Computer shiny apple:.(Computing)(Buyers Guide)

Since 2001, our surveys have shown, satisfaction with technical support for desktop computers has sunk, making it one of the lowest-rated services we evaluate. (Our most recent survey for laptops, in 2003, also yielded low satisfaction levels.) In our latest survey of ConsumerReports.org subscribers who own a desktop, only 37 percent gave manufacturers high marks, eight points lower than we reported in June.

A second major brand differentiator, reliability, has held steady, although repair rates are still higher for computers than for most products we track.

In this atmosphere of low expectations, Apple Computer has actually raised its support satisfaction for desktop computers over the past three years to levels well above all competitors, while offering the most reliable desktop hardware.

It's easier for Apple to excel in support because it alone makes the computer and its operating system, plus numerous applications and peripherals. Consequently, many glitches get caught at the design stage. And when Apple support agents do tackle problems, they're often familiar with all the puzzle pieces. Apple's superiority in all aspects of support, including waiting on the phone and Web support, suggests that it invests its support resources wisely.

Another factor working in Apple's favor: Macs are vulnerable to few viruses and little spyware (stealthy marketing software that can impede a computer's performance) because both target mostly Windows-based users. Symantec, maker of Norton AntiVirus, says approximately 60,000 viruses aim at Windows-based PCs, but about 60 target Macs.

In contrast to the industry's faltering support and high repair rate, it's comforting to report that the latest computers we tested continue the long trend toward more power and features for the money It's questionable whether that trend was advanced at all by the first computers to incorporate a new family of processors and supporting components chip-maker Intel unveiled this summer, which promised better video, sound, and graphics.

When we tested several PCs that had already converted to the new design, results weren't spectacular, given the expectations Intel raised. While those models were among the top performers we tested, we found only modest performance differences between them and computers based on older technology, the sort of incremental improvements we've found in past years when major technological changes weren't being made.