I’m not sure there’s any other way to measure people’s satisfaction with the service they get other than to ask them. If you could come up with another way of measuring things you’d probably make a killing. There’s not much difference between Consumer Reports and industry indexes like ACSI. Apparently, Apple has slipped a bit recently, probably due in part to hype backlash, and partially to rapidly increasing market share. They’re still on top, but they don’t have a 15–20 point gap the way they used to. Absolute numbers are actually not too far off from a couple of years ago, actually. The biggest difference is that the other vendors got better, not that Apple has fallen so far.
BTW, I just looked it up, and they’re up to between 17 and 18% of the total notebook market now. Rapid expansion like that is obviously going to have some kind of impact on how well they can provide customer support.
I’ve always considered the “zealotry” argument to be a huge steaming pile of dung. People use products that do what the customers wants them to do and that people feel are worth what they paid for them. People have switched away from Macs when they found that one of those things didn’t match up. More people have switched to them and have remained loyal customers. It doesn’t matter what the product is or what the business is, you don’t get and keep customers by making a shit product or by treating your customers badly. That means that Apple makes good products and takes care of their customers. That’s the source of the loyalty. Period.
If anything, the lies and misrepresentation go the other way, from non-users toward Mac-users. Most anti-Mac arguments I’ve seen have looked like one of our experienced posters taking down a foaming-at-the-mouth newbie in the Pit.
“Macs are _____!!!11!”
“Sorry, no. Here’s a cite.”
“Well they _____.”
“<sigh> Wrong again. Cite and cite.”
A recent example (Tuesday, October 16) regarding the iPhone from an industry blog at PC World. He got pretty much everything in the original article wrong. He has cleaned it up since then, but it’s still a heavily slanted article with misinformation. He didn’t mention this in his correction, but he originally said that the iPhone does not support IMAP. His point about POP3 falls partially flat because of this. He also makes a big deal out of the group scheduling feature of Exchange when the calendar format that iCal uses is an open format supported by a long list of other programs, including several Microsoft programs.
This is par for the course as commentary on anything Apple goes. It’s like trying to deal with people who get their “facts” from conspiracy theorists. Nobody does any research, they all relate the same info nuggets that might have been half-true a decade ago but are distorted and absolutely worthless now, and they do it over and over again. This isn’t to say that there aren’t crazy fringe elements associated with Macs, because there are some Mac whackos out there, but they’re hardly the norm, especially nowadays when there are so darn many Mac users.
My preferred system is a Mac, but I have an XP machine downstairs, and provide de-facto tech support for my family’s computers, so I do have experience with both OSs. One of the main reasons I prefer Macs is ongoing maintenance costs.
I recently spent yet another afternoon (about 3 hours) de-crapifying my mother-in-law’s Toshiba after it started running slow again (5+ minutes from boot to desktop, more time before it was actually usable!). This is after having spent a couple of hours a month or two ago cleaning, tweaking, and updating stuff, and another couple of hours earlier getting rid of Norton and installing decent firewall and anti-virus clients. I’m thinking that I’m probably going to have to do a wipe and re-install to get things running properly, which is completely fucking ridiculous. You should never have to do something like that with a decent operating system.
Her computer, at just over 3 years old, is slightly newer than my main notebook. I have an older PowerBook from 2000 (400 MHz G3) that runs the latest version of OS X better than her much higher specced system (1.8 GHz Celeron) runs XP, even on a good day. And the last time I had to install any system software on that was when I upgraded the original 6 GB HD to a 20 GB drive I got from a friend’s dead notebook last year.
The other day, my wife fired up her XP computer to play Sims 2, only to have the game crash with a video-related error. I checked the error and decided to update the video card driver. Bad idea. That gave me another error that, when I googled it, turned out to be a known problem with some Nvidia cards running the newest driver. So I roll back to the old driver. The game crashes again. Much cussing, googling, and tweaking ensues. An hour and a half later, my wife has fallen asleep on the couch and I’ve given up. The new driver lets the game run properly but pops up an error on login related to some Net 2 library incompatibility. I’ve checked, but can’t find anything we do that might affect that. Still waiting for the other shoe to drop there.
I’ve installed OS X on my 3.6 year old PowerBook once: when I upgraded from Panther (10.3) to Tiger (10.4). The last time I had to do any kind of admin stuff on my Mac, other than running system updates, was about two years ago. I manually run the chron tasks that are supposed to run by themselves at 03:00, since my computer is never on at that time, and I run the disk utility once in a while for fun; it never finds any problems and OS X automatically defrags the drive in the background.
I’ve never gotten random slowdowns like my MiL’s computer starts having every few months. I almost never have to fiddle with the system. Any fiddling I might do is for fun, really, as I’ve never run into anything that necessitates messing around with the guts. Even Linux programs I’ve installed that use some command-line input to get working don’t require the kind of ongoing tweaks I’ve had to do with XP.
My life would be a hell of a lot easier if my family members switched. It’s not like they use any proprietary stuff that prevents them from doing so. I spend at least 10x more time doing admin for them than I do for either of my Macs. That alone is almost enough to make it worth it for me to buy them their own damn Mac so they can stop bugging me with XP’s shortcomings.