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Apple tops PC makers in customer experience survey

By | April 19, 2009, 11:34am PDT

Apple beat all of the top PC manufactures in a survey about their customer experience.

Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences in its Customer Experience Index 2008 (PDF, reg. req’d). Forrester calculated a Customer Experience Index for 113 firms in 12 different industries based on consumer responses.

Apple topped the list of five PC manufacturers and also scored the highest in ease of use:

Customer Experience Rank - Company - Easy of Use Index

  • 23. Apple - 86% (Good)
  • 64. Gateway
  • 72. Hewlett-Packard
  • 78. Compaq
  • 93. Dell - 58% (Poor)

Apple’s scores weren’t stellar — it just barely made the 80% cutoff point for “excellent” — PC manufactures were worse. Apple only scored “good” in usefulness and “okay” in enjoyability, but Gateway, Hewlett-Packard, Compaq and Dell scored worse.

So there you have it, Apple offers the best customer experience, at least for the 5,000 people Forrester surveyed.

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Topics

Customer Experience, Apple Inc., Survey, Jason D. O'Grady

Jason O'Grady is a journalist and author specializing in mobile technology. He has published six books on Apple and mobile gadgets and his PowerPage blog has been publishing for over 15 years.

Disclosure

Jason D. O'Grady

Jason D. O'Grady is the creator and editor of O'Grady's PowerPage, which has been publishing mobile technology news since 1995. He maintains an advertising relationship with the following legacy advertisers on the PowerPage:

  • Amazon Associates
  • Google Adsense
  • Tekserve

    • Advertising on the PowerPage is brokered by a third-party agency (BackBeat Media) and he recuses himself from these negotiations.

Biography

Jason D. O'Grady

Jason D. O'Grady developed an affinity for Apple computers after using the original Lisa, and this affinity turned into a bona-fide obsession when he got the original 128 KB Macintosh in 1984.

He started writing one of the first Web sites about Apple (O'Grady's PowerPage) in 1995 and is considered to be one of the fathers of blogging. He has been a frequent speaker at the Macworld Expo conference and a member of the conference faculty. He also co-founded the first dedicated PowerBook User Group (PPUG) in the United States.

After winning a major legal battle with Apple in 2006, he set the precedent that independent journalists are entitled to the same protections under the First Amendment as members of the mainstream media.

O'Grady is the author of The Nexus One Pocket Guide, The Droid Pocket Guide, The Google Phone Pocket Guide, and The Garmin nuvi Pocket Guide (Peachpit Press), the author of Corporations That Changed the World: Apple Inc. (Greenwood Press), and a contributor to The Mac Bible (Peachpit Press). In addition, he has contributed to numerous Mac publications over the years, including MacWEEK, Macworld, and MacPower (Japan).

When he's not writing about Apple for ZDNet at The Apple Core, he enjoys spending time with his family in New Jersey.

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RE: Apple tops PC makers in customer experience survey
jackson1984-24316069205748857739440257893812 10th Oct
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0 Votes
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Apple beat all
gertruded 19th Apr 2009
i switched to Mac when I had a bad experience with HP and Vista. I will
never go back.
0 Votes
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Funny...
evilkillerwhale@... 21st Apr 2009
I switched to Vista when I had a bad experience
with Mac. I proceeded to give my Mac away,
finally, after keeping it for a while running
Vista so that it wasn't totally worthless.


As far as the story goes: What, they found 5000
people who had tried all those manufacturers
for a long period of time and allowed them to
rank them? I think not. So you have 5000
people, and found some with each type of
machine, and ranked how happy they were with
it. Kind of. What a waste of my time.
0 Votes
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I have used :
914four 28th Apr 2009
Dell, HP, Compaq and Toshiba laptops over the past few years. I have had a MBP for 9 months and it's simply the best laptop I've used since I got rid of my HP OmniBook 800 in the late 90ies.
0 Votes
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Hardly surprising, is it?
Mikael_z 19th Apr 2009
They have absolute control over both hardware and OS and
most of the applications in it, Mac OS X is famous for its
ease of use, it's the most secure (with a huge margin
compared to windoze), plus that a Mac usually just works
as it should, and they're beautiful too.

So what's there not to like?
Computers are of course a terrifying experience for many
people who just use them occasionally, but especially for
them should the ease of use and reliability be so crucial.

These results should be common knowledge among
consumers so that they don't unknowingly fall into the trap
of believing that quantity equals quality, i.e. that what
most people choose must automatically be the best, which
obviously and absolutely isn't true at all.

They should take part of studies like this one, among other
things. happy
0 Votes
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"... and most of the applications in it"
Bruizer 19th Apr 2009
????

Of course they don't. The number of 3rd party applications show this is
not true.
0 Votes
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Depends....
James Quinn 20th Apr 2009
iLife, Safari, Mail, and others come bundled with the Mac. If one pre-
orders iWorks there is a good chance that they will not have a want or
need for another Application and they could very well be using most if
not all Apps that are Apple made. At least a chance...:P

Heck PC OEMs usually bundles stuff not made by them.

Pagan jim
0 Votes
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The OS might be secure, but the web browser has some serious issues. [nt]
olePigeon 19th Apr 2009
[nt]
0 Votes
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Mac Security Part II: It?s a Numbers Game
no_zd_user_name 19th Apr 2009
>it's the most secure (with a huge margin
compared to windoze)

Taken verbatim from this NYT 4/10 article from a Mac 'Expert':

http://gadgetwise.blogs.nytimes.com/2009/04/10/mac-security-part-ii-its-a-numbers-game/

?I have found that Macs are less secure than their current Windows and Linux counterparts,? says Mr. Dai Zovi, who is co-author of The Mac Hacker?s Handbook. ?At least for the last several years, Apple has lagged behind in security, largely because the threat hasn?t been there.?

Mac Security III: The Rise of the Botnets

http://gadgetwise.blogs.nytimes.com/2009/04/17/mac-security-iii-the-rise-of-the-botnets/?partner=rss&emc=rss

The Mac is not as secure as you think.
0 Votes
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Hahahhaha..Secure?..
Soulstorm Updated - 19th Apr 2009
You mean the botnet that your crap...uhhmm..mac is part of? Hahahaha, Yup, very secure. And lets not forget the recent viruses that are starting to appear for the crap grin.
It WAS secure (by obscurity), now hackers/virus writers are starting to target it.
And lets not forget who has been failing in the Pwn2Own contest in the last years, and being the first to be cracked? Yup, Crap OSX baby :))).
0 Votes
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So which customers have been hit the hardest?
Ken_z 19th Apr 2009
Over the past 10 years which OS has been the most secure and
which OS has left their customers suffering the most?

Forget cash registers and corporate PCs. Look at the simple,
average customer and tell me which company has delivered top
ratings in customer satisfaction year after year? It's getting
bloody boring to see Apple continually take the top spot while
Dull barely gets over the 50% satisfaction level.

Wanna talk about crap? Maybe you should LISTEN instead to
what actual customers are saying.
0 Votes
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Customer satisfaction on and security on what?...1 percent on the market...
Soulstorm Updated - 19th Apr 2009
..share? What Apple had until 2006-2007?:))))
Now that Apple has 8-9 percent of the market, your security is going down the drain noobs, this is just the beginning, more will follow grin.
Dull has the same prices as HP and Asus and Sony, but the they have a bigger customer satisfaction rating, Asus has 76 percent, getting close to Crapple, for the same price as Dull.

Read my lips : Obscurity, and repeat that. But Apple is obscure no more, and its becoming a target (30 year old security holes in Unix? Come on...), just like Windows at its beginning. So pray to God (Steve Jobs, for you, that is your God) that the Apple market share will drop again, and you will be 100% percent secure (because nobody will give a c*ap about mac users, just like in the past) grin
0 Votes
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Get ye hence and grovel before your own...
zkiwi 19th Apr 2009
god (Ballmer/Gates/Microsoft).
0 Votes
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Lol, another mac worshiper/zombie fails...
Soulstorm Updated - 20th Apr 2009
PC users aren`t the ones who bow down before their god, Steve Jobs, and think he invented everything and anything :))) Patetic. Zombies/washed-out-loosers :

Welcome to MacHeads the Movie :
http://www.dailymotion.com/video/x44l1c_macheads-the-movie-trailer_tech

It`s kept me from having a life, it`s kept me from having a life" Priceless, that describes 80 pecent of the mac loosers.

"I have never slept with a PC/Windows user, ever" Just priceless, but, newsflash : No PC user would sleep with you, my dog wouldn`t sleep with you :))). Ok, maybe with a paper bag wrapped around her face/head. I hope she does find some money for a mirror and understands why :))))

PS: Look at the washed out loosers sitting outside macworld before it opens. I haven`t seen windows users sitting in tents outside the M$ headquarters, like worthless bums on the street. Maybe there are a few of them (untill i see one, i am still sceptical), but they sure as hell had money for a hotel room. haha
0 Votes
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Nah...
zkiwi 20th Apr 2009
Now you can get your systems ddos'd by a better class of machine rather than the festering hordes of PC's that are usually responsible for that sort of frivolity.
0 Votes
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Well said!
914four 28th Apr 2009
(nt)
0 Votes
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Pw2Own Miller "I'd still recommend Macs for typical users"
Davewrite 19th Apr 2009
Since you mentioned the Pw2own contest...

Apparently PW2Own hacker Charlie Miller is Mac User!

"CM: I don't know what I'll do with my new MacBook Pro, but I
definitely won't retire my trusty MacBook."

-----------
About hacking the mac, former NSA security analyst Miller said he
spent a lot of time before the contest preparing the exploit:

"CM: ?Yes, I took down the Mac in under a minute each time.
However, this doesn?t show the fact that I spent many days doing
research and writing the exploit before the day of the competition?

And as for which OS he recommends:

?I?d still recommend Macs for typical users as the odds of something
targeting them are so low that they might go years without seeing any
malware?


The author of the Tom Hardware article where the above quotes came
from added this about himself:

"Sure, the risk = threat x vulnerability x consequence concept. Macs
have low threats but high vulnerability while Vista is the other way
around. I recently switched to a Mac myself and wrote about it for
Tom's Hardware (and had a lot of angry readers)."


0 Votes
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....
Badgered 20th Apr 2009
?I?d still recommend Macs for typical users as the odds of something targeting them are so low that they might go years without seeing any
malware?

Wait, wait, wait... all I keep reading from Mac users is that the "security by obscurity" rant is all bunk. That Macs are more secure by design. Now here you are quoting it as a good thing. So which is it? Can you please all get on the same page... it will make this much more clear in the future. Thank you.
0 Votes
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Why? Do PC users agree on everything?
James Quinn 20th Apr 2009
Hey as far as I'm concerned "obscurity" is fine. Unix as a basic
underpinning is also fine. Security means different things to different
people. Some people prefer to live in the country where crime is rare.
Others in the city and they choose security systems. As far as I'm
concerned if I can get both in one system I'm good:)

Pagan jim
0 Votes
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Sure we do. (NT)
Badgered 20th Apr 2009
.
0 Votes
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Face it: Top hacker Miller says: Macs are safer. Recommends macs. END. - nt
Davewrite 20th Apr 2009
nt
0 Votes
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Oh I understand that...
Badgered 20th Apr 2009
Face it: Top hacker Miller says: Macs are safer. Recommends macs. END

There's nothing for me to face, I agree with him... Macs are currently "safer". If you're right, some Mac enthusiasts may need to "face it" though.
0 Votes
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You say "Macs are currently 'safer". THAT I agree to. nt
Davewrite 20th Apr 2009
nt
0 Votes
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Not Surprising...
Jkirk3279 20th Apr 2009
More disappointing.

I'm a Mac user and Apple stockholder. "Just barely made the cutoff for
Excellent" ?

Obviously we have more work to do. A 90% rating is the minimum I'd be
satisfied with.
0 Votes
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RE; Not Surprising...
dougbeer 21st Apr 2009
"I'm a Mac user and Apple stockholder. "Just barely made the cutoff for
Excellent" ?

Obviously we have more work to do. A 90% rating is the minimum I'd be
satisfied with."

I understand: my wife uses a thinkpad and her new boss said she could switch to a mac if she wanted. She declined and could not figure out why her boss became angry until I explained it.
Generally Mac people hate PC. They are left leaning and love Hollywood.
Mac users tend to be clanish and are likely to say they like the product even if they feel like something is wrong. They think it's with them not the product.
I sure would like to see a detailed breakdown of the survey.
Don't get me wrong, Mac is a fine product; it's just not the only solution
0 Votes
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Another ad
Gladiatorcn 19th Apr 2009
Ads
0 Votes
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Apple Also Topped ChangeWave 2009 survey crushing PCs
Davewrite 19th Apr 2009
Apple regularly tops customer surveys.

The Changewave 2009 echos the Forrester study:

Changewave polled customers who had bought a computer
in the last 90 days.

Results:

Very Satisfied:

Apple 81%

Closest PC manufacturer was Asus was 67%
Dell : 55%
HP: 52%

That's a HUGE difference.

For OS Very Satisfied:

Leopard : 54%
vs Vista at an expected jaw dropping floor level: 12%

Similarly in a separate survey for smart phones iPhones
also topped the Changewave rankings.

What are the PC apologists going to say? That the
Changewave survey is also flawed?

In the recent MS mac attack ads MS emphasized cheap but
I guess you get what you pay for.
0 Votes
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Apple regularly tops Consumer Reports polls as well. [nt]
olePigeon 19th Apr 2009
[nt]
0 Votes
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I'm not surprised at the 12%
914four 28th Apr 2009
There are an amazing number of people who tell me regularly how much they dislike Vista, despite the fact that I don't really have anything to do with Vista except when it's run as a guest OS or as part of a Sun Ray thin client solution.
My latest annoyance is that 24 bit RDP is no longer supported with Windows Vista; what if you don't need 32 bit colour?
0 Votes
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Astonishing with bonks of PC makers NOT ONE beat Apple!
Davewrite Updated - 19th Apr 2009
PC apologists love to trot out the LARGE number of PC
makers, look at the new ads PC guys say "look at all those
PCs , what choice, you've got Dell, you've got HP..."

LOL!

isn't it embarrassing that NOT ONE of these plethora of PC
makers surveyed beat Apple or even came close?

Fortune magazine calls the PC makers in the poll as
bascially in D- territory! And here probably to calm the
wrath of PC guys ZDnet says " (Apple) just barely made the
80% cutoff point for 'excellent' !!

Face it the PC makers are in quality death spiral as they
fight for bottom price. As margins erode they use inferior
parts like power units, keyboards and give non existent to
lousy customer service.
0 Votes
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My custom built rig pisses on your Mac, baby boy...
Soulstorm Updated - 19th Apr 2009
..and also on any big brand PC maker (Dell/HP/Lenovo etc.)

Corsair/Enermax/Seasonic PSUs? Crapple doesn`t even dream about such things.
Mighty Mouse vs Logitech MX Revolution (or G9 if you are a gamer). Hahaha, the MM is a joke, 2 years ago Apple barely found out what a 2 button Mouse looks like.
Logitech DiNovo Edge vs Apple`s keyboards that have the same functionality as a 1995 keyboard? Hahahaha.
Dream on mac noobs, Apple is just like any other OEM, useless overpiced POS. You want the best, you custom built it from brand name parts. Don`t know how? Well, that sucks for you, a 13 year old kid can learn how to build a
PC from components. But mactards...well...are just too stupid grin
0 Votes
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PC manufacturers SUCK SO BAD the poor sods have to BUILD their own!
Davewrite 19th Apr 2009
Another PC guy admitting that cheapo PCs are So bad the only way to get
a working PC is to spend time and effort to build his own .

lol!

0 Votes
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Right, and another Apple guy
GuidingLight Updated - 20th Apr 2009
admitted that he wishes he saved some money by purchasing a PC instead of his Mac, because they only function the way Apple wants them too, not how he needs it to function.

That was easy.

0 Votes
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That would only work if you could find an Apple guy
James Quinn 20th Apr 2009
who for some reason did not understand how Apple did things and at
the same time was not aware of his own needs and went ahead and
purchased a Mac not knowing that he could run Windows on it in any
number of ways including Parallels, VMWare, Bootcamp and using a
variant of wine. That would have to be one uniformed Apple guy:P

Pagan jim
0 Votes
+ -
Just pointing out the fact
GuidingLight Updated - 20th Apr 2009
that how easy it is to claim "Some PC guy", so on and so
forth [ insert fake yarn here ]

Nothing against Apple for the most part, they are just another PC manufacturer, though people like Davewrite really do a disservice to those who do not like mindless drivel 24/7.
0 Votes
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People should try to avoid the whole "I know of someone"
James Quinn 20th Apr 2009
stories. Even the I own a Mac, a PC, a SUN box, an IBM Mainframe, An
Xserver, an Alpha and use them all every single day without fair and I've
never had "blank" crash on me once kind of story.

Pagan jim
0 Votes
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G.LIght where did I claim "some PC guy?" I was replying to a specific post
Davewrite Updated - 20th Apr 2009
you said: "that how easy it is to claim "Some PC guy", so on and so
forth [ insert fake yarn here ]"


what the heck are you talking about?

I was replying to one specific PC guy i.e. Soulstorm who said he built
his own PC.

who wrote to me in my thread saying his custom rig PC pisses on my
mac.

READ the thread BEFORE you open your mouth
You lower my estimation of PC users.
0 Votes
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good one
Davewrite 20th Apr 2009
good points about bootcamp etc.

Also I wonder what Guiding Light was ranting about me writing about
some 'general pc person'. I was replying to a specific guy Soulstorm. GL
didn't even follow the thread.
0 Votes
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Takes less time...
Erroneous 20th Apr 2009
than waiting for a delivery from one of the manufacturers and you get what you want.
0 Votes
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Why would you want a system that pisses?
zkiwi 19th Apr 2009
That being said, are you by chance the sort of lame 13 year old you mention?
0 Votes
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It's called a DIAPER BABY PC. (shades of IBM PC jr.) - nt
Davewrite Updated - 19th Apr 2009
nt
0 Votes
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Is there a Virus that cause PCs to Piss? Just wondering nt
Davewrite 19th Apr 2009
nt
0 Votes
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I heard the new mac BotNet causes them to..
Soulstorm 20th Apr 2009
do that. Its also going to be a new feature in SnowLeopard :))). Jobs will announce it soon.

It also comes with "I-Protect", the new AV for OSX, at or 529$ or 599$ (Jobs likes those prices with 99 at the end, kinda like supermarket prices:)) )

PS: AV is free on Windows (AVG for exemple), :)))
0 Votes
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That ONE mac botnet compared to over 1 million PC viruses and malware lol!
Davewrite Updated - 20th Apr 2009
BBC 2008

"The number of viruses, worms and trojans in circulation has topped
the one million mark."

"The vast majority of these viruses are aimed at PCs running Microsoft
Windows and are variants of already existing malicious programs that
have proved useful to hi-tech criminals in the past."

" The combination of these factors results in a high volume of new
malicious code samples that threaten users online."



------
1 million! Go google OsX viruses and malware and see how many you
can find.

The reason why that Mac Botnet is news is because it's so rare.

Malware for Mac and PC is comparing a desert to an ocean, both have
moisture but in what quantity!
0 Votes
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Windows PC signature-based malware
Partners in Grime 20th Apr 2009
count is 1.5 million. And, according to 2008 reports, is growing at
20,000 pieces per day.
0 Votes
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Dang...
zkiwi 20th Apr 2009
A botnet that can install new hardware automagically. Who knew that Macs would have such a superior set of malware?

I wonder if they're going to come up with a version that dispenses pizza and beer...
0 Votes
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Very small market no money to be made....
James Quinn 20th Apr 2009
in the homemade world. I've built hundreds maybe even thousands of
PC's in my day. I did it for a living. Still its time and unless I'm
making money doing so I don't understand the value of doing it for
myself. Besides I still end up with well a PC:P

Now tell me about the PC you made that has the same form factor as
my 24" iMac?

Tell me about hat laptop you threw together that has the same
dimensions as the MacBook Air?

You seem be be a game geek.... cool. I like a good game every now
and again. I have several solutions for games. Some run on my Mac.
Others run on my XBox 360 and if those two solutions are not enough
I run a wine solution on my Mac that allows me to run a host of
Windows games without actually installing or using
Windows...SWEET!!!

And yet I have still not waisted any of my valuable time tinkering
under the hood:)

Pagan jim
0 Votes
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Game? I haven`t done any serious (hard-core) gaming for 2 years but...
Soulstorm Updated - 20th Apr 2009
i do like to game now and then, oance a week a couple of hours if i have some spare time.
I work in CGI with 3Ds Max and Maya. But ups, Maya doesn`t work on OSX, scratch that. Need to install windows in a WM... at least.
WINE and Maya don`t work so well, try it out and see. I also need CS4 from time to time, but ups, the 64bit version is only on windows. Sucks again.

IMac? What would i do with that? Raid/Quad-core/high-end GPU`s for Nvidia CUDA apps? Lots of hard-drive space and ram? Hmm...nope, that doesn`t describe the IMac.

The Macbook Air is about the same size as a normal laptop, except for the height. But i do have a cutting knife (a lot of them actually), so why would i need the Air? I can cut bread without it :
http://www.engadget.com/2008/05/27/german-users-claim-macbook-air-can-cut-through-bread-flesh/
I bet that guy voted 10 out of 10 for Apple grin .
And with the bread problem solved, My EeePC handles tasks quite well (email/messanger) when i am on the go, an is alot smaller than the Air (Asus scored 76 percent, didn`t they?, so i should be happy).
But i will admit the EeePC is..fugly? Yup, but then again, nobody goes with their laptop/netbook inside a club for exemple, so looks on a computer are...useless? grin

Yes, when you build 1000 PC`s and do it for a living and make money out of this, it takes time (just like any other job). When you build just one, it takes an hour or so (wiremanagement included).
0 Votes
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My iMac funs Final Cut Pro 2 just fine thank you:)
James Quinn 20th Apr 2009
It has 4 gigs of Memory and a 750 GB internal. I'm doing very well
with its power. Not top of the line you say? Well if I wanted to play
that tech game it would take more than a single build hour. I'd have
to jump every time something new came out and that is not my style.
I'll use my iMac for a few years maybe 3 to 5. Then I'll purchase a new
computer system that is pretty darn good at the time but will be old
soon enough as is normal for tech as I understand it. Still it will get
the job done for me for many years too come. Now I doubt that you
are calculating your time correctly. First it takes time to shop for
those parts, research and finding the best price (If that is your thing)
Then there is the ordering. Now odds are you'll get working parts
with no shipping damage that that is an odds game. Some who build
themselves will get bad parts and or shipping damage its part of the
game nothing and no one even the best Apple is perfect. So someone
if not you will have too RMA a part back and get a replacement Time,
time time. Then there is the actual build..... I can agree that if
everything fits and works as it shall then an hour would do except for
the windows install. If you are doing XP the updates alone will take
you and hour easy. Don't know about a virgin Vista install and
upgrade/security patch routine? Still I think an hour from start too
finish is optimistic at best:P

Now what advantages does it give you too run CS4 in 64 bit mode? I
can't say that most users would require that ability or program for
that matter can you?

I use my iMac for several tasks one at present is to write a movie
script. Then I use my EyeTV to run the iMac as a TV. I also use the
EyeTV to run my XBOx 360 off of the iMac. Its basically my
entertainment center and works and looks just fine in my living room.
Its the same principal for just about everything we use and purchase.
Cloths we want to look good on us and we want to look good in them.
Cars even the el cheep economy cars we usually take the time too
clean so they look presentable. Everything or just about everything
has a certain level of style as well as function. Apple blends to two
very well together and yes my iMac may never have been state of the
art or if so was that way like 2.2 seconds before something new
replaced it but it is functional and will remain so for years too come.
Which is all I need and want.

Pagan jim
0 Votes
+ -
Idiot
theoxygenthief 20th Apr 2009
http://usa.autodesk.com/adsk/servlet/index?siteID=123112&id=7639522

"The 32-bit version of Autodesk? Maya? 2009 software is supported on any of the following operating systems:

* Microsoft? Windows Vista? Business operating system (SP1 or higher)
* Microsoft? Windows? XP Professional operating system (SP2 or higher)
* Apple? Mac OS? X 10.5.2 operating system or higher "

Idiot.
0 Votes
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Wow I envy your rig so much right now
theoxygenthief 20th Apr 2009
ooooooooo let's all bow before soulstorm's rig. And his amazingly useful posts. And his unsurpassed trolling wisdom. And his mom's basement he says he doesn't live in.
0 Votes
+ -
RE: Apple tops PC makers in customer experience survey
jackson1984-24316069205748857739440257893812 10th Oct
his extraordinary submit manufactured me smile. Maybe should you throw inside a couple nfl football jerseys of pictures it'll make the complete issue additional fascinating. Anyway, in my language, there ordinarily usually aren't significantly great provide similar to this.

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