I'm not a big fan of surveys, so I don't quote them often. But a recent Consumer Reports survey about PC manufacturers listed Apple as No. 1 in tech support, with Lenovo second, Dell third, and HP dead last. I should also say that Dell came in second in desktops.
I thought the headline should be "Survey says leading PC maker HP dead last in tech support." But that's not what happened. The media hailed Apple, trashed Dell, and gave HP a pass.
Horror stories about Dell's support are all over the blogosphere. Why is that? I mean, why does the media give Dell such a hard time?
Because perception is reality. But aside from being a pithy statement, what does that really mean?… Read more