Macs Stuck In 4Th Place On Reliability, Support Ranking

snoopy · Aug 6, 2012

Macs stuck in 4th place on reliability, support ranking
Support franchise blames spot on Apple's increased U.S. market share
By Gregg Keizer
August 6, 2012 02:32 PM E

Computerworld - Apple's personal computers remained fixed in fourth place during 2012's second quarter, a spot it's occupied most of the year, a technical support franchise said today.

The cause, ironically, was the very success that Apple has had selling Mac laptops and desktops.
"It's due to Apple's increased market share," said David Milman, founder and CEO of Rescuecom of Syracuse, N.Y., in explaining Apple's spot in his company's repair and reliability rating. The number of Mac owners who turn to Rescuecom for support directly impacted Apple's score.

Rescuecom generates its ratings by comparing the percentage of support calls attributed to each computer maker with its U.S. market share. The larger the difference between the two, the higher the score. In the second quarter, for instance, Macs accounted for 8.9% of all calls to Rescuecom, close to Apple's U.S. market share of 11.4%. The result: a repair score of 130. Meanwhile, Lenovo scored much better -- 255, good enough for second place -- because its PCs produced only 3.1% of all calls to Rescuecom, less than half the brand's market share of 8%.

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Complete story here: http://www.computerworld.com/s/article/9230019/Macs_stuck_in_4th_place_on_reliability_support_ranking

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