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Report: Asus Has 'Off the Charts' Reliability Score

By - Source: Tom's Hardware US | B 78 comments

Apple scores well too, probably because everyone sticks to Apple for support.

Third party computer support company Rescuecom has released its quarterly findings on computer reliability.

These reports are calculated in a simple and straight forward manner:  the number of computers an individual manufacturer ships (and therefore its market share) is weighed against the number of calls Rescuecom’s computer repair specialists receive for that same manufacturer.

Mind you, a high reliability score does not translate directly to the machine's reliability. While it could mean that the better score means better machines, it also could signal that the owners of the machine choose to seek support directly from the manufacturer rather than third-party Rescuecom.

These are the conclusions that Rescuecom drew from its data:

For instance, Asus has an off the charts score as compared to the other manufacturers, even second place Apple.  Does this mean Asus is that much more reliable?  Perhaps, but it might also be a function of the product itself.

Asus produces a great number of ‘eee’ series computers and 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.

Then there is Apple.  A consistent top three finisher, Apple’s superior level of service for its products has long made them among the most reliable in the industry.

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.

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Top Comments
  • 22 Hide
    lvlouro , September 2, 2010 3:20 PM
    Meaningless, like said above "it also could signal that the owners of the machine choose to seek support directly from the manufacturer rather than third-party Rescuecom"
  • 17 Hide
    hunter315 , September 2, 2010 3:24 PM
    Thats a pretty big gap between ASUS and apple, thats pretty impressive, but i dont trust these numbers at all because i had never heard of rescuecom or that phone number before i saw one of these reports.
  • 13 Hide
    Nightsilver , September 2, 2010 3:18 PM
    If you think about the fact that most people calling each of these companies for support probably couldn't figure out how to open IE if you deleted their "little blue E" from the desktop, how much weight do polls like these really have?

    Just wait until ASUS starts shipping more systems, their "reliability" rating will hit the floor.
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  • 5 Hide
    El_Capitan , September 2, 2010 3:15 PM
    Not to be trusted. I've fixed a lot of Sony Vaio notebooks, and would never, ever, ever buy one. And yet Sony gets a decent score.
  • 13 Hide
    Nightsilver , September 2, 2010 3:18 PM
    If you think about the fact that most people calling each of these companies for support probably couldn't figure out how to open IE if you deleted their "little blue E" from the desktop, how much weight do polls like these really have?

    Just wait until ASUS starts shipping more systems, their "reliability" rating will hit the floor.
  • -7 Hide
    Tamz_msc , September 2, 2010 3:18 PM
    Even if this is not accurate, Apple=fail.
  • 22 Hide
    lvlouro , September 2, 2010 3:20 PM
    Meaningless, like said above "it also could signal that the owners of the machine choose to seek support directly from the manufacturer rather than third-party Rescuecom"
  • 0 Hide
    LORD_ORION , September 2, 2010 3:23 PM
    Their mid to high-end stuff is reliable. Their low end stuff is not.

    These broad charts are always deceptive. The cheap low cost crap could make up the bulk of the failures, so be careful what you buy even if it has the ASUS brand on it.
  • -9 Hide
    kalogagatya , September 2, 2010 3:23 PM
    "Then there is Apple. A consistent top three finisher, Apple’s superior level of service for its products has long made them among the most reliable in the industry."

    Specially when things are not malfunctioning, but being misused...
  • 17 Hide
    hunter315 , September 2, 2010 3:24 PM
    Thats a pretty big gap between ASUS and apple, thats pretty impressive, but i dont trust these numbers at all because i had never heard of rescuecom or that phone number before i saw one of these reports.
  • 2 Hide
    rrobstur , September 2, 2010 3:24 PM
    NightsilverIf you think about the fact that most people calling each of these companies for support probably couldn't figure out how to open IE if you deleted their "little blue E" from the desktop, how much weight do polls like these really have?Just wait until ASUS starts shipping more systems, their "reliability" rating will hit the floor.

    i was thinking the same thing as soon as i read the paragraph below the chart. this is it not a good poll to reference any pc maker better then another exept maybe tech support.
  • 1 Hide
    jomofro39 , September 2, 2010 3:25 PM
    lol, how was Samsung's 0.7% NOT included in the "Other" category? Poor Samsung. Singled out.
  • 11 Hide
    haramir , September 2, 2010 3:27 PM
    I agree with lvlouro, these numbers are hardly concrete evidence that Asus is superior. On the other hand, I do happen to really enjoy my Asus motherboard but we can't let bias get in the way now, can we?
  • 1 Hide
    cyprod , September 2, 2010 3:27 PM
    I agree with the comments, this is a rating from one repair company and as such means nothing.

    I don't know about the others, but with my experience of HP products compared to my home built systems, there is no way HP deserves a score that high. If the score could go negative, that would be befitting for HP.
  • 2 Hide
    Kelavarus , September 2, 2010 3:27 PM
    To be honest, this is sort of confusing for me. I've never heard of Rescuecom, so how in the world would I call them for support? Do all these computer manufacturers supply a number to them? Why would people not just call the manufacturer's help number?

    I must be missing something there.
  • 2 Hide
    dstln , September 2, 2010 3:32 PM
    I don't think this is particularly valid at all. Case in point for something like apple. People get/use their warranties through apple stores and applecare, why would the average mac user ever use rescuecom?
  • 1 Hide
    rrobstur , September 2, 2010 3:40 PM
    cyprodI agree with the comments, this is a rating from one repair company and as such means nothing.I don't know about the others, but with my experience of HP products compared to my home built systems, there is no way HP deserves a score that high. If the score could go negative, that would be befitting for HP.

    i disagree, the only problem i had out of my hp was a faulty hdd that hp did not hesitate to replace. the drive being faulty didnt fail till 3 years after purchese. however i really like toshibas cust support better they replaced a failed hdd for me 3 days after warranty **gf threw her laptop on the floor >.>. poor laptop.
  • 2 Hide
    Anonymous , September 2, 2010 3:44 PM
    If I wanted to advertise my "rescue" service I'd publish wonky data likely to elicit controversy and conversation.
  • 4 Hide
    JPHD , September 2, 2010 3:47 PM
    NightsilverIf you think about the fact that most people calling each of these companies for support probably couldn't figure out how to open IE if you deleted their "little blue E" from the desktop

    lol. reminds me of Roy's line, from the IT Crowd: "Hello, IT. Have you tried turning it off and on again?"
  • 0 Hide
    urlsen , September 2, 2010 3:51 PM
    JPHDlol. reminds me of Roy's line, from the IT Crowd: "Hello, IT. Have you tried turning it off and on again?"

    Loool...made my day :) 
  • 1 Hide
    Stifle , September 2, 2010 3:53 PM
    Without knowing the total volume of service calls that went into this report, I would definitely pass over this report.
  • 1 Hide
    NotYetRated , September 2, 2010 4:00 PM
    Ehh. If it is a big enough pool of data, from the past multiple years, the data could be somewhat of an indicator of reliability... Though, not a definitive one. The company's marketing strategy could be a large part of it. I know nothing of the company, but if they market towards any one company in particular, then numbers like these would be awfully misleading.
  • 0 Hide
    megamanx00 , September 2, 2010 4:04 PM
    cool
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