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HP unusually bests Apple in tech firm reliability chart

updated 08:25 am EST, Tue January 18, 2011

HP takes rare lead over Apple in Rescuecom ranks

A rare and possibly one-off upset occurred on Tuesday as HP scored higher than Apple in Rescuecom's reliability charts. Judging its scores on the Windows PC builder's estimated 25 percent market share relative to the 7.2 percent share of calls Rescuecom received, it gave HP a score of 346 where Apple was a distant second at 179, making up an estimated 8.8 percent of the market but 4.9 percent of the calls. Lenovo's ThinkCentre and ThinkPad lines scored 177, while one-time leader ASUS fell to 144. Toshiba trailed behind at 96 and had disproportionately more calls (8.8 percent) than it did market share (8.4 percent).

ASUS' rise in market share may have come at the cost of quality, the third-party support firm said. Dell was too low to be included in the top five.

It's not certain that the results are an accurate reflection of reliability levels. Actual, end user surveys have usually put HP well behind most others. Cheap construction and poorly outsourced support have left it trailing behind Apple, which often leads in both reliability and after-sale help. Rescuecom's own results have usually shown HP lagging.

Rescuecom's nature as an outside agency may play a role. Customers have historically been more likely to call the manufacturer in the event of obvious hardware failures, more common for HP, where they reserve third-party help for either software issues or subtler hardware problems. No explanation was given for the blip.



By Electronista Staff
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Comments

  1. Wingsy

    Fresh-Faced Recruit

    Joined: Apr 2005

    +8

    LOL, Really

    HP? Tops in a reliability survey? You've got to be f-c-i-g kidding me. There is something fundamentally wrong with your data, Mr. RescueCom. HP has always been near the bottom of the barrel wrt reliability. What's changed?

  1. Cronocide

    Fresh-Faced Recruit

    Joined: Nov 2010

    +5

    Rescuecom has the same problem that I had in Math

    "You forgot the minus sign! Erase and try it again."

  1. chefpastry

    Mac Enthusiast

    Joined: Nov 2005

    0

    Who is Rescuecom?

    Who are they and what makes them such an authority?

  1. testudo

    Forum Regular

    Joined: Aug 2001

    -8

    oh no!

    Someone says Apple's reliability is less than someone else! They must be idiots or something! Or can't do math! Or lying! Or something! For we know it can't be right!

    Why do people always take a statistic (which is just a number) and decide to fly off the handle because it doesn't say what they want it to say?

    More importantly, why do YOU people (that'd be the posters above) not actually read an article or try to comprehend, rather than just let MacNN guide you into rage?

    The statistic is one third-party company's support calls over the course of a month. Thus, what it is saying is that they get 8% of support calls from people with HPs, and 4% are from Mac owners. That's it. There is no over-reaching number to be gleaned from this, except those which MacNN purports to make it sound like someone is dissing Apple!

  1. testudo

    Forum Regular

    Joined: Aug 2001

    -4

    And...

    What is this line supposed to mean?

    Rescuecom's nature as an outside agency may play a role. Customers have historically been more likely to call the manufacturer in the event of obvious hardware failures, more common for HP, where they reserve third-party help for either software issues or subtler hardware problems. No explanation was given for the blip.

    So is MacNN saying that HP users just figured out they should call HP for their hardware problems (since they call this a 'blip', it implies they were calling Rescuecom right up to last month).

    And are they implying that Apple has more subtler hardware problems? Or maybe they're trying to imply that Apple's 90-day phone support is so lacking since people tend to have problems over the course of a year or two?

  1. hayesk

    Professional Poster

    Joined: Sep 1999

    +4

    Textbook

    Make headline with Apple in it, get PR. Bonus PR for making negative statement about Apple.

  1. facebook_Tonio

    Via Facebook

    Joined: Jan 2011

    0

    In possibly related news...

    Rescuecom maintains their reliability stats on HP computers.

  1. Grendelmon

    Dedicated MacNNer

    Joined: Dec 2007

    0

    http://en.wikipedia.org/wiki/Rescuecom

  1. macslut

    Fresh-Faced Recruit

    Joined: Jul 2004

    0

    Smells like PR

    This is a great way for this company to get lots of PR and inbound links.

    Funny how they don't describe their methodology behind the ratings.

    "Reliable" implies hardware working as it should. But how many of their calls were software or user related? How many calls were "Apple problems" but were actually that the customer couldn't print (with a defective HP printer)?

    I'm not crying because someone insulted Apple. I just find the survey to be out of line with my experiences and others I know. An article like this shouldn't be posted to give free PR to a company without at least having data and methodology to back it up.

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