RESCUECOM Computer Reliability Report for 2010 Featured in CNN Money

Apple is Most Reliable According to Study

Apple is No. 1 in reliability survey


By Philip Elmer-DeWitt
February 22, 2010


But Asus' computers are gaining fast on Macs in Rescuecom's fourth annual report

For the third year in a row, Apple (AAPL) has come in first in an annual survey of computer reliability conducted by Rescuecom, a national tech support company based in Syracuse, N.Y.

ManufacturerManufac-
turer
U.S.
Computer
/Tablet
Market
Share
1, 3
(Percentage of
Share computers
shipped)
RESCUECOM
Computer/
Tablet
Repair
Share
1, 2
(Percentage of
service calls
to
(703) 986-3233)
Reliability
Score

1, 2
APPLE8.0%2.2%365
LENOVO
/IBM
2.7%0.9%305
ASUS3.7%1.2%305
TOSHIBA7.7%3.9%199
HP/COMPAQ26.9%18.0%149

Rescuecom measures reliability by dividing each manufacturer's U.S. market share, as measured by IDC, by the percentage of calls requesting Rescuecom's service on each maker's machines.

Although Apple had the highest score in Rescuecom's 2010 report, its lead over its nearest competitor shrank from more than 200 points in 2008 to just 60 points this year.

In a press release issued Monday, Rescuecom president Josh Kaplan singled out Apple, Asus and, in a negative way, Dell (DELL):

  • "Apple finished the year with a higher score than Asus," he wrote. "However it was Asus who won the spotlight with its impressive 190.7% growth, year over year.
  • "Conversely, Dell's negative growth and poor reliability scores led to an increased need for Dell customers to seek computer repair. This performance stopped Dell from reaching a top five position."

In its 2006 report, Rescuecom indicated that its survey was based on 20,000 calls to its 800 number. No comparable figure was provided in this year's report.

And as several readers have pointed out, Rescuecom's numbers don't include machines repaired either by corporate IT departments or through manufacturer-supplied service contracts, such as AppleCare.

Google Reviews

George Patterson
George Patterson
a month 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
a month 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
Carli Wittkowski
Carli Wittkowski
2 months ago
Amazing service! This is my first time with Rescuecom and I am extremely pleased. Great Customer se
...Amazing service! This is my first time with Rescuecom and I am extremely pleased. Great Customer service and so very helpful. I would most definitely recommend. less
Karen Beller
Karen Beller
2 months ago
Rescuecom is excellent. I was scammed and Roy cleared my desktop. Excellent service and Roy was very
...Rescuecom is excellent. I was scammed and Roy cleared my desktop. Excellent service and Roy was very knowledgeable. Thank You. less
View all Google reviews

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