the place Apple really shined was its telephone support with tech support brokers who weren’t solely educated, however exceedingly affected person and well mannered particularly when confronted with a seemingly aged buyer. It’s due to this unbelievable service that Apple is our 2023 tech support winner. Read our full Apple Tech Support Showdown 2023 report. RazerThough we have been anticipating this to be a two-tie for first like we noticed final 12 months. Especially since Razer didn’t miss a single query whether or not it was on social media, dwell chat or telephone support. Hell, we even discovered assist in the firm’s subreddit and Razer Insider discussion board. So what made Razer slide firmly into second place? There have been a number of cases the place our author made calls into telephone support solely to hear to classical music for 10 minutes and 59 seconds earlier than the name disconnected, related to what occurred 4 years prior, however again then I used to be on the name for almost an hour earlier than getting minimize off. It’s disappointing to see Razer backslide, however hopefully they’ll make a comeback subsequent 12 months.Read our full Razer Tech Support Showdown 2023 report.LenovoLenovo continues to climb up the Tech Support Showdown ranks. With a decisive third place exhibiting, we wouldn’t be shocked if the firm made its manner into second or first place subsequent 12 months. But again to this 12 months. Our author solely reported Lenovo ship sooner response occasions with a noticeably improved social media presence. And so far as the solutions, Lenovo solely gave one flawed response throughout our undercover testing. All of this was sufficient to maintain Lenovo firmly in third place with its eye on a greater exhibiting subsequent 12 months. Read our full Lenovo Tech Support Showdown 2023 report.WorstSamsungSamsung doesn’t have dangerous tech support. It’s bought a sturdy library of useful tutorials and guides on its support web site. The YouTube channel might use a bit of labor, however you possibly can nonetheless discover some assist there. The social media reps are quick as are the folks manning the dwell chat and telephones. But Samsung’s Achilles’ heel is its proprietary apps. It appears that sure apps have been flagged by the reps as both telephone, pill or smartphone, making it that a lot tougher to get a solution, particularly when the app is preinstalled in your machine. If Samsung can get its reps on the identical web page about what apps are which, they’ve an opportunity to climb the Showdown board subsequent 12 months. Read our full Samsung Tech Support Showdown 2023 report.HPHP finds itself in the backside three due to the hoops you’ve to undergo earlier than you even contact tech support together with creating an account and offering your laptop’s serial quantity. Another subject, HP’s tech support quantity is tough to discover. So laborious in reality, it’s not even in the first couple of Google search outcomes. If you strive to get the quantity by the HP Support App, you continue to have to create a case. When you do get in touch with HP’s tech support both by telephone, dwell chat or social media, anticipate to get appropriate solutions most of the time. Read our full HP Tech Support Showdown 2023 report.MSIMSI constantly finds itself in final place. Despite having a X account, our author by no means bought a response to our query. When we made contact with a telephone support rep, we obtained an incorrect reply to a question on the firm’s personal software program which resulted in an pointless BIOS replace. Despite all of that, our author reported substantial net support with tons of on-line movies and sizable incessantly requested questions vault in the Online Assistant to shortly assist prospects with frequent points. (*10*), MSI is a diamond in the tough that just wants to be polished. Read our full MSI Tech Support Showdown 2023 report.


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