First Computer Reliability Report Featured in Smart Computing Magazine

Apple Tops Initial Computer Reliability Report from RESCUECOM

Smart Computing Magazine
News and Views
January 2007- '95 Vol.18 Issue 1
Page(s) 6-10 in print issue:


Tech News and Notes

DESKTOPS and LAPTOPS

IBM/Lenovo, Apple Top Computer Reliability Study

When the majority of today's computer manufacturers constantly tout their own machines as the most reliable in the industry, it's tough to get a handle on which computers actually are reliable. Systems often vary widely in their hardware and software configurations, so even similar models from the same manufacturer can easily differ when it comes to reliability.

Yet, trends begin to appear when you hear from the trenches of computer repair. In fact, a recent study by RESCUECOM (), a national computer repair and support company, revealed striking differences among some of the biggest players in the industry.

The first annual RESCUECOM Computer Reliability Report used information based on more than 20,000 service calls, compared it against the market share of computer vendors, and developed rankings based on that data that calculated the percentage difference between vendors' overall U.S. market share and the percentage of calls placed to RESCUECOM regarding computers built by those particular vendors.

Leading the pack was IBM/ Lenovo, with a score of 243, trailed closely by Apple, with a score of 201. From there, the scores dropped drastically, with HP/Compaq earning a score of 12, Dell scoring 4, Gateway scoring -12, and other vendors scoring a combined -16.

"Whether it's due to hardware quality or vendor customer support, clearly IBM/Lenovo and Apple are well ahead of their rivals when it comes to reliability," said David A. Milman, founder and CEO of RESCUECOM, in a release.

In the report, RESCUECOM notes that despite the scores, the reliability of HP/Compaq, Dell, and Gateway are nonetheless solid, and calls to the RESCUECOM call center about HP/Compaq and Dell "were less likely to have been placed than their market share would indicate." The repair company also recommends sticking with "the names you know," because the reliability score for less popular vendors (those in the "Others" category) was much lower than the scores for some of the other major brands.

Although the study gives an indication of reliability from a third-party repair perspective, it doesn't take into consideration the number of users who rely on the vendors' warranty services or other vendor-specific repair programs for issues with their computers. For example, if Apple customers are primarily contacting Apple to handle their computer problems, it's likely those customers wouldn't also contact a third-party service such as RESCUECOM. Further, users of computers with a heavy enterprise presence--such as those manufactured by IBM/Lenovo--could be more likely to rely on in-house support than a third-party repair service.

Google Reviews

Nikki Edwards
Nikki Edwards
in the last week
This was my first experience with Rescuecom. I got a tech named Roy.He was amazing! He was knowledge
...This was my first experience with Rescuecom. I got a tech named Roy.He was amazing! He was knowledgeable, patient, with excellent customer service skills. While fixing my machine, he built great rapport to avoid dead air. He was so detailed oriented that he even concluded that I wore glasses simply because my fonts were SLIGHTLY larger. He went above and beyond by ensuring that my virus infected machine was cleaned to perfection to include edge, IE, google chrome etc...I will request him every time. You should also! less
David Elderkin
David Elderkin
in the last week
Andrew was very nice, very professional, and funny (!). I enjoyed having him help me. and look forw
...Andrew was very nice, very professional, and funny (!). I enjoyed having him help me. and look forward to speaking with him again (not for a serious problem, i hope) less
Deborah O'Connor-Slater
Deborah O'Connor-Slater
a week ago
Just completed my first service call to Rescuecom Syracuse. It was a rewarding experience. I have a
...Just completed my first service call to Rescuecom Syracuse. It was a rewarding experience. I have a very older machine and was afraid I could not recover lost or corrupt files. The response time from service call to response from technician was very fast (maybe 10 Min)The Technician Anthony was very courteous. He walked me through the process of recovering my "lost" files. Everything was recovered and I am good to go. He took the time to explain what he was doing and in his follow-up he made some very helpful recommendations to maintain my computer. I am very satisfied with the service and recommend it to anyone who is having computer problems. less
Tom Seabrooke
Tom Seabrooke
a week ago
Support was the best, thanks Anthony for your help. You saved the day and I will recommend you guys
...Support was the best, thanks Anthony for your help. You saved the day and I will recommend you guys to all my associates. 5 Stars***** less
View all Google reviews

Featured in:


Feature Inthe New York TimesFOX NEWSUSA TodayComputer WorldCNNForbes