Thursday, December 15,2005 @ 6:45pm
Apple laptops, iPod top reliability survey
Apple again has been recognized for its notebook and iPod reliability PC Magazine's survey of over 35,000 subscribers. While being recognized as a "Winner" for both reliability and service/support for its notebooks and MP3 player, Apple received only an average rating for most desktop reliability measures and an average rating for "satisfaction" in service (oddly, many service categories were not rated because the magazine said it received too few responses). While Apple did score an "above" average for desktop satisfaction category within the report's reliability measures, it only received an average score for overall reliability.
For the second year in a row, Apple along with PC-manufacturer Lenovo--who acquired IBM's notebook business--was tops in notebook reliability. In the notebook category, both Apple and Lenovo earned above average scores in overall reliability and satisfaction with reliability categories, while Lenovo additionally earned an above average rating in resolving any hardware or software problems.
In its report, PC Magazine said that Apple earned an above average rating for easy-of-use and satisfaction with reliability for its iPod MP3 players for the second year in a row. Of all the other MP3 manufacturers--including Sony, Samsung, Creative, iRiver, RCA, and Dell--only iRiver received an above-average rating in any category: the survey found iRiver had an above average rating for resolving any problems, but earned an below-average rating for its products' ease-of-use.
Once a leader in the reliability and service categories, Dell continued to show no signs of improvements, according to the editors.
"Our survey also confirmed the growing perception that Dell's halo is fading. Once known for its excellent reliability and service, Dell received scores for desktops and notebooks that were average overall and below average in some areas, including phone support hold time. Dell's overseas reps with thick accents also featured in many reader complaints. Recent changes by the company to shorten some warranties and alter delivery policies may tarnish its image as well."