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« Return to: Reliability and Service: Service Takes a Dive


Dell and Big Blue build dependable machines, but service is spotty across all companies.
 Percent of PCs with problemsProblems per yearProblems on arrivalDead on arrivalComponent failureHigh satisfaction with reliabilityOverall reliability scoreShort hold timeQuick resolutionNo resolutionKnowledgeable tech supportSincere effort by tech supportHigh satisfaction with serviceOverall service score
GOOD              
Dell Service slips, especially on hold times.FairGoodGoodOutstandingFairGoodGoodPoorFairFairGoodGoodGoodFair
IBM Mostly solid laptops, but problems take a while to be fixed.OutstandingOutstandingGoodFairGoodFairGoodGoodPoorFairGoodFairFairFair
FAIR              
Compaq Reliable computers, very few DOAs, but many service problems.PoorGoodGoodOutstandingFairPoorFairFairPoorPoorFairPoorFairPoor
Gateway Time on your hands? You may need it to get your PC fixed.FairGoodFairFairFairFairFairPoorPoorFairFairPoorFairFair
Hewlett-Packard Reliable notebooks for most owners, but support techs are slow to pick up calls.OutstandingFairGoodOutstandingOutstandingFairGoodPoorFairFairPoorPoorFairFair
Toshiba Pretty sturdy machines, but customers could be happier with service.GoodOutstandingOutstandingOutstandingGoodFairGoodFairPoorFairFairFairPoorFair
Reliability only2              
Fujitsu Dependable machines, few dead on arrival.GoodOutstandingOutstandingOutstandingGoodFairGoodn/an/an/an/an/an/an/a
MicronPC Small number of problems each year; otherwise, mediocre reliability.FairOutstandingFairGoodFairFairFairn/an/an/an/an/an/an/a
Sony Not many DOA systems; components tend to last.OutstandingGoodGoodOutstandingOutstandingFairGoodn/an/an/an/an/an/an/a

n/a = not applicable.1We didn't receive enough responses from owners of Fujitsu, MicronPC, or Sony machines about their service experiences to be able to rank these companies in our overall charts. However, we were able to tabulate their reliability scores.
Company ratings within each tier (Good and Fair) are alphabetical. Outstanding is the highest possible word score; Unacceptable, the lowest.