Not too long ago, Brian X. Chen of The New York Times wrote a piece arguing that traditional product reviews are broken insofar as they don’t often consider the varying levels of customer service different companies provide.
“The product evaluations neglect to mention the quality of a company’s customer service,” Chen writes, “which becomes the most important fact of of all when problems or questions related to the product come up.”
This is an astute point, and especially apt in regards to tech products. Not only are tech products pricey, but addressing tech oriented problems is usually beyond the expertise of most owners. As a result, if there’s any one industry where customer service should be afforded more weight when putting together a product review or stacking two rival products against one another, it’s the tech industry.