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Service company Rescuecom, which operates across the USA and provides technical support for various personal computers, said that Lenovo Group and Asustek Computer make the most reliable systems or at least their owners do not turn to Rescuecom for help.

In fact, Rescuecom's computer reliability report starts out on a high note in 2010, with all five leading manufacturers putting up superior reliability scores to last year's averages. Apple, last year's overall leader, improved its reliability score, but that still was not good enough to maintain the top spot in the first quarter of 2010; instead Apple dropped to third place. IBM/Lenovo decidedly took first place improving their score over 200 points from their average last year. Not to be forgotten, Asustek Computer also posted significant gains and took second place. Rounding out the top five were Toshiba and HP/Compaq, respectively.

PC Reliability Score by Rescuecom in Q1 2010

Manufacturer

U.S. PC Market Share (IDC data)

Rescuecom Support Share (percentage of service calls)

PC Brand Reliability Score

Lenovo/IBM

4% 

 0.8%

521 

Asustek

4.6%

 1.0%

446

Apple

7.1% 

 1.9%

382 

Toshiba

8.5% 

 3.3%

262 

HP/Compaq

25.3%

 11.7%

217

Rescuecom’s method of PC reliability score calculation is relatively well known. the number of computers an individual manufacturer ships is weighed against the number of computer repair calls Rescuecom handles for that same manufacturer. These nationwide numbers are recalculated each quarter and the higher the score, the greater the reliability. As a result, Rescuecom’s scores reflect reliability of relatively old systems that are not supported by their manufacturers due to warranty limitations or some other reasons.

As 2010 progresses it will be interesting to see which manufacturers can maintain their gains which ones may fall due to increased need for computer repair.

What should be noted about the Q1 2010 report by Rescuecom (and reports in 2009 and 2010 in general) is that back in the past (in 2007 and before) the reports calculated the “reliability score” for each PC vendor based on the calculated difference between overall U.S. market share, over a three-year period, and the percentage of calls requesting service received by Rescuecom call center over one specified quarter or one year. However, starting from 2008 the service company started to compare the amount of calls over a specified period with the approximate market share in that period (or took market shares from a couple of previous quarters).

Tags: Lenovo, Apple, ASUS, Toshiba, HP, Compaq, IBM, ThinkPad, Rescuecom

Discussion

Comments currently: 6
Discussion started: 06/03/10 10:41:21 AM
Latest comment: 06/03/10 11:39:32 PM
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[1-3]

1. 
There are so many issues with this method of determining PC reliability i wouldnt trust their "results" at all.

The use their market share in 2010 to determine the % of errors from pc's that are out of warranty so probably sold 3-5 years prior to their current 2010 market share.

Differences in the target consumer of each brand would affect their choice use Rescuecom for repairs. IBM/Lenovo's are purchased primarily by business customers who replace broken products once they're past warranty or have inhouse IT staff that will repair most simple problems.

If all 5 major manufacturers improved doesnt that just mean Rescuecom is possibly advertising worse? or is affected by the recession? I'm quite certain that the one thing their information does tell me is not to invest in rescuecom.
0 0 [Posted by: cashkennedy  | Date: 06/03/10 10:41:21 AM]
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- collapse thread

 
"or at least their owners do not turn to Rescuecom for help."

As expected this did not fool Anton either, since he's rather smart.
0 0 [Posted by: cashkennedy  | Date: 06/03/10 10:46:35 AM]
Reply
 
I have added the comment regarding their current methodology to compare recent market share with recent amount of calls.

The methodology has pros and cons. On the one hand, it takes into account rapidly growing market share of companies like Asus and increased amount of calls (provided that the manufacturer lacks proper support). On the other hand, for a company whose market share is more or less stable, such approach is hardly a good way to determine relative reliability. Moreover, is someone's market share is growing very fast and the company has good support, but bad reliability, Rescuecom's numbers will not show anything.
0 0 [Posted by:  | Date: 06/03/10 05:44:25 PM]
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2. 
As much as this doesn't look scientific what-so-ever, but it reflects my own brand reliability chart that I personally have developed after years of fixing computers and it is very close to what Rescuecom has.

Lenovo traditionally build very reliable computers, and have rarely need to fix them. Most of my fixes comes from Dell and Acer.
0 0 [Posted by: deltatux  | Date: 06/03/10 12:29:21 PM]
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- collapse thread

 
Dell covers a wide range of options, and has such a large market share they cant exclusively use any 1 motherboard manufacturer, hard drive vendor and so on. But that doesnt make their reliability any better, just makes it understandable.
0 0 [Posted by: cashkennedy  | Date: 06/03/10 02:01:31 PM]
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3. 
It wierd to claim Lenovo "traditionally" build something
Lenovo is indeed acquired IBM PC department
But Lenovo is a NEW Chinese company, no tradition.
As the problematic quality of lenovo notebook is out of question, this result is as true as other rediculous Chinese "tale"

When a Chinese company acclaim the reliability of its product, it just mean they do a lot of under the table.

Never believe and never underestimate a people who fought, cheated and took human life as nothing as dust for over 5000 years.

The only truth is that there is no truth on everything related to China.
0 0 [Posted by: grishnakh  | Date: 06/03/10 11:39:32 PM]
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