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Reliability and Service Report Card

Which manufacturers can you trust? More than 32,000 readers sound off about their PCs, cameras, printers, gateways, and PDAs.

Laurianne McLaughlin

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PC Ratings Guide: Desktop PCs and Notebook PCs

Reliability Measures

Percent of PCs with problems: Outstanding indicates a small percentage of PCs with at least one problem needing repair.

Problems per year: Outstanding indicates a small average number of problems per PC per year of age.

Problems on arrival: Outstanding indicates a small percentage of PCs that did not work properly when first turned on.

Dead on arrival: Outstanding indicates a small percentage of PCs that were nonfunctional when first turned on.

Component failure: Outstanding indicates a small percentage of PCs that have had at least one faulty component replaced.

Satisfaction with reliability: Outstanding indicates a large percentage of respondents highly satisfied with their PC's reliability.

Service Measures

Short hold time: Outstanding indicates a large percentage of service recipients who waited on hold for 5 minutes or less for telephone technical support.

Quick resolution: Outstanding indicates a large percentage of users whose most recent problem was resolved in five days or less.

No resolution: Outstanding indicates a small percentage of service recipients whose problem was never resolved.

Knowledgeable tech support: Outstanding indicates a large percentage of users who highly rated the tech rep's knowledge.

Sincere effort by tech support: Outstanding indicates a large percentage of users who highly rated the tech rep's sincere effort.

Satisfaction with service: Outstanding indicates a large percentage of service recipients highly satisfied with their service.

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