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The complaints weren’t only from BT customers: those with other ISPs are often angry they have to deal with BT’s Openreach infrastructure arm. However, that could well be set to change: Openreach is in new hands, with CEO Joe Garner promising a renewed focus on customer service, plus Ofcom is forcing it to speed up how quickly engineers address faults. We look forward to seeing the results of those efforts in next year’s survey.Virtual networks again rule the roost when it comes to mobile operators – but this time, the little guy has been pipped by the massive retailer from whom you buy bananas and milk, with giffgaff losing last year’s first-place ranking to Tesco Mobile by a tiny margin.Three of the top four providers in our survey were mobile virtual network operators (MVNOs) – companies that sell services using the infrastructure of the big four operators – suggesting the likes of EE, Vodafone and O2 are well aware of how to run a network, but not so clued up on how to please their customers.Tesco Mobile leapt five points overall from last year, while giffgaff gained a point. Both were neck and neck in terms of reliability and speed – which makes sense, since both use O2’s network, although O2 was a full ten points behind for each category.

Our Highly Commended award went to Giffgaff after they claimed top spot for the Value for Money category and for the high number of customers who would buy again from the MVNO. “I absolutely love giffgaff. I wouldn’t use another provider again,” says Kate Brown. Virgin Media, which uses T-Mobile’s network, was tripped up by its customer service, as was the only mobile operator to score higher than a virtual network, Three. With solid scores in all the other categories, Three needs only to improve its customer service to have a shot at the top spot. Voters were especially enamoured with the “Feel At Home” service, which means you don’t pay roaming charges in a wide selection of countries. “Three’s Feel At Home has saved me a fortune, and really allowed me to use my mobile anywhere,” says Lee Clarke.EE, the joint venture between Orange and T-Mobile, held the middle of the chart, with solid scores for reliability and speed – as one would expect from a 4G network. It fell down on customer service and value for money. The latter should come as no surprise given the premium EE was originally charging for 4G, but prices have come down as rivals have entered the market.

Some users weren’t convinced that the shift from T-Mobile and Orange to EE has been of benefit. “T-Mobile was excellent at customer service and support,” says
Peter Reynolds. “EE just wants to sell data. They’re not particularly informed about the phones they sell.”Of the big providers, O2 had the best-ranked customer service with a 70% score, but tripped up on speeds and prices. Dan Archard sums it up nicely: “Never had a problem with O2: coverage is good and speed is acceptable. Has a bit of a price to it.”Some customers are still using an Orange-badged service, but the bad news for them is that the company slid four points to the bottom of the rankings, with the worst rating for customer service. Indeed, aside from O2, the rest of the big mobile operators need to invest in their support staff and systems; it’s a major weak spot that’s letting virtual networks woo away their customers.

It’s clear from reader comments why Apple is again the winner of our Laptops award: top-notch customer service, great build quality and good-looking products. “This was my first Apple product,” said Dr Fiona Wright. “Now I’m hooked for life.” Many comments reiterated that although the products were expensive, the quality was reflected in the end result: “Apple equals quality,” writes Phil Keeling. “You pay for it certainly, but you get what you expect.”Samsung’s star continues to rise, with the company’s laptops earning a Highly Commended for the first time in our Excellence Awards. Such a shame, then, that it has announced it will withdraw from the European laptop market (including Chromebooks).This leaves the way open for newcomers, and we’d highlight two Taiwanese companies in particular: Asus and MSI. Both have broken away from their motherboard roots to create compelling laptop brands. “Asus has always been reliable when it comes to good build quality and the right mix of features for a reasonable cost,” says Rick Lewis, while Ganesa Murthi Jothimayam praises his MSI machine: “A well-designed laptop, which is also future-proof. A total package.”

We’re always pleased to see British companies perform well for customer service, and the desktop PC sector can be very proud: the only international brand to make our top six is Apple.Tanya Taylor’s experience seems typical of Chillblast’s approach. “I had trouble with the graphics card when [my PC] arrived. Chillblast took my word and promptly replaced it… very helpful.”And PC Specialist should award customer of the year to David Beal. “I have bought four PCs from PC Specialist, plus five for family presents. I haven’t been let down yet.”If you’re looking for a big name, Lenovo wins out over HP, Dell and Acer in our readers’ experience. Lenovo gained an 83% Overall score, with 90.5% of its customers happy to buy from the company again.When it comes to printers, what people care about – in the home and office – are speed, quality, reliability and running costs. Many manufacturers opt for the razor cost model (loss-making razor, money-making blades) when selling inkjets, which definitely affects people’s perception for running costs. This is why laser specialists tend to do best in this category. But it isn’t the only reason.

“It’s the best printer I’ve owned – I’ve previously had Epson, HP and Lexmark printers and had problems with the network reliability,” says Alex Thornicroft of his Brother. Rowan Ramsey is similarly impressed: “An excellent-value budget laser printer that came without the usual package of bloatware.”Samsung takes its familiar place near the top of the satisfaction charts, with Darren Smith saying: “I’m a big fan of Samsung laser printers.”Over the past year, the “tablets will take over the world!” hysteria has died down, but Apple continues to rule the roost in this market. Since the tablet category was introduced three years ago, Apple has won the award every year.Jon Souter’s take is, we suspect, typical of many PC Pro readers: “Seen by many as a toy, I have found that my iPad has become one of my most important work tools, especially for planning and research, leaving my main PC screen free for productive work.” Perhaps the iPad’s continued success is no surprise, but it should look over its shoulder, because Sony’s Xperia range is gathering momentum. Last year, we didn’t even get enough votes for the company’s tablets for it to be rated (we require feedback from at least 50 buyers for a brand to qualify in a category). This year, however, it grabs second place.“The Sony Xperia Z2 Tablet oozes quality,” purrs one owner, who preferred to remain anonymous. “I can’t fault it.” Samuel Claxton summarises his Xperia joy in word: “Waterproof!”

Microsoft is another new name to the tablet category, with solid all-round scores. “Very pleased with my Surface 2,” says Nat Harper. “Excellent build quality and a great partner to Windows 8.1/8.”With new Education Edition tablets and laptops, the new Stream 11 Pro low-cost notebook and a range of desktops, workstations and back-end systems, HP offered educators a huge range of new technology at Bett 2015. But how is it going to help children learn?We spoke to Gus Schmedlen, HP Vice President of Worldwide Education, to go in-depth behind the new products and HP’s vision for education.Q: You’re launching a new line of tablets and laptops built specifically for education. What makes them a good option for schools?A: The new Education Editions are built for schools and designed for learning. They’re toughened for the school day, they have a minimum eight-hour battery life, so they’ll last the whole school day. The tablets have a tapered, garaged stylus, so that students can learn things like handwriting or math. Handwriting and the ability to draw are very important in primary grades, where tablets are probably most appropriate.

As we move on to the notebook, really for middle and high schools, we build it with industrial rubber, which is really cool, and really similar to what you’ll find on the tyres of your car. These are definitely, tough, strong machines for classroom use, and that one can have up to ten hours of battery life, so it’s learn everywhere, anytime.Q: Hardware is all very well. What about software?A: The idea is that, not only are these products physically built for the school environment, but they also have the tools for teaching and learning out of the box.We include a suite of software and tools called HP School Pack, which includes HP classroom manager, which enables teachers to show examples, blank all the screens and conduct quizzes. It makes sure that the teacher can keep on assisting the students and can also share student’s work.

We also have the Oxford University Press Advanced Learners dictionary preloaded on all these. Students can go online or off for information about English language learning, but also hear pronunciation. Not only is it a visual learning experience but also auditory. You can hear both British and American accents, so it’s probably fun to compare some words.We’ve partnered with Absolute Software for one year’s anti-theft. If a student device gets lost or stolen the IT administrator can completely brick the unit, so that it’s of next to no value. It keeps the unit safe, but also keeps their data safe. If they think it’s lost, they can just remotely lock it, until they find it again, or they can completely brick the machine.http://www.dearbattery.co.uk/samsung.html

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