Around 1,000 readers of the renowned online magazine Notebookcheck answered the call to rate their satisfaction with support levels provided by leading manufacturers. The results are in and the verdict is clear: for the second year in a row and for the third time overall, the participants gave top ratings to XMG and SCHENKER laptops. In the overall ranking, the customer-friendly support came in first place – well ahead of international industry heavyweights such as Apple, Razer, Lenovo, Dell or MSI. For this, the editorial team honoured the company this year with an award for the best support and service in the field of consumer and gaming laptops.
The best laptop support – with a seal of approval from an independent authority
As part of the large-scale reader survey Supportzufriedenheit bei Laptops und Smartphones 2021 (Customer Support Satisfaction for Laptops and Smartphones 2021, Notebookcheck asked its readers this year which brands offer the best service. Approximately 1,000 international participants voluntarily responded to the call for votes, including slightly more than half from the DACH region, and they made a clear statement for the consumer and gaming laptop sector: around 80 per cent of respondents gave the support of XMG and SCHENKER laptops full marks (5 = “very satisfied”) and placed the Leipzig-based company in first place by a clear margin ahead of Apple and Dell, which each received less than 50 per cent of maximum scores. MSI, Lenovo, HP, Acer, Asus, Gigabyte/Aorus and finally Razer follow in places 4 to 10. For this result, the editorial team has awarded the support of XMG and SCHENKER with the Editors Choice Award Service- und Supportzufriedenheit 2021 bei Consumer- und Gaming-Notebooks.
The relevance of the result is also indicated by the popularity of the two laptop brands among Notebookcheck readers: 11.2% of the participants use a laptop from XMG or SCHENKER, which corresponds to the fourth most frequent mention behind Lenovo (23.7%), Apple (16.4%) and Dell (12.9%).
The fast and customer-oriented support also achieved top marks and first place in the following subcategories of the survey: • Repair time (Reparaturdauer) • Telephone hotline (Telefonhotline) • Procedure for mail-in or on-site repair (Ablauf der Einsendung oder Vor-Ort-Reparatur) Readers voted the XMG and SCHENKER laptops a very respectable second place in the areas of satisfaction with repair (Zufriedenheit mit der Reparatur) and repair attempts (Reparaturversuche). Here, at least in 2021, the company has to concede victory to Apple by a hair’s breadth, but remains ahead of the entire field of competitors with Windows based laptops for gamers and consumers.
Fast, customer-oriented problem solving with a system
There are good reasons why things run smoother and faster in the the support department of XMG compared to the divisions of large companies operating worldwide. Instead of seeking cooperation with external service providers, call centres and RMA centres, Schenker Technologies maintains all company departments in-house. From customer advice and order acceptance, to production and quality assurance, to after-sales support; everything is available here under one roof.
This allows the individual departments to work hand in hand to help customers from the DACH region and increasingly also from Europe much more quickly and to offer individual, flexible solutions. In addition, the company has its own on-site stock of spare parts. The initial telephone contact, the identification of possible problems with a device, the repair and the subsequent return shipment – all steps are carried out in seamless interaction between the specialist departments. The current Notebookcheck reader survey clearly illustrates the advantages of this strategy and how our customers benefit, because faster and more efficient support is one of the key points for the achieving the highest possible customer satisfaction.