PCWorld.com Writes about the RESCUECOM 2009 Q2 Computer Reliability Report

Asus and Apple Receive Highest Reliability Scores

Agam Shah, pcworld.com
Tuesday, August 18, 2009 6:10 PM PDT

Asus, Apple Provide Most Reliable PCs, Survey Says

Asus and Apple were the most reliable PC vendors in the U.S. during the second quarter this year, according to a survey released by Rescuecom on Tuesday.

Rescuecom, a third-party computer repair firm, fielded the fewest support calls to repair Asus and Apple PCs on average, said David Milman, Rescuecom's CEO. The companies offered PCs with high-quality components and excellent support, reducing the need for consumers to service PCs through third-party support companies.

The ratings were based on 11,560 support calls fielded by Rescuecom during the second quarter and adjusted to take into account the market share of each PC maker. Lenovo, Toshiba and Hewlett-Packard held the third, fourth and fifth spot respectively in the PC reliability survey.

The study was released on the same day the University of Michigan and other organizations issued the American Consumer Satisfaction Index, which measures user satisfaction with products including cars and PCs. Apple topped the survey with a score of 85, followed by Dell at 75, and a three-way tie between Hewlett-Packard, HP's Compaq brand, and Acer/Gateway, which scored 74.

Consumers want PCs that require minimal repairs and good support, so the calls provide a good snapshot of PC reliability, Milman said. Companies that provide high-quality components tend to rate higher, while bad components and bad support may force PC owners to call third-party repair companies.

"We review ... a combination of how reliable the components are and how good the support is from the manufacturer," Milman said. Multiple PC components, including motherboards, memory and video cards were factored into the survey. The quality of software bundled by PC makers, including security and office suites, was also part of the survey.

"If a manufacturer provides quality software that is less trialware, especially in the area of [security]... it is certainly something that makes their computer less necessary to be supported," Milman said. Many PC makers are also bundling one-touch data restore options in PCs, which reduces the need for customer support.

Asus is relatively new to the study and is reaping the benefit of the recent craze for products like netbooks in the U.S., Milman said. Many users are buying Eee PC netbooks, but the company's PC reliability ratings might change as components start to break down, Milman said.

"Their quality has held up from the last study, but it will be interesting in two years once the machines age a little bit," he said. Increased support calls for Asus products may help better evaluate the company's support, Milman said.

Among the top five PC makers in the U.S., Apple has offered a steady stream of PCs with quality components and support services, Milman said.

"With the introduction of their Apple Genius [Bar] in retail stores, they are offering support that many other manufacturers aren't offering," Milman said. Apple's margins on the Mac desktop and laptop PCs are much larger compared to competitors, so Apple can afford to offer free support, Milman said. Many Rescuecom technicians are certified by Apple to repair Mac computers, Milman said.

Rescuecom received more support calls for Dell and HP PCs, which were the top two PC vendors in the U.S. during the second quarter, according to IDC. Dell rated seventh in Rescuecom's study, with 22.1 percent of the repair calls. Though HP and Dell held close market shares in PC shipments, Rescuecom received 18 percent more support calls on Dell PCs than HP.

Rescuecom established a baseline to rate reliability by balancing the number of support calls with the market share of PC vendors, Milman said. The study was not commissioned by PC makers, and the company has no support ties with PC makers.

Google Reviews

Barbara Pape
Barbara Pape
in the last week
I have been a Rescuecom customer for over 9 years and when I need something done, I can always count
...I have been a Rescuecom customer for over 9 years and when I need something done, I can always count on these guys to help me and they are always prompt with my service call requests. less
Sedibazar Batbold
Sedibazar Batbold
3 months ago
Excellent help and was extremely patient throughout the whole process. Solved my problem and helped
...Excellent help and was extremely patient throughout the whole process. Solved my problem and helped clean it thoroughly to maximize my PC performance. I can enjoy my computer peacefully and happily again. Learnt a lot and was given great advice. Highly recommend and kudos to Roy for doing all that. less
George Patterson
George Patterson
3 months ago
I had the pleasure of contacting Rescuecom today for computer issues. I was directed to Roy who help
...I had the pleasure of contacting Rescuecom today for computer issues. I was directed to Roy who helped me with my problems. Roy exhibited expert knowledge of the issue and as a result I am back in service with my business. I cannot say enough good things how I was treated from the initial contact with the company and with Roy. Highly recommended! less
Swapnil Singh
Swapnil Singh
4 months ago
Rescuecom is a great service providing company for the computer issues and security! It’s a great to
...Rescuecom is a great service providing company for the computer issues and security! It’s a great to have them. less
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