Mothers' Meeting

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Setting up a new computer can be challenging – especially if you have to call the support center for help. To find you which leading manufacturers offer the quickest free service – and which leave you hanging – the Mothers’ Meeting emgineers purchased for new computers, intentionally st them up wrong, and then placed numerous calls to each help line. Here’s what we found.

Apple – We rarely had to wait more that a few minutes, and instead of annoying Muzak, we listened to quick-fix hints while on hold. Apple had the most knowledgeable sraff, and we were assigned a “help session” number in case we needed to call back. One caveat: With Apple, you get only 90 days of free technical support.

Compaq – For the shortest wait times and the fastest solutions, Compaq led the pack. During one call, an agent fixed all our glitches in minute.

Gateway – Though we were able to reach Gateway technicians fairly quickly, we were tapping our toes while waiting for answers – it took an average of over tem minutes to solve each problem.

Dell – One average, Dell kept us holding longer than the others. One afternoon, it took 45 minutes to reach an operator. Even then, the support person was slow to resolve our problem, taking 15 minutes to fix an internet misconnection.