2012 Computer Reliability Report: Lenovo Most Reliable, Acer Least Reliable, Apple Declined

Rescuecom’s influential annual reliability report rates Lenovo/IBM computers as by far the most reliable.

Of 9 computer manufucturers, Acer placed 9th, followed by Sony at 8th, and Dell at seventh.

HP was rated number six, Asus as fifth and Apple was in fourth place.

Samsung was in third place while Toshiba came in second place.

“Entering 2012, Lenovo/IBM’s rise in reliability will be an important boost for the company.  Although Apple’s market share has risen over the last 12 months, its reliability has declined. The comparatively smaller Toshiba and Samsung are illustrating interesting reliability trends worth watching over the coming year,” stated David Milman, CEO of RESCUECOM, in a press release scheduled to be made public Monday. CtWatchdog.com received an early version of the release.


For 2012, Rescuecom now includes all manufacturers with a market share of at least above one percent in this report.
The computer reliability report scores for 2012 are:
1. Lenovo/IBM (281)
2. Toshiba (190)
3. Samsung (156)
4. Apple (151)
5. Asus (126)
6. HP/Compaq (100)
7. Dell (68)
8. Sony (64)
9. Acer (40)

How the report was compiled:

The Rescuecom Computer Reliability Report is a factual, unbiased review of today’s personal computer manufacturers.  Rescuecom defines reliability as the physical reliability of the computers plus the after the sale computer support of the manufacturers.

The Rescuecom Computer Repair Share Score is calculated by taking the U.S. Computer Market Share of the manufacturer, dividing it by the percentage of calls Rescuecom receives for service of the manufacturers and multiplying by 100.

By considering the number of service calls as a function of each manufacturer’s market strength, Rescuecom is able to determine and score the reliability of computer manufacturers.
In analyzing the computer reliability scores for 2012, RESCUECOM sees the market making important shifts.

It will be worth watching Samsung to see if they can maintain reliability as their market share continues its ascent.  Over the years Lenovo/IBM has performed well on the Rescuecom reliability report, while Dell, HP and Acer have suffered declines.

The most reliable computer manufacturers (in order of reliability), along with the data which was used to calculate reliability scores are as follows:

Manufacturer    U.S. Computer Market Share2
(Percentage of Share computers shipped)    RESCUECOM Computer Repair Share1
(Percentage of service calls to 1-800-RESCUE-PC)    Computer Reliability Score1
LENOVO/IBM    7.3%    2.6%    281
TOSHIBA    10.3%    5.4%    190
SAMSUNG    1.7%    1.1%    156
APPLE    11.0%    7.3%    151
ASUS    3.8%    3.0%    126
HP/COMPAQ    23.2%    23.3%    100
DELL    22.6%    33.2%    68
SONY    2.2%    3.4%    64
ACER    8.2%    20.7%    40
1 – As of the date of this report, and for future reports, the computer repair share percentages and computer reliability score does not include “Other” computer manufacturers. This change does not affect the order of the ranking. “Other” is defined as all manufacturers that have below 1.0% market share.
2 – Market share numbers are provided by IDC.
RESCUECOM provides computer repair and computer support, 24/7: Meeting every tech support need including data recovery, virus removal, networking, wireless services, and computer support for all brands of hardware and software. For computer support or information on products, services, or computer repair, visit http://www.rescuecom.com or call 1-800-RESCUE-PC.

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23 Comments on "2012 Computer Reliability Report: Lenovo Most Reliable, Acer Least Reliable, Apple Declined"

  1. Concerned citizen | February 18, 2012 at 10:27 am |

    This report is a biased report in the fact that rescuecom is trying to be perceived as having some sort of authority on the topic. They don’t have enough of the marketshare themselves to be able to reliably publish this report. The data is based on a very small representation of the market and has been blown up to proportions beyond their means. I would strongly recommend that don’t make any decisions based on this report.

  2. This report is totally biased and doesnt make sense at all. Reliability of tests & credibility quite questionable!

  3. Common Sense | February 19, 2012 at 2:48 pm |

    Right…and every automotive test is biased towards Toyota. For the record, I’ve used IBM/Lenovo for years. They just last. On that note, I’ve never had any problems with my Toyotas either ; )

  4. The problem with the Internet is that anyone can print anything and expect anyone to believe it. But clearly, from the comments here, we don’t believe it … or more likely – we don’t care. And I doubt that Acer, Dell and HP are that bothered either !

  5. ToshibaCustomer | March 5, 2012 at 2:26 pm |

    Toshiba’s customer service fails. With unsatisfactory Warranty repairs, same issues keep appearing and also occurring on even their newer models. They take no steps to find the source of the issue and prevent it from happening again. Like having random shut downs like Lenovo. You should check their forums. Quite a lot of complaints. A few of their latest models, less than 1-2 days old already are having this issue. People with the same models having this issue shows that it isn’t simply a coincidence. Have even received back computers with the issue still there. Spent 3-5 months of my warranty sending it back because they didn’t seat my sound card, usp ports, and cd drive properly and the rest few months of my warranty sending my computer back for the same issue.

    As for acer, when they started emailing people for signing up to receive a cd to create a recovery partition, they take no consideration that netbooks have no cd drives.

  6. ToshibaCustomer | March 5, 2012 at 2:30 pm |

    as for Repair Share
    They use BBB to hold back complaints till customers give up and then BBB changes it to resolved.
    Also when Toshiba had a model that was listed to have a bluetooth, searched for it- software installed but hardware missing. When ti was complained on the forum that even the customer service couldn’t find it, Toshiba tried to resolve it to just changing the documentation with no compensation for the customers that bought that model. Also telling them to return the computer IF if was withing the 30 day return period. Unfortunately what about the people who bought the computer and cannot return it(past 30 days since purchase)? Their probably going to get sued for false advertizing.

  7. Do not know | March 10, 2012 at 6:44 pm |

    Do not know about the bias with this report, but I can say I purchased an Acer.Three weeks later it is junk and they want me to pay to fix it. Wish I read this report before my purchase because this thing will not make a good boat anchor.

  8. I don’t know what the most reliable brand is, but I 100% agree that Acer is the least reliable.

    Personally I don’t know how they do it. Components that last forever in another PC fail in months in an Acer. Why should an Asus motherboard fail quicker in one box than another? Why should the same video card installed in two boxes at the same time fail in only the Acer? Perhaps a cooling issue within the box. Perhaps they pickup the B grade components from manufacturers.

    Personally I’m amazed how bad Acers are, as if they set out to build the worst machines possible. And businesses keep buying them to save $100 on a box. It’s not worth it. I would never by one for my own use.

    • I completely disagree
      I do repair lots of PC’s and notbooks, and come acros a lot more bad sony’s , hp’s and Tosh’s
      I do advice some customers Acer notebooks and have so far not had any complaints about those .

      regards solos

  9. My previous Toshiba laptop lasted for 9 years before the harddisk failed, and I didn’t bother buying a new one.

  10. This is a very biased report. HP is great.
    You should do your research by year and model. Next unresolved warranty issues experienced by consumers for each brand and model. next who uses non-US based customer service. Now give me your results. Finally, you should disclose how much companies have paid you to do the research and who paid you to do the article. This stuff isn’t free and you don’t do this stuff for free.

    • George Gombossy | November 10, 2012 at 5:21 pm |

      No one pays me to run articles.

      • I find it very disturbing that the Acer machine is rated so lowly by your site, yet according to Consumer Reports, Acer is second only to Apple in reliability. It appears that every site indicates different opinions on brand reliability. I am at the point where I think all the so-called experts rank the brand they prefer or are compensated to rank certain brands higher than others.

        • I own an Acer 7750G-6645. Acers have good pricepoints with decent specs but their service is crap. New out of the box my laptop had broken keys. Acer’s customer service was crap. Also, the switchable graphics cards that they put in a lot of their models are horrible. No drivers, no support. Other MFG’s have these issues but I know firsthand that Acer doesn’t acknowledge any issues (dedicated AMD card / integrated intel) w/ dynamic switching. A lot of bluescreens and hang-ups new, out of the box due to this (fixed with modified bios and 3rd party drivers). Also my laptop has a 2nd hard-drive bay… but you can’t use it unless you buy a 3rd party hdd cover which you can’t even buy off of ebay anymore (used to be ~$50USD)!! I have a really hard time believing anyone rated Acer as a reliable machine…

        • I agree 100 percent with you. Biased “experts” rating who pays them better to fix the poll probably. Or their own personal favourites.

          Can never trust “experts” that spout crap like this.

  11. You are out of touch. If you polled most HP owners, they would tell you that their PCs are crap.

  12. I like how you probably have reps from Dell, HP, etc. complaining about this report.

    Anyone with long experience buying PC computers knows that once upon a time, HP, Dell, Acer etc. were decent, but that was then, this is now.

    I have owned all brands, and I do believe Lenovo produces computers of excellent build quality, and their computers laptops/desktops have been used by various companies I have worked for with no issues.

  13. This rating is consistent with my own experience. In the last 13 yrs I have used extensively

    1. 4 Dell notebooks
    2. 1 HP
    3. 1 Sony
    4. 3 lenovo thinkpads

  14. toshiba as 2? someone is lying i can guarantee you that, i got my 2nd toshiba in august of 2012 and it’s already got a broken audio jack only 7 months later…

  15. Bought a Toshiba, 10 months later the battery failed. I can’t hold charge, took it to repair, was told to change battery. I ordered one battery, it wont’ charge, ordered a second battery same issue.
    Besides, this noisy fan on Toshiba is annoying.
    I don’t know what to do now. I got an Asus from my job, it is very quite, no fan noise at all.

  16. Most reliable for me has always been Apple and Toshiba. I have had the white MacBook for over 6 yrs and I’ve left it outside on more then one occasion overnight. My Toshiba is almost 10 years old and the screen is finally starting to crack as its huge!

    I do think the sample size is not substantial enough to really give an accurate report.

  17. Dell laptops times 2, within a few days the Hard drive failed. Dell assisted within a few days, and replaced the hard drive.
    Within a few hours it again developed some issues, again I contacted Dell who after a few days came and assessed it and ordered parts. A number of days passed and replaced the motherboard and re-loaded all software (all data was lost).
    They then determined more problems the touch pad, camera and others, ordered more parts.
    most of the laptop was replaced a bit at a time.
    Dell Engineer tried to convince Dell to replace the laptop as it had serious problems and needed to be replaced.
    With various discussions against the idea Dell agreed to replace the laptop if there were any further breakdowns. 5 months later the hard drive failed again they wanted to continue repairing the repairs.
    Dell after many discussions replaced the laptop.
    less than 3 weeks later the hard drive on the new laptop has also failed and probably the mother board as well.
    the laptop has sat on a desk for its short life and not moved doing assignments all are lost now.

  18. The report is totally biased. Based on my experience, the list is UPSIDE DOWN! Seriously, who gonna care to call to service a cheap computer? These unlucky customers who have bought the cheaper brands either are going to call a local computer repair guy or buy another brand. I think that this is a case quite frequently. It is unheard that Apple is below Toshiba or Lenovo. In my opinion, Acer just works, and Sony is Sony…

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