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Report: Asus Has 'Off the Charts' Reliability Score

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.

Marcus Yam
Marcus Yam served as Tom's Hardware News Director during 2008-2014. He entered tech media in the late 90s and fondly remembers the days when an overclocked Celeron 300A and Voodoo2 SLI comprised a gaming rig with the ultimate street cred.
  • El_Capitan
    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.
    Reply
  • Nightsilver
    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.
    Reply
  • Tamz_msc
    Even if this is not accurate, Apple=fail.
    Reply
  • lvlouro
    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"
    Reply
  • LORD_ORION
    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.
    Reply
  • kalogagatya
    "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...
    Reply
  • hunter315
    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.
    Reply
  • rrobstur
    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.
    Reply
  • jomofro39
    lol, how was Samsung's 0.7% NOT included in the "Other" category? Poor Samsung. Singled out.
    Reply
  • haramir
    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?
    Reply