According to the latest Consumer Tech Support Survey from the Consumer Reports National Research Center, only 55 percent of consumers who contacted free manufacturers' tech support had their problem solved.
Consumer Reports surveyed more than 20,000 subscribers with computer trouble and asked how they solved problems with and without help from manufacturers. Respondents noted that most manufacturers provided dismal free tech support with two exceptions: Apple's support for desktops and laptops and IBM (Lenovo) for laptops.
• Apple solved 76 percent of survey respondents' problems, and IBM (Lenovo) solved 64 percent.
• Compaq solved just 38 percent of desktop problems.
• 15 percent of users did not bother to contact support because of previous bad experiences,
• 50 percent tried solving their own problem after tech support failed them and were successful, and
• 60 percent who asked family and friends for help after tech support failed had their computer problems fixed.
• 90 percent of those who skipped tech support entirely called an independent service at their own expense and had their problem solved.