Apple Still Scoring High In Reliability

[MacRumors]

A new report 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 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, heat, random shutdowns, 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.

 

[SodaPopMonster]

Keep it up, apple!

There really is a big difference between the top numbers!

 

[konquererkarlos]

hahhaha... GO DELL!! wooo!

 

[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]

Always been impressed

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?! I do dislike their computers, but I never expected Dell to score that low. They must be so embarrased. And Gateway, -12? Ouch!

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

 

[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.

 

[50548]

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.