Apple Mac tops comprehensive computer reliability report by wide margin – again

RESCUECOM this week announced the results of its third annual Computer Reliability Report, an unbiased analysis that compares computer vendors’ market share with consumer service call data from RESCUECOM’s 1-800-RESCUE-PC call center. Results of the report – based on a sample of more than 36,000 service calls to RESCUECOM – provide computer users with unique insight about the likelihood that they will require support beyond what is provided by the computer maker’s warranty.

“Computers are an important investment and in today’s economy, more than ever, it’s important for consumers to know the reliability of the product they are purchasing,” said David A. Milman, founder and CEO of RESCUECOM, in the press release. “We created the RESCUECOM reliability survey to inform computer users about what they can expect before – and after – they purchase a new computer.

“RESCUECOM has no allegiance to any hardware manufacturer (we call this being manufacturer agnostic), so we can provide an objective and unbiased rating of computer hardware reliability based on real-world experience.”

The Report calculates the “Reliability Score” for each computer vendor based on the calculated difference between overall U.S. market share, from January 2008 to October 2008, and the percentage of calls requesting service received by RESCUECOM’s call center. Higher scores indicate that fewer calls for service were received for the specific computer vendor versus expected levels based upon market share estimates (scores are in parentheses).

• Apple (700)
• Panasonic (489)
• Lenovo (393)
• Toshiba (299)
• HP (184)

Reliability Scores are based on a comparison of RESCUECOM’s call center data with IDC’s third quarter U.S. PC Shipments report: November 2008.

Other notable findings from the data include:

• Apple ran away with the number-one spot in the reliability survey once again, beating its closest competitor by more than 200 points.

• In a climate in which notebook sales overtook desktop sales, Panasonic made huge market share gains while keeping reliability high – thereby rocketing the company to the number-two spot in the ranking.

• Toshiba, not even a performer last year, took the number-four spot, beating the next closest vendor by more than 100 points.

• HP, also not a performer last year, took fifth place, removing DELL from the top 5 reliability report.

• Lesser-known brands and generic PC’s performed notably lower than better-known brands.

“Based on the results, consumers should stick with known brands and carefully research extended warranty options,” said Milman.

In response to the rapidly changing PC marketplace, RESCUECOM plans to issue quarterly updates to its Reliability Report from this point forward.

RESCUECOM provides on-site computer repair and support, 24 hours a day, seven days a week, 365 days a year. RESCUECOM services everything from home computers to super computers, wireless Internet to global networks, hardware to software, e-mail to enterprise resource planning (ERP). In addition to one-time, on-site solutions, RESCUECOM provides ongoing IT management services for businesses.


[Attribution: Computerworld. Thanks to MacDailyNews Reader “KingMel” for the heads up.]


  1. I am sad to say this, but I guess Apple is loosing it. Or I am waking up!
    My gf has a Macbook that she bought last year @ Dec 1st with no Apple care. Last week the DVD died on her and went to the Apple store(Calgary, Canada) to see what they can do. She was shocked to hear that it would cost her $342 (=$US 300+-). That’s almost a Netbook. She missed the warranty by 15 days and now she has to live with her laptop without a DVD/CD. Is that right? How come it’s that expensive to fix/replace spare parts? That’s just not right.

  2. Wow, what a concept, you get what you pay for. Cheap is crap and more expensive items are better built. Someday maybe even the Wal*mart shoppers of the world may figure out the concept that a $350 laptop won’t last long…

  3. This happened to me as well, but with a PowerBook, and it was a year and a half out of warranty. Not as annoying… but it does seem sometimes that parts are on a timer to break down.

    Here is what I did…

    1. Buy a brand new SuperDrive online. I got one for $99.

    2. Pay an authorized repair shop to do the installation. It will take less than an hour for them. I paid $80, and picked up the new computer 2 days later.

    Now I have a better optical drive, so I didn’t feel too bad about it, but I do see that your situation is more disappointing. At least this way you can save some cash.

  4. Buy a laptop DVD/CD player and install it yourself. Much cheaper. There is a reason why there is a one-year warranty. They guaranty that everything will work properly for one-year. If you want coverage longer than that, you have that entire year to purchase extended coverage.

    But here’s a helpful hint. I buy my expensive electronics with a credit card that will double the warranty for no charge. Usually ones with a platinum level will have that. Maybe you have that too?

  5. shouldn’t the score be based on RESCUECOM’s users and not total US market share. I think most Apple users call Apple for support and not RESCUECOM. I’m an Apple fan, but even I can see through these faulty statistics that assume that Mac users use Rescuecom service as much as PC users.

  6. One should take in account this survey is biased from the start. They are comparing customer service calls to a third party company rather than the manufacture. One reason Apple scored so high is because they have great customer service hotlines as well as customer service stores which ever other company lacks. Apple will always be on top of this survey cause who with a Mac would bring their computer to a place other than Apple? Same concept goes for any manufacture just so helps that Apple’s customer service is in America which is better than any of the others and they have another solution like their stores. If you want a real survey compare Mac and PC sales from a store that offers a warranty through their company and their own customer support and repair like uhhh hmmm …BEST BUY???

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