support

Apple outscored both Dell and Hewlett-Packard in overall satisfaction with tech support by phone, though its problem-resolution rates took a bit of a hit in a study released today by consumer feedback firm Vocal Laboratories.

Based on interviews with customers from July 2009 to December 2010, Apple's lead in phone support over Dell and HP dipped a bit in the second half of last year compared with the first half, according to the study from Vocal Laboratories (Vocalabs).

But Apple customers seeking tech support still proved the happiest, with 66 percent saying they were "very satisfied" with … Read more

Sometimes different generations look at each other as if they are from an entirely different space and time.

The conversation might be about sex, drugs, or rock and roll. Or it might just be about the Web, computers, iPhones, and all of those gadgets that, to some, seem natural.

A video with animation by Guy Collins, first posted to Reddit, offers a deep and artistic impression of what it feels like when you, the computer natural, encounter someone who is a byte troglodyte.

The things that seem so simple to you don't even translate to some minds that find … Read more

Apple is making an effort to progressively convert standard technical support into a more simplified and personal experience. The walk-up Genius support in Apple retail stores has been a great success, and the company is looking to bring similar experiences to Web-based support with new tools.

A while ago Apple created some buzz by announcing its popular discussion forums would be converted to a new Apple Support Communities service, but so far we have not seen any changes to the discussion boards. In the meantime, tools like Express Lane have been announced and today Apple expanded these Web-based options with … Read more

TeamViewer is an app that lets you connect to Macs and PCs via the Internet to share desktops, transfer files, walk through presentations, and control other computers remotely--all right from your iPad. It's even free for noncommercial use, making it a great choice for your pro bono troubleshooting for friends and family, or for just accessing your own Mac from the road.

The interface is simple: you just open TeamViewer and you're prompted to either create a session or wait for one. A unique ID and password is created for each session, and you need TeamViewer on both … Read more

This week, as we gear up for holiday travel, we have a special show on preparing to help out your less-than-geeky parents, brothers, sisters, in-laws, and assorted relatives. You know they're going to ask you for tech support. How do you talk to them? Do you fix their computer? With what tools? We're joined today by special guest Seth Rosenblatt of CNET.com, who can fill us in.

If you have a tech question for CNET to the Rescue, e-mail rescue@cnet.com or call us to get on the next show: 877-438-6688. No question is too basic.

… Read more

Computer Aided Software Engineering (CASE) automates the software creation process from front to back. The Unified Modeling Language (UML) provides the interoperability that enables the benefits of CASE. ArgoUML is a UML CASE tool for analyzing and designing object-oriented software. Apart from being open source freeware, it has many unique aspects that set it apart from commercial tools, including its use of psychological research to design an environment that increases productivity by supporting programmers' cognitive requirements and its pure Java nature, which allows for widespread compatibility and access.

ArgoUML's installer lets you include the Java Runtime Environment, if your … Read more

While electronic gadgets have become part and parcel of the modern vacationer's must-have gear, the issue of power always comes up, especially for backpackers. Though there are outlets available in airports, restaurants, and hotels, leaving expensive toys in the open is obviously a big no-no.

But if you had the Trek Support backpack from design collaborative Quirky, charging your devices would be a snap. It has a built-in charging system and removeable, rechargeable battery that lasts up to seven hours, depending on the devices being charged; you simply plug the rip-stop nylon backpack into an outlet and let your … Read more

In an attempt to put more troubleshooting know-how in the hands of its customers, Apple has created Express Lane, a simple to use resource for locating issues and solutions to common problems with all of Apple's products.

The site is incredibly easy to navigate, using a simple three-column approach to determine the general scope of the issue you are having. Once you've narrowed down the topic, you can select one of the thousands of helpful articles available directly from Apple about nearly any documented problem--including information for many older Macs and previous generation iPhones and iPods.

But Express … Read more

As a long-time Mac troubleshooting researcher and consultant, one of my favorite and perhaps the most valuable Mac knowledge sites online is Apple's own Support Discussions forums. According to an official post on the site, the forums will be receiving a makeover, becoming more socially inclined by adding feature sets like avatars, homepages, and widgets. … Read more