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When buying a new laptop, you should consider many features of the device such as its performance, battery life, display and design. However, the quality of tech support you receive from the manufacturer should also be a factor.
The level of customer service you get won’t show up on a spec sheet, but it’s important when you’re trying to report for the next day and your touchpad stops working. That’s why for more than a decade, Laptop Mag has published our Tech Support Show, where we secretly test and rank 12 major laptop brands.
But this year, we’re changing things up, testing all the tech support each company has to offer. That means we tested not only the basic service but also premium, business and gaming technology support for companies like Dell, Lenovo, HP and Asus. Stay tuned for the best tech support series for those categories. Without further adieu, here are the results of Laptop Mag’s 2022 Tech Support Show.
| Company Name | Total (100) | web score (60) | Mobile application point | The effect of social media | Telephone Point (40) | Guarantee point |
| Razor | 85/100 | 15/20 | 13/15 | 13/15 | 24/30 | 20/20 |
| Apple | 83/100 | 15/20 | 12/15 | 13/15 | 23/30 | 20/20 |
| Lenovo | 83/100 | 17/20 | 13/15 | 13/15 | 24/30 | 16/20 |
| Del | 81/100 | 14/20 | 13/15 | 12/15 | 22/30 | 20/20 |
| Asus | 81/100 | 18/20 | 9/15 | 12/15 | 25/30 | 17/20 |
| Acer | 77/100 | 11/20 | 9/15 | 10/15 | 20/30 | 20/20 |
| Microsoft | 65/100 | 16/20 | N/A | 9/15 | 20/30 | 20/20 |
| H.P | 65/100 | 13/20 | 7/15 | 9/15 | 21/30 | 15/20 |
| 63/100 | 15/20 | N/A | 10/15 | 18/30 | 20/20 | |
| MSI | 60/100 | 20/30 | 17/20 | 5/15 | N/A | 18/20 |
| Samsung | 47/100 | 6/20 | N/A | 5/15 | 16/30 | 20/20 |
| gigabytes/hours | 29/100 | 5/30 | 7/20 | 7/15 | 3/15 | 8/20 |
The winners
Razer continues to rule the tech support show with an iron fist. This is the third time in a row that the company has dominated our special report with expertise, social media presence and a lot of agility and refinement. But Apple isn’t a far off second, leaping five places in this year’s matchup with Lenovo for second place. Rounding out third place, we find Dell and Asus making impressive progress, tying up their previous jump of six spots.
The losers
Gigabyte/Aorus is the new kid on the block with their first round at the Tech Support Show. With no app and no responsive call center, the company has a lot to learn from its competitors. Shockingly, Samsung is second thanks to awkward phone interactions, slow social media response and inaccurate answers.
No. 1: Razer (85/100)
Web Support; https://support.razer.com (Opens in a new tab)
phone number: (800) 694-7466 (24/7)
Main Receptors: Razer does it again, securing the top spot for the third time in a row. Not only has the company continued its tradition of quick and accurate responses from its customer service team, it has also expanded its warranty and introduced new modules in the Synapse app to help you get help faster.
No. 2 (tie): Apple (83/100)
Web Support; https://support.apple.com (Opens in a new tab)
phone number: 1-800-275-2273
Main Receptors: Apple continues to be hot on Razer’s heels in its bid to regain the number one spot on the tech support scene. And it’s not hard to see why. The agents are knowledgeable, friendly and never give the wrong answer. Plus, you’ve got Apple’s awesome Support app and the company’s shiny new YouTube channel for tips.
No. 2 (tie): Lenovo (83/100)
Web Support; Connect (Opens in a new tab)
phone number: 1-877-453-6686
Main Receptors: Lenovo leapfrogged the competition, jumping from seventh place to second place thanks to polite, knowledgeable representatives, easy-to-navigate FAQs, and multiple ways to connect. But where Lenovo really stands out is the response time.
No. 3: (tie): Asus (81/100)
Web Support: Connect (Opens in a new tab)
phone number: 1-888-678-3688
Main Receptors: Asus has made a strong comeback, jumping from ninth to third during this tech support showdown. This is thanks in no small part to the company’s fast response times, all thanks to its tech support team.
No. 3: (tie): Del
Web Support: Connect (Opens in a new tab)
phone number: 1-866-695-2237
Main Receptors:Bots and humans are working together towards a more perfect tech support experience. Boasting a fun call center and ever-expanding help videos and a seamless app experience, Dell has a lot to offer consumers. They just need to brush up on their proprietary software knowledge.
No. 4: Acer (77/100)
Web Support: Connect (Opens in a new tab)
phone number: 1-800-624-9896
Main Receptors: Acer’s customer support team is quick on its feet, often providing accurate answers. And Acer Support Center is a convenient one-stop shop for all your troubleshooting and diagnostic needs.
No. 5 (tie): Microsoft (65/100)
Web Support; Connect (Opens in a new tab)
phone number: 1-800-642-7676
Main Receptors: It has certain strong points like the Get Help app where Microsoft tech support agents provide quick answers. However, the tech giant is more focused on connecting to solutions than providing straightforward answers.
Number 5 (Close): HP (65/100)
Web Support: Connect (Opens in a new tab)
phone number: (866) 695-2237
Main Receptors: If something goes wrong with your notebook, HP has several ways to contact them. The Support Assistant app and phone support are bright spots in HP’s arsenal, but difficult to find contact information and inaccurate answers on social media have kept HP from rising in the rankings.
Number 6: Google (63/100)
Web Support; Connect
phone number: 1-844-613-7593
Main Receptors: Google has done enough to put it in the middle of the pack, offering a strong social media response for the most part and fast, courteous service on the phone front. But our tester was disappointed by Facebook’s lack of response.
#7: MSI (60/100)
Web Support; Connect (Opens in a new tab)
phone number: 1-888-447-6564
Main Receptors: MSI is slowly increasing the standards. The company jumped from last place to seventh place thanks to a new live chat feature. However, the phone and social media arms need work, as our tester didn’t get much response.
No. 8: Samsung (47/100)
Web Support; Connect (Opens in a new tab)
phone number: 1-800-726-7864
Main Receptors: Samsung has a lot of work ahead of it. What was once a shining star on the tech support scene has suffered a major fall from grace with inaccurate, sometimes inaccurate benefits, long social media wait times and draining live chat agents.
No. 9: Gigabyte/Arus (29/100)
Web Support; Connect
phone number: 1-626-854-9338
Main Receptors: Gigabyte/Aorus needs an update and maybe a call center redo. Frustrated, we only had two phone calls with the company’s representatives, which provided one correct answer and one wrong answer. To add salt to the wound, social media agents did not respond and there is no live chat. It leaves a lot to be desired, but also a lot of room for improvement.
How we rate and test tech support
We went undercover to see how well laptop makers support their products, posing as everyday users and trying to find answers to three questions. We’ve explored every option available to consumers from the top 12 laptop manufacturers, including forums, social media, live chats, apps, and a call-in.
For each brand, we asked how to adjust the sensitivity of the touchpad and how to hide the system from other devices and networks. While our third question is customized for each manufacturer.
We initiated two phone sessions for each brand, asking one question per session. We also used each company’s website — including articles, forums and live chat — to find answers. We tried contacting the companies on Facebook and Twitter. If a company offers a mobile app for support, we’ve also tried it.
Each brand got out of 100 points. 30 of these points go to the company’s phone support, with 20 points to web and warranty, and 15 points to apps and social media presence, respectively.
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