ITnewsLink Features the 2014 Q1 Computer Reliability Report

Samsung Earns Top Ranking in First Quarter Reliability Study for 2014

Samsung products dethrone Amazon's Kindle Fire and Apple's iPad


ITnewsLink picked up the results of RESCUECOM's Computer Reliability Report for the first quarter of 2014 and has published them on their site.
May 20, 2014

"Samsung has retaken the number one ranking in computer reliability after falling to second place in our previous report," said David Milman, CEO of RESCUECOM. "While Amazon dominated the last report, they did not maintain that momentum into the early months of 2014." Despite the strong initial impact of Amazon's Kindle Fire, their reliability score leveled somewhat during the course of the last quarter. Samsung has had consistently strong numbers for computer reliability over the course of several reports, so it should come as no surprise that they were the ones to dethrone Amazon and take the number one ranking in reliability.

It is common for newer products such as the Amazon Kindle Fire to start out very strong in reliability, but then drop as time goes on. As more people purchase and interact with a new device in unique ways, new issues arise that the early buyers of the product did not experience. Some newer devices have a large increase in computer repair calls while highly reliable devices experience only a slight rise in computer repair calls. Amazon has delivered high reliability by maintaining a high reliability score and taking the number two position.

The computer reliability report for 2014 scores are:

1. SAMSUNG (950)
2. AMAZON (311)
3. APPLE (284)
4. IBM/LENOVO (141)
5. TOSHIBA (103)
6. ASUS (101)
7. HP (53)
8. DELL (21)
9. ACER (26)

While Apple ranks in third place, they demonstrate consistent reliability. Most manufacturers with comparably high market shares-such as Dell and HP-do not do nearly as well in reliability as the iPad creators. Apple has a strong market share and proportionately low number of calls for third-party tech support.

IBM/Lenovo, while usually maintaining a ranking in the top 3, scored less well in overall computer reliability over the last two quarters. While Toshiba during this quarter has made strong strides not immediately evident when compared to the high reliability ratings of other top competitors. In actuality, Toshiba’s individual ratings have risen in this quarter to a triple digit figure for the first time in the last 5 quarters.

RESCUECOM determines the manufacturer’s reliability by comparing that company’s market share of shipped computers and tablets in a given time period to the percentage of computer repair and tablet repair calls RESCUECOM’s Level-3 Certified Technicians receive for that manufacturer during the same period.

RESCUECOM used the following data to calculate reliability scores for the 2014 Q1 Computer Reliability Report:

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
SAMSUNG11.7%1.2%950
AMAZON2.6%0.8%311
APPLE23.8%8.4%284
LENOVO
/IBM
6.9%4.9%141
TOSHIBA5.1%4.9%103
ASUS4.5%4.5%101
HP15.7%29.7%53
DELL15.4%30.3%51
ACER3.0%11.7%26

1 - Computer repair share percentages and computer reliability scores include tablets.

2 - The computer reliability report does not include “other” manufacturers. “Other" is defined as all manufacturers that have below 1.0% market share.

3 - Market share numbers are provided by IDC.

About RESCUECOM:

RESCUECOM provides computer repair and computer support, 24/7: Meeting every tech support need including data recovery, virus removal, networking, wireless services, and computer support for all brands of hardware and software. For computer support or information on products, services, or computer repair, visit http://www.rescuecom.com or call (703) 986-3233.

For More Information, Contact:
David Milman
CEO
pr@rescuecom.com
1-315-882-1100

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