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RESCUECOM reliability ratings see Apple jump from 3rd to 2nd

updated 06:15 pm EDT, Mon August 30, 2010

Asus jumps to 1st, Dell finishes last

Apple has moved up to the second position in Rescuecom's latest computer reliability ranking. The company scored a lower percentage of calls and almost doubled its reliability score to take second place, with a result that would have been good enough for first place in the previous quarter. Asus had a huge, 400 percent jump in score to take first in the second quarter. Apple and Asus bumped IBM/Lenovo to third despite the company's improved numbers, while Toshiba and HP/Compaq maintained fourth and fifth, respectively, despite improved scores.

The scores are said to gauge the quality of hardware and services provided by each manufacturer. Rescuecom tracks its tech-support calls to establish which brands account for the fewest service issues, while the overall numbers are adjusted by market share information from each company. As a third-party support provider, Rescuecom receives calls for computers no longer covered by service agreements from the original manufacturer.

Although high scores are typically viewed as an indication of top-quality hardware, Rescuecom suggests that Asus, maker of low-cost Eee Machines, may have seen a major bump from customers inexpensively replacing defective machines rather than face the time and cost associated with repairs. Apple's consistent placement in the top three is said to be an accurate indicator of high quality machines and customer support, as Macs and MacBooks carry higher average prices.

The rankings saw Dell in last place, with a large margin of outside support calls indicating poor reliability and poor customer service. Sony, Acer and Samsung placed sixth through eighth, but still ahead of Dell.






By Electronista Staff
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  1. bjojade

    Fresh-Faced Recruit

    Joined: Jun 2007

    +1

    Meaningless

    So this is one company's call logs for out of warranty machines. This more represents their marketing effort to the owners of those specific machines versus the actual percentage of repair needs for the users.

  1. chas_m

    Moderator

    Joined: Aug 2001

    +1

    Fishy!

    I don't mean to imply that Apple automatically should be #1 -- even *I* don't drink that much kool-aid -- but Asus is consistently ranked very poorly in terms of quality by other agencies (most notably Consumer Reports, but that's not the only one).

    To have such an incredibly high score suggests that if you report a defect they just send you an entirely new machine until you get one that works, which is not really a sustainable policy (even when you account for the low price of their stuff). It was exactly that sort of policy that saw Dell leap rather dramatically over the last few years from being tops in "quality" to being now ranked near the bottom.

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