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According to a recently released report, computers from IBM/Lenovo and Apple Computers experience the least amount of problems and need assistance of highly-experienced tech support.

The first annual computer reliability report from a tech support company called Rescuecom, an analysis that compares computer vendors’ market share with consumer service call data from Rescuecom’s call center, revealed that the number of computer users who own computers by Apple or IBM/Lenovo ask for tech support a lot less compared to users of systems supplied by other leading brands.

One that considers the numbers from Rescuecom should keep in mind that not all the end-users turn to third-party supporter to fix the issues, not all the end-users ask third-party supporter Rescuecom to help them with the issues and other factors that may potentially decrease the reliability of the report from Rescuecom.

Personal Computer's Reliability Comparison by Rescuecom

Supplier

U.S. Computer Marker Share*

Rescuecom Repair Share
(percentage of calls to a special line)

Reliability Score

IBM/Lenovo

4.38%

1.8%

243

Apple

4.02%

2.0%

201

HP/Compaq

17.9%

15.8%

12

Dell

30.7%

29.4%

4

Gateway

5.8%

6.5%

-12

Others

37.02%

44.4%

-16

* Source: Gartner. Average of Q2 U.S. computer vendor market share data from 2003-2006.
** Source: Rescuecom. Data based on more than 20 000 calls into a special line in Q2 2006.
*** Percentage difference between U.S. market share and Rescuecom repair share.

The report calculated its “reliability scores” for each computer vendor based on the percentage difference between their overall U.S. market share and the percentage of calls into the Rescuecom call center about the particular computer vendor. The higher the score, the less likely it was that calls about the specific computer vendor to the Rescuecom’s call center were received.

“Whether it’s due to hardware quality or vendor customer support, clearly IBM/Lenovo and Apple are well ahead of their rivals when it comes to reliability. We’re pleased to be able to offer this insight to help Rescuecom customers and all computer users make informed choices when deciding which computer they should buy,” said David A. Milman, founder and chief executive of Rescuecom.

Results of the report are based on over 20 000 service calls to Rescuecom and provide computer users with “unique insight” about the likelihood that they will require support beyond what is provided by their computer vendor of choice.

Rescuecom advices to “stick with the names you know”, claiming that vendors listed among “other” had much lower “reliability score” than that of the top computer vendors, likely indicating lower reliability based on quality and or service. Nevertheless, it is unlikely that creators of high-end systems like Alienware and VoodooPC have reliability lower compared to Dell or HP/Compaq in general. Rescuecom also says that reliability of systems supplied by Dell and HP is “solid”.

Discussion

Comments currently: 8
Discussion started: 10/19/06 04:21:25 PM
Latest comment: 06/19/12 03:58:22 AM

[1-1]

1. 
Very Well Comparison. That's nice that IBM has good ratings.

Nathan,
Remote Tech Support
0 0 [Posted by: NathanCook  | Date: 06/19/12 03:58:22 AM]
Reply

[1-1]

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