ComputerWorld Writes Article about 2007 Computer Reliability Report

Apple Ranked Best for Reliability in 2007 Report

Computerworld
October 29, 2007:


Fewer Apple customers call third-party service shops, says third-party service shop

- Apple Inc.'s computers are the most reliable and its support the most dependable of the five top vendors, a national chain of computer service shops said today.

Macs beat machines built and sold by Lenovo Group Ltd., Hewlett-Packard Co., Gateway Inc. and Dell Inc., according to Rescuecom Corp.'s second annual reliability report. Apple, which took the second spot last year, blew away the competition this year by posting a score of 51 percent higher than next-best Lenovo.

To come up with its scores, Rescuecom compared the percentage of each company's support calls with its market share, said Rescuecom CEO David Milman. The greater the difference, the higher the score, and the better the hardware and follow-up OEM support. Apple, for example, received the highest score because Macs made up only 1.4 percent of all calls to Rescuecom, even though its estimated market share was 5 percent for the year. Dell machines, on the other hand, accounted for 34.5 percent of all Rescuecom's incoming calls, which was higher than the company's 32.3 percent market share.

"It takes into account not just the quality and reliability of the equipment," said Milman, "but also the quality of service." The two are equally important, he said. "If a user is calling Rescuecom, that means they've abandoned the manufacturer's own support."

Apple led the five vendors with a score of 347, followed by Lenovo/IBM (236), HP (126), Gateway (103) and Dell (94).

"Apple's score tells me that it has both great quality control and great support in place," said Milman. "And that Apple is taking care of its customers though its internal support channel." Unlike the other four vendors, Apple has its own retail chain, whose stores are manned with customer support personnel, dubbed Apple Geniuses.

Dell, on the other hand, is now at the bottom of Rescuecom's scoring system, having slipped from last year's fourth place to fifth this year. "Dell faces some challenges to deliver quality products and quality services," said Milman. "The probability is certainly higher that a customer will have problems with a Dell than with an HP or a Lenovo [computer]."

Dell has had problems meeting customer demand for some laptops, and has seen its once high-flying service and support reputation drop. In August, for instance, the American Customer Satisfaction Index (ASCI), a barometer of customer satisfaction produced at the University of Michigan, pegged Dell's score as down four points from the previous year.

"Dell isn't going anywhere," said Milman. "They still have good machines. But over the long run, you're more likely to have a problem with Dell."

In the same ASCI of August, Apple scored 79, the highest among the seven makers and/or computer lines, but like Dell, also down four points from 2006.

Google Reviews

Valley View Self Storage
Valley View Self Storage
2 weeks ago
We highly recommend Rescuecom Corporation. We needed immediate help with our office computer and ge
...We highly recommend Rescuecom Corporation. We needed immediate help with our office computer and getting us back up and running they were very through and great to work with. less
Tod Baseden
Tod Baseden
3 weeks ago
Awesome tech support went above and beyond. I highly recommend going with Resuecom. Roy killed it!
...Awesome tech support went above and beyond. I highly recommend going with Resuecom. Roy killed it! less
Nicole Gray
Nicole Gray
2 months ago
I am so thankful for Rescuecom for saving my computer and my sanity. I spent a week trying to remove
...I am so thankful for Rescuecom for saving my computer and my sanity. I spent a week trying to remove viruses from my computer with a program I bought online that promised 24/7 premium customer service and that was a lie. This company is the real deal. I received immediate help, within a minute of me signing up and David was very kind and knowledgeable and once my computer finished its scan 7 hrs later I immediately received another call from Roy to complete the next step. All I had to do was give him access to my computer and he did the rest of the work while I did other things. He called me as soon as he was done and then went over everything with me and helped me with issues I was having with my gmail account. Exemplary customer service and highly skilled technicians and peace of mind for me, I am extremely grateful and I am now a customer for life! less
robert hand
robert hand
2 months ago
I am thoroughly impressed with this company. The attention to detail, a high level of professionalis
...I am thoroughly impressed with this company. The attention to detail, a high level of professionalism, and sticking with some rather pesky problems until both the technician and I were satisfied with the results. Bravo! less
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