If you’re shopping for a computer with a good balance of features, performance and price, check out a Mac. And if solid tech support is a major concern, your choice is even clearer – Apple’s support tops all competitors.

So says Consumer Reports in its annual computer-buying extravaganza (June issue). The latest data continues the trend, as it has the past few years, of overall praise for Apple’s line of Mac laptops and desktops an in particular for its customer support.

On tech support issues, Apple stands out. Its reader score for laptops is 83 out of 100 (meaning it solved the problem 83 percent of the time), well ahead of Lenovo’s 66 and Dell’s 60.

Apple beats its rivals by an even greater degree in the desktop category. Its score of 81 percent led the field by an embarrassingly large margin; second-place Dell (56 percent) trailed by 25 points, just ahead of Gateway (54 percent).

Not that Consumer Reports has been chugging Steve Jobs’ Kool-Aid. As it has done often, CR criticized Apple for its brief 90 days of free tech support compared with a year for most other PC makers.

Because of that, as well as the above-average service Apple customers get with paid support plans, the magazine advises Mac buyers purchase an AppleCare plan.

Consumer Reports also points out, however, that all Mac owners can get free tech support at the Genius Bar in Apple’s retail stores, which CR says solved problems an impressive 90 percent of the time. But the customer is responsible for the cost of any required repairs.

However, the CR piece misleads a bit when it describes the Genius Bar as “walk-in support.” Yes, you can walk in to any Apple Store with a Mac problem but you can’t consult with a Mac Genius unless you’ve made a reservation.

The only truly bad news for Apple appears in the main article, in the “Brand Repair history” survey chart. While Apple’s desktops boast the fewest repairs – 12 percent versus 17 percent for its closest PC competitors – Apple’s laptops sit at the bottom of their category.

According to the CR survey, 23 percent of Mac laptops required repair or had a serious problem. While that’s not so far from Lenovo’s category leading 20 percent, Apple should take note that the quality control of its laptop line could stand improvement.

Elsewhere in the main article, in which CR makes its general recommendations, both Mac laptops and desktops earn high marks.

In the 15.4-inch “workhorse” laptop category, the MacBook Pro was the magazine’s top choice: “The Apple weighed the least and had the best battery life among the 15-inch models.”

The beefier 17-inch MacBook Pro earned top honors in the “Best Desktop replacement category despite its much higher price relative to its competition (it costs $1,000 more than the next cheapest laptop in that category – a Sony Vaio VGN-AR770).

Meanwhile the newest member of the MacBook family, the MacBook Air, managed to take second in the “Best Lightweight laptops” category on the strength of its exceptionally low weight (3 pounds), strong battery life and slim form factor. The CR editors apparently decided those characteristics trumped the Air’s higher price and missing features (no CD/DVD drive or Ethernet port).

Here’s how CR assesses the Air: “This somewhat pricey, ultra-thin ultra-portable won’t replace your everyday laptop, but the generous keyboard, touchpad technology, and small size make it worth considering. The compromises are in performance and ease of loading and unloading data.”

On the desktop side, the Mac appears absent at first, but it turns out Consumer Reports has added a third Apple-inspired category: all-in-ones.

CR says the best inexpensive all-in-one is the 20-inch iMac (“excellent performance and good ergonomics”) -- and that was before last week’s processor upgrade. Going from a 2.0 gigahertz Intel Core 2 Duo to a 2.4 GHz Core 2 Duo, the 20-inch iMac represents an even better value now.

The 24-inch iMac was ranked behind the HP TouchSmart IQ775 (who comes up with these names?), but that model’s processor upgrade to a 3.06 GHz Core 2 Duo from 2.4 GHz enhances its value quite a bit, too.

Curiously, the Mac Pro got no mention in the “high-end” desktop category, perhaps because it’s not aimed at ordinary consumers but rather video and graphics professionals.

Overall, this year’s CR report card looks as more favorably upon the Mac than ever. That’s the sort of positive reinforcement that could encourage more potential Windows users to switch in the months ahead, maintaining the Mac’s market share growth momentum.

Posted by David Zeiler at 5:06 AM | Permalink | Comments (8)
                    

Reading through the transcript of Apple’s conference call with analysts yesterday, I ran across several intriguing nuggets of information. Such as:

iPod Touch: On several occasions, Apple Chief Financial Officer Peter Oppenheimer referred to the iPod Touch as “an entirely new type of iPod.” From his opening remarks: “This new iPod had the potential to grow the iPod from being just a music and video player into being the first mainstream WiFi mobile platform running all kinds of mobile applications.”

Many pundits (and Touch owners) have declared the iPod Touch the ultimate PDA, but I don’t recall Apple having been this emphatic about it before. This could be a sign that Apple plans a lot of future enhancements to the iPod Touch, both in the software and the hardware. Evolving the iPod line in the direction of a pocket computer is logical as well as a good business move. Despite its recent successes, Apple recognizes that it can’t stand still.

Apple Retail Stores: Apple opened six new stores in the quarter, and now has 204. The company expects to add 35 to 40 locations in 2008, including more outside he United States. The average revenue per store was $8.5 million, up sharply from $6.6 million in the year-ago quarter. Traffic increased by 10 million visitors from last year, to 38.4 million, which translates to 14,700 visitors per store per week. No wonder it always seems like the Apple Stores are packed.

On a similar note, Oppenheimer said Apple plans to expand its presence in Best Buy stores from 286 to 600 over the next six months. The total number of “storefronts” carrying the Mac has increased to 9,500 from 7,700 a year ago. “We have done that because of the momentum we see in the Macintosh business,” explained Apple Chief Operating Officer Timothy Cook.

MacBook Air: When asked where the MacBook Air fits in Apple’s product roadmap, Oppenheimer uncharacteristically responded with a general description of the target customer: “We think that the MacBook Air will appeal to travelers, to professors, to all different kinds of people who want to access the computer very quickly wherever they are.”

He added that pre-orders for the laptop have been “very strong.” The super-slim MacBook Air has been lambasted by critics who say it omits too many features to suit the needs of most customers. Steve Jobs and his deputies obviously believe otherwise.

Leopard: Sales of the latest version of Mac OS X have far outpaced that of its predecessor, Tiger. Leopard revenue was $170 million in the quarter compared to Tiger’s $100 million in its first quarter. Oppenheimer attributed the growth to both a larger installed base of Mac users and that Leopard comes pre-installed on every new Mac, which sold in record numbers (2.3 million) in the December quarter.

One more thing: In a separate announcement yesterday, Apple added a new color to the iPod Nano line, pink. Available now, it’s perfect for people “searching for a special Valentine’s Day gift,” according to Apple Vice President of Worldwide Marketing Greg Joswiak. Other than the color, the particulars are the same as the other Nanos: 8 gigabytes of storage for $199. Too bad I already bought my Significant Other a Nano for Christmas. Ahh, she hates pink anyway.

Posted by David Zeiler at 12:00 PM | Permalink | Comments (2)
                    

One week before Steve Jobs takes the stage in San Francisco for his annual Macworld keynote, the Mac universe is abuzz with the usual rumors and speculation.

Regulations governing Apple pundits require that I contribute to the collective cacophony or forfeit my license to blog on Apple. In that spirit, here’s my take on what might be coming – or not – on Jan. 15:

Mac Pro update – Apple completely shocked me by announcing new pro towers (and server models) this morning. I don't recall Apple ever making such a major product announcement just one week before a Stevenote. So these rumors panned out early. The twin quad core CPUs (giving this Mac 8 cores of processing power) are standard as expected, but there is no mention of Blu-ray DVD support. Steve will mention this, but not spend much time on it.

Retail stats – Steve will probably open the keynote with a rundown of assorted statistics demonstrating Apple’s prodigious business successes. We will hear about how many millions of people visited Apple’s retail stores, and that half of them were “new to the platform.” Steve will tell us how many new stores opened in 2007, and may announce new stores in such countries as China, Brazil and Mexico.

He should gloat about yesterday’s Bernstein Research report that showed Apple’s annual sales per square foot of retail space light years ahead of other retailers. At $4,491 per square foot, Apple not only clobbered Best Buy at $991/sq. ft. but also handily outshone other upscale retailers such as Saks ($388/sq. ft.), Coach ($1648/sq. ft.) and Tiffany and Co. ($2,746/sq. ft.).

Leopard stats – Steve will tell us how many copies of Mac OS X 10.5 have been sold since its launch at the end of October. Whatever the number, it will be the best operating system launch in Apple history. Leopard also will have had the fastest adoption rate of any Mac operating system version.

Office for the Mac 2008 – Craig Eisler, the new general manager of Microsoft’s Mac Business Unit, will join Steve onstage to introduce Office for Mac 2008. There will be a tedious demo.

Other software – Since iWork and iLife both were released in August, we won’t hear of them in the keynote. In fact, it’s hard to say what other software might get mentioned, since Apple got most of its upgrades out over the summer. He might spend a few moments on the prosumer video editing program Final Cut Express, which was updated in mid-November.

Video – The other week I predicted some major video-related announcements at the Stevenote. We will hear about the new iTunes movie rental service, heretofore unannounced by Apple but widely reported in the mainstream media. Various news reports over the past few weeks have said Apple is on the verge of making deals with almost all the major film studios, including 20th Century Fox, Walt Disney, Warner Bros., Paramount and Sony, MGM and Lionsgate. Availability is the major question here; if the deals aren’t final, the service may not launch for a few more months.

Apple TV – Going hand-in-hand with the iTunes Store movie rental news should be an announcement of a new, improved version of the Apple TV. This is not a shoo-in, but it would make a lot of sense for Apple to fix this product by adding the ability to record TV shows (like a TiVo) and access the Internet independently of a computer. The pièce de résistance will be integration with the iTunes Store, so that music, videos and movies could be ordered directly from the user’s sofa with the included remote control.

New iPods – You got ‘em in September. Let’s not be greedy.

iPhone updates – Some think Steve will announce a 3G iPhone next Tuesday; my gut feeling is that it’s too soon. Even if he does announce it, you won’t be able to buy one for several months. One thing we will get at some point during the keynote: stats on how many iPhones have been sold, and a recap of the product’s launch in the U.K., France and Germany. Steve might announce the next nation(s) set to get the iPhone (Spain? Italy? Japan?), but I haven’t read any rumors that further deals are near.

Steve will definitely mention the software development kit that will allow third-party developers to write programs to run on the iPhone. Although Steve has said the SDK would be available in February, he might wow the crowd by announcing its immediate availability.

One more thing ... One product the rumor sites have convinced themselves is coming at Macworld is some sort of Mac subnotebook, something smaller and lighter than a MacBook. This device could incorporate the same touch screen technology used in the iPod Touch. It could use flash memory in place of a hard drive, or at the very least will use flash memory to speed boot times. It will use a LED display (Apple has committed to using the more environmentally friendly LED technology in all its displays.) Despite the prevalence of rumors about this, no one is quite sure what such a beast will look like. But the odds are high we will see some incarnation of a MacBook Mini.

For anyone who’d like to follow the keynote live (it starts at 9 a.m. PST, or noon Baltimore time), several Web sites will be posting updates during the event. I prefer Engadget, but a full list of sites offering coverage will appear on MacSurfer the day of the event.

Posted by David Zeiler at 7:55 AM | Permalink | Comments (1)
                    

By the time Steve Jobs took the stage Tuesday morning to announce new Mac products, everyone knew that new iMacs were on the agenda. Because Steve had invited the media to Apple’s campus, a rarity he usually reserves for such momentous occasions as the debut of the iPod, expectations were high.

Sure enough, Jobs introduced a revamped line of iMacs just minutes after he began his presentation. The new iMacs now have glossy screens, aluminum cases, are significantly thinner and feature an optional wireless keyboard. The 17-inch model is no more; Apple now offers two 20-inch models and one 24-inch model. Perhaps the most notable news here is the pricing: at $1,799 the 24-inch model is $200 cheaper than its predecessor; the midrange 20-inch price remains the same at $1,499 (and as usual offers the best balance of price and features). The low-end 20-inch iMac is $200 more than the cheapest 17-inch had been, but the same as a beefier 17-inch offering. Overall, you’re getting more iMac for the money, and that’s always a good thing.

Still, the new iMacs are hardly a huge leap forward. But things got much more interesting once Jobs moved on to the software: updates to both the iWork and iLife suites, which many had not expected until later this year or even the Macworld show in January.

The biggest surprise was the addition of a spreadsheet, called Numbers, to iWork. That makes the suite fully capable of replacing Microsoft Office. While the subject of yesterday’s post, NeoOffice, remains a usable (and free) alternative to Office for the Mac, iWork now becomes a much better option than it had been. If you throw in Apple’s free Mail program, iWork now has an answer for all four Office for the Mac components -- Word, Excel, PowerPoint and Entourage. And each of iWork’s components can read and save in Office’s file formats. And despite the addition of a third component, the price of iWork remains a mere $79, far less than the $399 list price for the full retail version of Office 2004 for the Mac. While businesses may continue to need Microsoft’s package, most home users will find iWork a more than adequate substitute and far easier on their budgets. If Jobs really wants to get Microsoft’s goat, he could release iWork for Windows. Maybe in 2008, eh?

Jobs also announced an update to the Apple’s iLife suite – iPhoto, iMovie, iDVD, GarageBand and iWeb. He demonstrated several nifty new features, particularly the “Events” in iPhoto, which allows better organization of thousands of images, and a completely revamped iMovie that makes it much easier to browse video files and create movies faster than before.

But the major news here was all of Jobs talk of “Web 2.0” features. Apple has added more integration and sharing features to its online service, .Mac, so users can create an online photo gallery that syncs with iPhoto. Friends can contribute to your online album; the images will automatically download to your Mac. If you have an iPhone, you can access your gallery there, too.

Similarly, iMovie has picked up more sharing features. You can send your movies pretty much anywhere you like, including to your iPhone or to the .Mac Web Gallery. Along with further enhancements to iWeb, Apple’s Web site creation software, it’s clear that Jobs has gotten the message sent by such phenomena as MySpace, FaceBook and YouTube. People want the ability to make stuff (photos, videos, blogs) and share it with the world. Apple was a pioneer in the concept of the “digital lifestyle,” and now has the tools – the iLife software paired with its .Mac online services – to capitalize on that concept having gone mainstream. And the iLife suite comes free on every Mac, offering yet another incentive to switchers from Windows.

Although no one will hail today’s iMacs as any sort of breakthrough, they and their Mac kin, primarily the MacBooks, bring in a major portion of Apple’s profits. The software announced today – what you can do with a new Mac -- will be the reason people will buy them, and should help maintain the Mac’s momentum in picking up more market share.

Posted by David Zeiler at 4:20 PM | Permalink | Comments (1)