WRAL.com Quotes RESCUECOM CEO in 2007 Computer Reliability Report Coverage

RESCUECOM Computer Reliability Report Covered by WRAL.com

WRAL.com
By Rick Smith
October 31, 2007:


Lenovo Quality Draws Praise from Rescuecom CEO

RESEARCH TRIANGLE PARK - Lenovo's plans to target consumers for laptops and PCs could get a boost from a new reliability report.

Rescuecom, a nationwide provider of computer tech support, rates Lenovo second to Apple in its second annual analysis of calls from customers. Lenovo was ranked first and Apple second in the 2006 survey as Lenovo was absorbing IBM's personal computing business that it had purchased the previous year.

"Lenovo certainly has kept up the quality it inherited from IBM," Rescuecom's Chief Executive Officer David Milman told The Skinny. "It seems like Lenovo has kept in place IBM's quality process."

Lenovo is gearing up to drive sales to consumers worldwide. The company, which has its headquarters in Morrisville, is locked in a tight battle with Acer for third place behind HP and Dell in global PC sales.

The reliability ratings were based on 46,000 service calls to Rescuecom, which is based in Syracuse, N.Y. but has franchise operations around the country. Its "Reliability Score" is based on the U.S. market share in computers and the percentage of service calls made to Rescuecom. The higher the score, the fewer number of service calls made.

The 2007 rankings, with 2006 rankings in parentheses are:

1. Apple, 357 (201)
2. Lenovo, 236 (243)
3. HP, 126 (12)
4. Gateway, 103 (-12)
5. Dell, 94 (4)
6. Others, 79 (-16)

Rescuecom utilized data from analysis firm IDC for U.S. market share with Apple at 5 percent and Lenovo at 4.5 percent. Dell is the leader at 32.3 percent followed by HP at 21 percent and Gateway at 6 percent.

Dell fell to fifth from fourth place, a reflection of the company's continuing problems that led to founder Michael dell's decision to return to the CEO chair, Milman said.

"Dell continues to struggle," he said. "Years ago, Dell made decisions to shift support offshore. You can't be enthused about that."

Milman also noted that some Dell customers have been angered by long waits for parts covered by warranty. Rescuecom has found it easier and faster to buy parts that are in stock rather than wait five weeks to obtain them under warranty, he explained.

Apple, meanwhile, continued to get high marks for reliability.

"It doesn't surprise me at all," Milman said of Apple's ranking. "They build enough profit into their margin. Steve Jobs is fantastic on form and function, and Apple gets it right."

Google Reviews

Keoni Jefferson
Keoni Jefferson
in the last week
When I say, I am truely expressed. David and his team are a blessing in disguise. I was just hired f
...When I say, I am truely expressed. David and his team are a blessing in disguise. I was just hired for a work at home postion. My compter had several, multiple virues. David stayed with me over the phone to fix, and resolve the issues. His personality and the ability to show me what not to install, was comforting. I'm greatly appreciative of RUSCUECOM. less
Sheila O'connor
Sheila O'connor
a week ago
When I called my compute was completely dead. Going away on Sunday and needed to have access to my c
...When I called my compute was completely dead. Going away on Sunday and needed to have access to my computer to get emails out before I left. I talked with T and she was very pleasant and understanding. Take all my information and had tech David call me back. Davis was so awesome and worked with me to get to the point were he could take over my machine. I am so thankful for David he was patience, understand, working with me. He went above and beyond to ensure me that everything will be okay and he would work all night if he had to get my computer fixed. I worked as a supervisor, office manager for many years, I would have been delighted to have David on my team. Once again I am thankful I gave rescue Com I have never any problems with any of the techs. I really appreciate David approach to customer service. Once again he was AWESOME! less
Katie Chuong
Katie Chuong
2 weeks ago
David is awesome!! He is so patient with all my issues and caring and I would definitely recommend t
...David is awesome!! He is so patient with all my issues and caring and I would definitely recommend this 5 star company to everyone, friends and family! less
Karen Gutfeld
Karen Gutfeld
a month ago
These guys are very helpful and know what they are doing. I am a complete dummy when it comes to tec
...These guys are very helpful and know what they are doing. I am a complete dummy when it comes to tech matters and David always walks me through it patiently so that in the end my problem is solved. Very appreciated. less
View all Google reviews

Featured in:


Feature Inthe New York TimesFOX NEWSUSA TodayComputer WorldCNNForbes