Apple Still Scoring High In Reliability

[MacRumors]

http://www.macrumors.com/images/macrumorsthreadlogo.gif (http://www.macrumors.com)

A new report (http://www.rescuecom.com/news_page.wcs?id=190) out by computer repair and support company RESCUECOM suggests that Apple is maintaining its overall high reliability scores. In the report's rating system (where a larger number is better) Apple scored a 201, second only to IBM/Lenovo which scored 243. The next-best was HP/Compaq with a score of 12, and market leader Dell only had a score of 4. Negative scores were possible, as Gateway (-12) and other manufacturers (-16) demonstrated.

The Report calculated the following "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 call center were received.

The report reflects similar findings to an August PC Magazine survey which consistently rated Apple at the top (http://www.pcmag.com/article2/0,1895,2006502,00.asp) of the reliability and service and support pile.

Last year, Apple's score on units needing repair was an impressive 11 percent—well below that of any other company in the survey. But according to readers, the company has managed to cut repair rates even further over the past 12 months. This year, Apple's score on units needing repair drops to 8 percent. Among first-year systems, it's only 5 percent. That's nothing less than astonishing.

Some have been eager to see whether initial Intel switch woes (battery issues (http://www.macrumors.com/pages/2006/07/20060730222924.shtml), heat (http://www.macrumors.com/pages/2006/05/20060525153551.shtml), random shutdowns (http://forums.macrumors.com/showthread.php?t=213531), etc) would affect Apple's generally good reliability reputation.

[spicyapple]

Not too shabby for computers made in China.

[kainjow]

4 for Dell? Ouch.

[yellow]

Not bad for a bunch of fanboys. :rolleyes:

[SodaPopMonster]

Keep it up, apple!

There really is a big difference between the top numbers!

[konquererkarlos]

hahhaha... GO DELL!! wooo! :D

[jellomizer]

Being an Apple Computer I would think if they had a problem they would go to apple directly vs. Rescuecom. As Well Lenovo being just purchased from IBM I would think that A. They have no old systems, B. Still under Lenovo Warentee. Thus Probably Making HP/Compaq the winner,

[nagromme]

FWIW, in Consumer Reports' latest numbers, Apple has increased their long-time lead in desktop reliability, but has given up the crown for laptop reliability to Sony. Now, best-to-wors reliability on CR's chart is JUST within the margin of statistical significance, and ALL laptop makers are too unreliable by far, in my view! Those are some crazy failure rates.

(Apple retains their lead across the board in all categories for tech support in CR's latest numbers.)

Anyway, it's good to keep in mind that when we see more reports--in these forums--of Mac issues than Dell issues, that's because it's a Mac forum. Go to a forum for people who love their Dells and you'll see more Dell issues than Mac ones :) And it's human nature to post when you have a problem, not when you don't.

[BrandonKea]

Being an Apple Computer I would think if they had a problem they would go to apple directly vs. Rescuecom. As Well Lenovo being just purchased from IBM I would think that A. They have no old systems, B. Still under Lenovo Warentee. Thus Probably Making HP/Compaq the winner,


That's some funky logic right there...

[dagger01]

My two cents on this topic:

I have always been impressed with Apple's hardware quality. Nowhere was this more true than during the construction of the prototype and production versions of System X at Virginia Tech. The original, first few off the assembly line Power Mac G5 units were pretty solid. We had one DOA machine (blown cap in the power supply), and over the first 30-days of testing had only 65 of 1105 have any sort of hardware problem (that's less than 6%). The Xserves were even better with only about 50 of the 1105 needing to be weeded out in the first 30-days of operation. By comparison, there were several large orders (more than 20) of Dell boxes around the same time. Most of these machines were slated for classrooms, but some were made into smaller clusters. The ones from the classrooms have had power supplies replaced (17 in the first year, and 24 in the second, out of a total of 52 machines), and have also had varying other problems (bad removable drives, video cards, monitors, etc.).

Now, I know there have been a lot of noisy bad experiences too, like the MacBook yellowing, batteries catching fire, etc., but the overall quality (across the product line) is impressive. I still get AppleCare, so I know they're not perfect, but Apple hardware does seem to have fewer problems than any other vendor I've worked with over the past 15 years.

[bowens]

Being an Apple Computer I would think if they had a problem they would go to apple directly vs. Rescuecom. As Well Lenovo being just purchased from IBM I would think that A. They have no old systems, B. Still under Lenovo Warentee. Thus Probably Making HP/Compaq the winner,

That's some funky logic right there...

I think I see his point. This report was done only on people that had called Rescuecom for help. I have an apple computer. If I have a problem I'm not going to call some other company. I'm going to call Apple. I still think, though, that Apple computers are far more reliable than HP/Compaq.

[p0intblank]

Oh my God... Dell got a score of 4?! :eek: I do dislike their computers, but I never expected Dell to score that low. They must be so embarrased. :o And Gateway, -12? Ouch!

But then there's Apple, taking spot #2. :D

[dagger01]

Being an Apple Computer I would think if they had a problem they would go to apple directly vs. Rescuecom. As Well Lenovo being just purchased from IBM I would think that A. They have no old systems, B. Still under Lenovo Warentee. Thus Probably Making HP/Compaq the winner,

Umm...in case you didn't look at the WHOLE page the article is on:

About RESCUECOM


RESCUECOM provides fast and flawless on-site computer repair and support, 24/7/365.
All local RESCUECOM franchisees offer guaranteed results and on-site, emergency
one-hour response service with or without a contract, providing the industry's
fastest response and easiest relationship.


RESCUECOM services everything from home computers to super computers, wireless
Internet to global networks, hardware to software, e-mail to ERP. In addition
to one-time, on-site solutions for virtually any computer problem, RESCUECOM
provides comprehensive, ongoing IT management services for businesses. RESCUECOM
has been recognized by Entrepreneur Magazine in 2002, 2003, 2004 and 2006 as
part of the "Franchise 500," as one of the fastest growing franchise companies
in the United States. For more information, please visit www.RESCUECOM.com or
call 1-800-RESCUE7.

As for Lenovo/IBM, Lenovo took over the entire business and all support and debt load of said business. I don't have a bookmarked article, but I'm sure a quick Google will confirm this. So, why would you assume that Lenovo would wash their hands of any old hardware service contracts? That approach is a good way to go out of business fast!

[dagger01]

I think I see his point. This report was done only on people that had called Rescuecom for help. I have an apple computer. If I have a problem I'm not going to call some other company. I'm going to call Apple. I still think, though, that Apple computers are far more reliable than HP/Compaq.


You're also an individual and not a business, again, see my reply to this original, absurd comment. Plus, this was their study, and is clearly labeled as such. Not a total market study, not a comprehensive study of support companies, just their data being analyzed and summarized.

[BRLawyer]

And there are still anti-fanboys here who insist in saying that Apple has lost its reliability...remember, guys...anecdotal evidence in support forums is not statistical evidence...GO APPLE!

[longofest]

Being an Apple Computer I would think if they had a problem they would go to apple directly vs. Rescuecom. As Well Lenovo being just purchased from IBM I would think that A. They have no old systems, B. Still under Lenovo Warentee. Thus Probably Making HP/Compaq the winner,

You have a point which did not go unnoticed by me when writing the article. Hence me including the PCMag article as additional evidence of Apple's numbers.

[bearbo]

Not too shabby for computers made in China.
do i sense racism connotation?

[ziwi]

You wouldn't know it reading the forums here...;) (I know people complain morethan praise)

I have never had an issue (knock on wood) and believe they do build superior products. Keep up the good work - if you build it reliable - people will come...

[sartinsauce]

I've always found Apple's hardware/software reliability and customer service to be the best.

I'm really impressed that IBM/Lenovo beat them out. That must be some bad@$$ harware/support!

[OhEsTen]

do i sense racism connotation?

oh dear.

I don't think he was stating that the Chinese are a sub-human class of people... he was merely reflecting the fact that items made with 30¢/hr labor aren't always the best in terms of quality - it doesn't take a rocket scientist to figure that one out.

As for Apple's quality - I'm impressed and not too surprised (despite the whole 30¢/hr thing)....

Used them for over 10 years with only 1 HD failure and 2 major system issues.... (on old machines) and have never purchased their protection plan despite having been borderline harassed by some CompUsa employees...

[kirk26]

LOL.
http://www.apple.com/support/windowsvirus/

[yellow]

THAT is pathetic. What a kick in the proverbial crotch. :)

[Flowbee]

I think I see his point. This report was done only on people that had called Rescuecom for help. I have an apple computer. If I have a problem I'm not going to call some other company. I'm going to call Apple.

Whereas, if you had a Dell you'd call Rescuecom??

[spicyapple]

she :)

I don't think he was stating that the Chinese are a sub-human class of people...
The Chinese invented the abacus, ice cream, gunpowder and the printing press, hundreds of years before Guttenberg...

..but when it comes to electronics, Taiwan and Japan do it better.

[mozmac]

I have been so impressed with Apple's hardware reliability, that it's one of the first things I tell people when they ask me about getting a Mac.

However, this report could very easily be skewed. Let's take a look at the TYPES of customers these companies have. Apple and IBM computers are general more expensive because they have nicer hardware, so you generally get more experienced users purchasing them. Dell makes cheap computers for the masses, so while their hardware could be faultier, they also have less experienced users as customers. Me, being a more experienced user :) , own IBMs and Apples and when there's a problem, I hop on Google to solve it, I don't hit up rescue-whatever-it-is.com. If it's a serious problem, as stated here already, I take it up with IBM and Apple directly.

I don't mean to belittle anyone or try to stereo-type computers users by the hardware they purchase, but, this rescue website is for people who freak out when their printer light won't stop flashing and all that needs to be done is to power cycle it. And if all these people are buying Dells and HPs, of course their gonna get low scores.

But, that isn't to take away from the fact that Apple and IBM hardware is extremely reliable. Apple is like a BMW, luxurious, sleek, sporty, and reliable. IBM/Lenovo is like the original Hummer...not much to look at but it can take you anywhere.

[Swarmlord]

Oh my God... Dell got a score of 4?! :eek: I do dislike their computers, but I never expected Dell to score that low. They must be so embarrased. :o And Gateway, -12? Ouch!

But then there's Apple, taking spot #2. :D

Your dislike of Dells would drop even lower if you ever tried to repair one. :p

[shadowlander]

Some have been eager to see whether initial Intel switch woes (battery issues (http://www.macrumors.com/pages/2006/07/20060730222924.shtml), heat (http://www.macrumors.com/pages/2006/05/20060525153551.shtml), random shutdowns (http://forums.macrumors.com/showthread.php?t=213531), etc) would affect Apple's generally good reliability reputation.
Does anyone know off the top of their head how the "reported" problems with other Apple Rev. A laptops compared with the actual statistics when they came out? I'm curious because I am one MBP owner who ordered within days of the release (BTO...not stock) and have not had a single problem with it. It is hot...but so was my Pismo. It has been very reliable. So I'm basically wondering if it's possible that the actual statistics may be different than the current perception due to complaints seen on forums and such.

[plinden]

Does anyone know off the top of their head how the "reported" problems with other Apple Rev. A laptops compared with the actual statistics when they came out? I'm curious because I am one MBP owner who ordered within days of the release (BTO...not stock) and have not had a single problem with it. It is hot...but so was my Pismo. It has been very reliable. So I'm basically wondering if it's possible that the actual statistics may be different than the current perception due to complaints seen on forums and such.
PPC laptop repair rates (http://www.macintouch.com/reliability/laptops.html) (41% of the 1GHz Al PBs needed repairs in their first year)
Intel laptops (http://www.macintouch.com/reliability/macbooks.html)

[mdntcallr]

well, i think that apple sources better quality parts than dell's of the world. so i believe that this is a factor.
so is the fact that apple users may not seek out a place to report this to.

[plinden]

so is the fact that apple users may not seek out a place to report this to.
Think not? It seems to me that Mac users are much more vocal about issues with their Macs. In the past 18 months, my wife has had to have her hard drive replaced three times on her Dell PC at work (don't ask me what she's doing with it - in 20+ years of using PCs and Macs I haven't had a single HD failure) but she was much more upset and pissed with Apple when her MacBook HD died. She shrugged off the Dell's HD failures as something she expects to happen.

I've posted before about people here at work (myself included) accepting that sometimes you have to reboot your PC just to get it to work at presentations. My Dell laptop shows all the problems that people were complaining about with the MB/MBPs (hot, whines, noisy fans, as well as backlight bleeding along the bottom) but again, I just shrug it off. Not something I would do with my Mac.

[ryanw]

Anyone else get "RAINBOWS" at every shutdown / startup with their white macbook? I have to APPLE+OPTION+P+R EVERY TIME I shutdown / restart / reboot or else my macbook gets stuck in rainbow land ....

[FCPPro]

You have a point which did not go unnoticed by me when writing the article. Hence me including the PCMag article as additional evidence of Apple's numbers.

Interesting thing about that PCMag article... IBM/Lenovo were rated at the bottom, a significant divergence from Rescucom's data - suggesting Rescuecom's data set is less than representative and they failed to adjust for (or didn't recognize) their statistical bias.

Besides, does Apple's score of 200+ mesh with the next closest being 4? Come on, Apple is good... but 50x more reliable?

I'd say that while this PR "Reliability Survey" may make us Apple users feel good, this Survey is an outlier when it comes to the Apple Universe and we're better off looking at PC Mag or Consumer Reports when judging how our hardware compares to the PC boxes.

[drcosmos]

Currently I am a PC user since the last 16 years, I am following the development of the Macbook series of computers and was thinking of buying a Macbook Pro. The most irritating thing is that Apple seems to have their own way of looking at the market. The Core Duo 2 Merom processor has been launched by Dell and various of others PC manufacturers but not Apple, why is this the case? Slow development department or just marketing reasons? I was very interested in getting one but can not find a reason in why I should switch when Apple are so slow in doing updates, is this the case if some security flaws occur with their Os as well or other reasons? Too bad it is only one manufacturer of Apple computers, this is why they can make it a market "hype".

Sorry Apple but I bought a Dell Precision M65 instead of a Macbook Pro this week due to the release of the Core Duo2 in the Precision.

Ciao until four years later maybe...:eek:

[OhEsTen]

Sorry Apple but I bought a Dell Precision M65 instead of a Macbook Pro this week due to the release of the Core Duo2 in the Precision.

Ciao until four years later maybe...:eek:

Actually, we'll probably be seeing you in a year and a half....

[OhEsTen]

she :)

Woops. Sorry 'bout that.

:o

[bousozoku]

And there are still anti-fanboys here who insist in saying that Apple has lost its reliability...remember, guys...anecdotal evidence in support forums is not statistical evidence...GO APPLE!

It's hardly much better than anecdotal evidence since it's likely that the company doesn't do the majority of repairs on Apple computers. It would be more interesting to see the repair orders for CompUSA.

There may not be near as many failures as the people screaming would have us believe but it's certainly higher than when Apple was directly in control of the manufacturing.

[theBB]

There may not be near as many failures as the people screaming would have us believe but it's certainly higher than when Apple was directly in control of the manufacturing.
Where is this certainty coming from? A reputable source or gut feeling?

[twoodcc]

go Apple! i don't think intel will hurt them, cuz IBM uses intel also

[cheekyspanky]

My MacBook Pro has given me a lot more problems than my work Dell laptop has, and the Dell gets a lot more abuse. There are around 30 Dell D610's in my department and only one has randomly died.

My MacBook Pro experience has involved a new logic board, new HD, new speakers...then overall replacement of the whole unit (a bump to the 2.16GHz after much complaining about the 3 weeks or so I was without the thing for) and the new one squeals and still gets skin burningly hot!

[dsnort]

Being an Apple Computer I would think if they had a problem they would go to apple directly vs. Rescuecom. As Well Lenovo being just purchased from IBM I would think that A. They have no old systems, B. Still under Lenovo Warentee. Thus Probably Making HP/Compaq the winner,

I agree that it is more likely that I would I would call Apple if I had a problem with my Mac. Just like when I had a problem with my Inspiron, I called Dell.

The blade can slice both ways.

[alFR]

And there are still anti-fanboys here who insist in saying that Apple has lost its reliability...remember, guys...anecdotal evidence in support forums is not statistical evidence...GO APPLE!

Unless AppleCare uses RescueCom, this survey isn't evidence either.

[Pressure]

My MacBook Pro has given me a lot more problems than my work Dell laptop has, and the Dell gets a lot more abuse. There are around 30 Dell D610's in my department and only one has randomly died.

My MacBook Pro experience has involved a new logic board, new HD, new speakers...then overall replacement of the whole unit (a bump to the 2.16GHz after much complaining about the 3 weeks or so I was without the thing for) and the new one squeals and still gets skin burningly hot!


Sounds like you in general got a lemon computer.

My week 34 is dead silent and much better than the unit it replaced.

[Pressure]

LOL.
http://www.apple.com/support/windowsvirus/

The contractor is at fault here.

[iGav]

Me thinks RESCUECOM is having a bit of a larf.

[kingtj]

For what it's worth, let me tell you something about Rescuecom. This firm basically works with subcontracted labor for all of their techs. I spent years working as a technician, so when I found myself unemployed a while ago, I responded to one of their employment ads. They made me take a brief online test to prove I "knew what I was doing" with PC repair. (One of those 20 question multiple choice type exams that asks very basic things.) After that, I was emailed a big contract I was supposed to sign and fax back to them.

Among other things, it required you to pay a weekly rental fee for a wireless device that they used to dispatch service calls to you, and there were all sorts of rules on you having to do something with the device to let them know when you arrived and finished with a customer's job. Your response speed determined your percentage of pay. They also made you sign "non compete" paperwork in the contract that prevented you from working for anyone else in the industry. (Ridiculous since these people never guaranteed you ANY specific amount of business. For all I knew, I could have just signed up to give these guys their $25 a week or whatever for the equipment rental, only to be sent no jobs at all. And legally, I'd be stuck with no way to accept other work with a second contractor, or work on my own as a tech. to fill in the gaps.)

There's no way Rescuecom can say that their techs. know a thing about Apple Macs, because they were going to employ me regardless of illustrating ANY Mac knowledge whatsoever. If I said on my app that I wanted to fix Macs, then I'd be a "Mac tech" for them, as needed, period.

My opinion? You're a fool to call Rescuecom for any computer service work. They pay their subcontractors a very minimal percentage of what they bill out, and I can't see how any tech. worth his/her salt would agree to their terms of employment.


Umm...in case you didn't look at the WHOLE page the article is on:

About RESCUECOM


RESCUECOM provides fast and flawless on-site computer repair and support, 24/7/365.
All local RESCUECOM franchisees offer guaranteed results and on-site, emergency
one-hour response service with or without a contract, providing the industry's
fastest response and easiest relationship.


RESCUECOM services everything from home computers to super computers, wireless
Internet to global networks, hardware to software, e-mail to ERP. In addition
to one-time, on-site solutions for virtually any computer problem, RESCUECOM
provides comprehensive, ongoing IT management services for businesses. RESCUECOM
has been recognized by Entrepreneur Magazine in 2002, 2003, 2004 and 2006 as
part of the "Franchise 500," as one of the fastest growing franchise companies
in the United States. For more information, please visit www.RESCUECOM.com or
call 1-800-RESCUE7.

As for Lenovo/IBM, Lenovo took over the entire business and all support and debt load of said business. I don't have a bookmarked article, but I'm sure a quick Google will confirm this. So, why would you assume that Lenovo would wash their hands of any old hardware service contracts? That approach is a good way to go out of business fast!

[needthephone]

On the reliability front the ipod isn't getting good publicity in OZ, the Sydney Morning Herald recently published a story on how itunes 7 was a lemon and now one of the front page headline is 'ipod wins shonky gong'...The story is also making national TV headlines..Could be a way of getting publicity for Choice or there may be a genuine problem as Choice are well respected here. People I speak to do comment on how you can't replace the battery though.

http://www.smh.com.au/news/technology/ipod-wins-shonky-gong/2006/10/19/1160851044389.html

[jessep28]

I have been so impressed with Apple's hardware reliability, that it's one of the first things I tell people when they ask me about getting a Mac.

However, this report could very easily be skewed. Let's take a look at the TYPES of customers these companies have. Apple and IBM computers are general more expensive because they have nicer hardware, so you generally get more experienced users purchasing them. Dell makes cheap computers for the masses, so while their hardware could be faultier, they also have less experienced users as customers. Me, being a more experienced user :) , own IBMs and Apples and when there's a problem, I hop on Google to solve it, I don't hit up rescue-whatever-it-is.com. If it's a serious problem, as stated here already, I take it up with IBM and Apple directly.

I don't mean to belittle anyone or try to stereo-type computers users by the hardware they purchase, but, this rescue website is for people who freak out when their printer light won't stop flashing and all that needs to be done is to power cycle it. And if all these people are buying Dells and HPs, of course their gonna get low scores.

But, that isn't to take away from the fact that Apple and IBM hardware is extremely reliable. Apple is like a BMW, luxurious, sleek, sporty, and reliable. IBM/Lenovo is like the original Hummer...not much to look at but it can take you anywhere.

You do make some good points. I would be interested in seeing the reliability scores segmented by user expertise.