Wednesday, February 22nd 2012

Rescuecom Reveals 2012 Computer Reliability Report

"Entering 2012, Lenovo/IBM's rise in reliability will be an important boost for the company. Although Apple's market share has risen over the last 12 months, its reliability has declined. The comparatively smaller Toshiba and Samsung are illustrating interesting reliability trends worth watching over the coming year," stated David Milman, CEO of RESCUECOM. For 2012, Rescuecom now includes all manufacturers with a market share of at least above one percent in this report.

The computer reliability report scores for 2012 are:

1. Lenovo/IBM (281)
2. Toshiba (190)
3. Samsung (156)
4. Apple (151)
5. Asus (126)
6. HP/Compaq (100)
7. Dell (68)
8. Sony (64)
9. Acer (40)

The Rescuecom Computer Reliability Report is a factual, unbiased review of today's personal computer manufacturers. Rescuecom defines reliability as the physical reliability of the computers plus the after the sale computer support of the manufacturers.

The Rescuecom Computer Repair Share Score is calculated by taking the U.S. Computer Market Share of the manufacturer, dividing it by the percentage of calls Rescuecom receives for service of the manufacturers and multiplying by 100. By considering the number of service calls as a function of each manufacturer's market strength, Rescuecom is able to determine and score the reliability of computer manufacturers.

In analyzing the computer reliability scores for 2012, RESCUECOM sees the market making important shifts. It will be worth watching Samsung to see if they can maintain reliability as their market share continues its ascent. Over the years Lenovo/IBM has performed well on the Rescuecom reliability report, while Dell, HP and Acer have suffered declines.

The most reliable computer manufacturers (in order of reliability), along with the data which was used to calculate reliability scores are as follows:

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9 Comments on Rescuecom Reveals 2012 Computer Reliability Report

#1
dieterd
where is "military grade" MSI?
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#2
Flanker
this is all well and good, but have they defined what type of calls they get that are relevant to the laptop's reliability?

I mean, these calls can range from heat related damage from poor thermal design to "herp derp my mum deleted skyrim on da desktop how to I get dat bak"
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#4
Mussels
Moderprator
interesting that apple has dropped. sure to make a few people upset.
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#5
THE_EGG
Hate to boast ;) but i have had a Lenovo X201 convertible tabby for almost a year now and its the best tech companion. Lugged it around in final senior year at school and now at uni. Its great, especially when matched with an SSD, makes it almost bulletproof unless you actually do use a firearm against it. :p Very happy with the X201, although I am surprised that Fujitsu isn't on this list. I have found that their tablets and laptops are just as good as lenovo except not as tough.
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#6
keling
I'm still using a Celeron powered Compag Presario M2000 laptop that I bought from a friend. The original power adapter is dead and replaced with a cheap universal one. The battery wouldn't last half an hour. The cpu fan died long ago and I have to rely on the cooling pad to keep it cool. The keyboard have popped up so some of the keys are stiff. It's too big, bulky and heavy to lug around all the time.

Other that that, it's still a good laptop.
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#7
Static~Charge
by: Cristian_25H
The Rescuecom Computer Reliability Report is a factual, unbiased review of today's personal computer manufacturers. Rescuecom defines reliability as the physical reliability of the computers plus the after the sale computer support of the manufacturers.
With this caveat: It is based on the support calls that Rescuecom receives for these brands. For example, Apple users are more likely to go to Apple for support than to Rescuecom, so Apple's score would be artificially high because Rescuecom doesn't get many of those support calls (not hating on Apple, just using them as an example). Or HP/Compaq's score could be low because HP's tech support sucks and people would rather deal with a third-party repair company like Rescuecom.
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#8
racedaemon
by: Static~Charge
With this caveat: It is based on the support calls that Rescuecom receives for these brands. For example, Apple users are more likely to go to Apple for support than to Rescuecom, so Apple's score would be artificially high because Rescuecom doesn't get many of those support calls (not hating on Apple, just using them as an example). Or HP/Compaq's score could be low because HP's tech support sucks and people would rather deal with a third-party repair company like Rescuecom.
Also i think Lenovo/IBM owners are somewhat longer time PC users, using the trackpoint and such. So they don't call support as they are the support or PC savvy enough to fix their own software problems. As for Acer users, i think Acer being the cheapest laptops in general, giving equal money, a less savvy user would chose what is cheaper.

If the statistics refer to actual hardware problems then... ignore all i've written.
On second thought, i see the statistics are based solely on phone calls, so it would seem to be only software problems, as it's kinda hard to repair hardware over the phone.
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#9
robmar0se
Rescuecom defines reliability as the physical reliability of the computers plus the after the sale computer support of the manufacturers.
Whilst helpful, statistics can be misleading. These stats don't just indicate the level of hardware probs, but general knowledge based calls too. Secondly, it doesn't differentiate between quality ranges, eg Toshiba's cheap retail vs their commercial grade machines. What might be more useful would be if the report split showing actual hardware issues vs the rest, and a split showing issues with cheap retail vs the rest. In both cases I would expect to see very different rankings for these manufacturers.
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