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.]