by Anton Shilov
09/06/2010 | 02:26 PM
The recent stats from service company Rescuecom, which operates across the USA and provides technical support for various personal computers, indicate that systems by Asustek Computer, Apple and Lenovo continue to be the most reliable systems on the U.S. market or at least their owners do not turn to Rescuecom for help.
Asus, which had placed second in the first quarter report, regained the top spot, knocking IBM/Lenovo to third. Apple’s score took an over 300 point jump, leaping from third to second. Toshiba and Compaq both saw their scores rise, but they remained in fourth and fifth place respectively.
PC Reliability Score by Rescuecom in Q2 2010
U.S. PC Market Share (IDC data)
Rescuecom Support Share (percentage of service calls)
PC Brand Reliability Score
The reliability score by Rescuecom reveals not only technical excellence of personal computers, but also the quality of technical support. However, even the company itself warns that different usage models of systems affect the overall scores.
For instance, Asustek Computer has an off the charts score as compared to the other manufacturers, which should probably indicate that the company's notebooks are much better than competing devices. But it should be kept in mind that Asus produces a great number of Eee-branded inexpensive netbooks - both popular with budget minded and entry level consumers. While these machines can certainly be reliable, often are inexpensive enough that seeking out computer repair makes less budgetary sense than simply replacing the computer altogether.
Dell is another interesting case. Despite owning the second largest market share for this quarter, Dell ranks last among the major manufacturers in reliability. When it came to the number of calls received by Rescuecom, Dell had over 100 more than the next closest major manufacturer, a sign that both their products and customer service have left consumers wanting.
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 is the score, the greater is 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. Moreover, the service company compares the amount of calls over a specified period with the approximate market share in that period, as a result, current reliability score is affected by reliability of old computers.