It was interesting to see Apple clean up again in a Consumer Reports magazine study into after-sales service. As happened last year, Apple’s overall ranking for problem solving, phone waits, phone staff and online support put the company head and shoulders above their nearest rival – 32 percentage points clear on desktops and 26 percentage points up on laptops.

Those firmly ensconced in the PC camp deride Apple for the limited choice available when specifying and configuring a Mac, but it is exactly those restrictions that make it possible for Apple’s support team to offer such accurate and effective after-sales support. It's pretty tough to find a poor processor or GPU these days and we're close to 4GB RAM being a standard offering; sacrificing variety on hardware for quality support makes plenty of sense to me.

At Technica we’ve been aware for quite some time that providing a number of standardised core solutions, covering not just desktops and laptops but servers and infrastructure too, help us to offer our clients exactly the levels of service they need and now expect. From the support engineers’ viewpoint, fewer variables, along with confidence in proactive maintenance, undoubtedly lead to greater familiarity and security that queries can be dealt with efficiently and with extremely high client satisfaction.

David Izen: Partner, systems, quality, procedures, ER-6n, MP33, 1dIII, philadelphia cream cheese, beardies, 1990C4Cab, rhythm-free zone, ribena

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