Dell's professional laptop users report that support is relatively good at resolving problems, while its home customers say Dell's problem-solving skills are mediocre at best, for example. Similarly, the owners of Compaq and HP business notebooks seem far happier about the reliability of their machines the owners of HP consumer laptops.
Among HP consumer laptop users, 11.4% had a problem with a core component, such as the CPU, RAM, or hard drive, while only 7.2% of HP business customers did. (The industry average was 9.8%.)
Meanwhile, 21.6% of Dell home laptop users report their issue was never resolved by Dell support, a problem affecting only 13.6 of the company's business notebook customers. In Dell's defense, however, both of its home and business component-problem scores are better than the industry standard of 23.4%.
Click on the chart thumbnail at left to see our survey's findings on laptop reliability, by brand. For more on the measures used in the chart and the survey methodology, see "The Tech Brands You Can Trust."
After reading this article, you may want to jump to PCWorld's Facebook page, where readers can add their own stories of product reliability and vendor service.