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

Jay Amburgey
Jay Amburgey
3 weeks ago
I was having trouble with my gmail email and I contacted Rescuecom and a technician named Roy helped
...I was having trouble with my gmail email and I contacted Rescuecom and a technician named Roy helped me restore email and folders that I thought were deleted or lost. I highly recommend these guys for your technology needs and they also help with cellphones, routers and tv's. Way to go Rescuecom. less
Jean Ende
Jean Ende
a month ago
I was in a panic because I'd been hacked--they saved the day and took care of all my problems right
...I was in a panic because I'd been hacked--they saved the day and took care of all my problems right away. less
Rubin Cohen
Rubin Cohen
a month ago
Excellent service, restored my computer, very good interaction, highly recommended
...Excellent service, restored my computer, very good interaction, highly recommended less
Jon Murphy
Jon Murphy
a month ago
Everything has been great! I am really glad to have the help with tech support for my private practi
...Everything has been great! I am really glad to have the help with tech support for my private practice, 10/10 highly recommend. less
View all Google reviews

Featured in:


Feature Inthe New York TimesFOX NEWSUSA TodayComputer WorldCNNForbes