Tech Support Blog

Rescuecom Computer Reliability Report – 2nd QT 2010

What is reliability?

When it comes to manufacturing a reliable computer, it means more than just putting together something that works.  It’s about putting together a computer that holds up and functions well over the long haul.  It’s about providing computer service when that computer doesn’t hold up, and about ensuring that a customer gets the fixes they need to get up and running again.

Rescuecom believes that these are the two fundamentals of producing reliable computers: making machines that work, and providing top quality computer support when they don’t.

In this economy, most of us need to make sure every dollar we spend is put toward something we can depend on.  With our need to make a dollar go further than ever before, reliability is at a premium.

Every quarter, Rescuecom looks to empower consumers by providing them with a quarterly Reliability Report – a guide to the reliability of the major computer brands, and their manufacturers.

These reports are calculated in a simple and straight forward manner:  the number of computers an individual manufacturer ships (and therefore their market share) is weighed against the number of calls Rescuecom’s computer repair specialists receive for that same manufacturer.

With nationwide service for every make and model of computer, Rescuecom is able to better judge the widest range of manufacturers, rather than only one or two brands.

The results for the second quarter of 2010 are in, and Asus and Apple top the charts.

  Manufacturer U.S. Computer Market Share (Percentage of Share computers shipped) RESCUECOM Repair Shares (Percentage of service calls to 1-800-RESCUE-PC)  Computer Reliability Score
Asus 3.5% 0.2% 1791
Apple 9.0% 1.3% 686
IBM/Lenovo 4.9% 0.9% 524
Toshiba 8.4% 2.3% 368
HP/Compaq 25.5% 9.1% 281
Sony 2.4% 0.9% 262
Acer 11.0% 5.0% 218
Samsung 0.7% 0.4% 180
Dell 23.8% 14.5% 165
Total Other 10.7% 65.4% 16

Asus, which had placed second in the first quarter report, regained the top spot, knocking IBM/Lenovo to third.  Apple’s score took an over 300 point jump, leaping from third to second.  Toshiba and Compaq both saw their scores rise, but they remained in fourth and fifth place respectively.

But what do these scores really mean?  What do they really tell us about reliability?

These scores reveal two things:

  • A manufacturer puts together quality machines that don’t require computer repair.
  • A manufacturer provides such exemplary tech support for their customers that they have no need to seek outside assistance.

Again, those two fundamentals are what reliability is based on.

A closer look at the scores reveals a little more.

For instance, Asus has an off the charts score as compared to the other manufacturers, even second place Apple.  Does this mean Asus is that much more reliable?  Perhaps, but it might also be a function of the product itself.

Asus produces a great number of ‘eee’ series computers and inexpensive netbooks – both popular with budget minded and entry level consumers.  While these machines can certainly be reliable, often are inexpensive enough that seeking out computer repair makes less budgetary sense than simply replacing the computer altogether.

Then there is Apple.  A consistent top three finisher, Apple’s superior level of service for its products has long made them among the most reliable in the industry.

Dell is another interesting case.  Despite owning the second largest market share for this quarter, Dell ranks last among the major manufacturers in reliability.  When it came to the number of calls received by Rescuecom, Dell had over 100 more than the next closest major manufacturer, a sign that both their products and customer service have left consumers wanting.

The Rescuecom Reliability Report is designed to help consumers feel more confident in their computer purchases.  Used in conjunction with smart shopping practices, research, and careful examination of the product, the Reliability Report can help you make the best decision for your budget and your needs.

 

About RESCUECOM:

RESCUECOM provides computer repair and computer support, 24/7: Meeting every tech support need including data recovery, virus removal, networking, wireless services, and computer support for all brands of hardware and software. For computer support or information on products, services, or computer repair, visit http://www.rescuecom.com or call 1-800-RESCUE-PC.

For More Information, Contact:

David Milman, CEO

315-882-1100

david@rescuecom.com

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