IDG’s PC World Releases Results of Annual Reliability and Service Survey

In Addition to Desktops and Notebooks, Readers Rate Peripherals for the First Time
For the tenth straight year, PC World surveyed subscribers to gauge the overall reliability and service of PC vendors. This year’s study, featured in the December 2003 issue, marked the debut of peripherals coverage: printers, digital cameras, wireless gateways, and PDAs. The article is available online now at http://find.pcworld.com/39035 and the issue will be available on newsstands on November 18th.
Over the past 12 months, desktop and notebook manufacturers have improved in ratings. As with the 2002 survey, none of the companies were rated as “Outstanding,” but unlike last year, none of the companies scored in the “Poor” range. This uptick reverses a trend seen recently, showing that some manufacturers have made strides in customer satisfaction.
RELIABILITY AND SERVICE SCORES OVERALL: PCs
OUTSTANDING GOOD FAIR POOR
DESKTOPS None Dell, EMachines, Compaq, HP None
Gateway, IBM,
independent shops, Sony
NOTEBOOKS None Dell, Gateway, Compaq, HP, None
IBM, Toshiba Sony
RELIABILITY RATINGS(1): PERIPHERALS
OUTSTANDING GOOD FAIR POOR
PRINTERS Samsung Brother, Canon, Dell, Lexmark, Xerox/
Epson, HP Minolta Tektronix
DIGITAL
CAMERAS Sony Canon, Casio, Logitech,
Fujifilm, HP, Panasonic, Polaroid
Kodak, Minolta, Toshiba
Nikon, Olympus
WIRELESS
GATEWAYS None Netgear D-Link, Belkin
Linksys,
Microsoft, SMC
PDAs None Handspring, Casio, Compaq, None
Palm, Sony Dell, HP, Toshiba
(1) Too few reports about users’ service experiences were received to tabulate a combined Reliability and Service rating for many peripherals makers.

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Ramon Ray, Editor & Technology Evangelist, Smallbiztechnology.com . Editor and Founder, Smart Hustle Magazine Full bio at http://www.ramonray.com . Check him out on Google Plus, Twitter or Facebook