MacBooks Top Consumer Reports Survey in Reliability and Customer Satisfaction

retina_macbook_elcap_roundup_headerA recent Consumer Reports survey shows that MacBooks continue to lead all notebooks in reliability and customer satisfaction, based on 58,000 subscribers who purchased laptops between 2010 and 2015.

ZDNet reports that almost 20% of the respondents experienced a breakdown in the first three years of using a notebook, but MacBooks had notably lower failure rates compared to various Windows-based notebooks from Acer, Lenovo, Samsung and other OEMs. MacBook Air had just a 7% estimated failure rate, while the MacBook Pro was slightly higher at 9%.
Apple, as in year's past, has the most reliable notebooks by far - a 10 percent breakdown rate in the first 3 years - with Samsung and Gateway distant seconds at 16 percent, and the rest of the industry - including Acer, Lenovo, Toshiba, HP, Dell and Asus, at 18-19 percent.

Windows machines used more than 20 hours a week - average for Windows systems - have a higher break rate. Apple users report using their machines an average of 23 hours a week, 15 percent more. More hours, fewer breakdowns, what's not to like?
The most reliable Windows-based notebooks in the survey were Gateway's NV (13% failure rate) and LT (14%); the Samsung ATIV Book (14%); Lenovo ThinkPads (15%); and the Dell XPS line (15%). HP's premium ENVY line was near the bottom, with a 20% failure rate, while Lenovo's Y Series had the highest failure rate at 23%.

When MacBooks do break, however, the survey found they are often more expensive to fix, which is why purchasing AppleCare is recommended. Apple provides 90 days of complimentary phone and online chat support that can be extended for a total of three years with an AppleCare Protection Plan for Macs at a cost of up to $349.

In terms of customer satisfaction, 71% of MacBook owners were "completely satisfied with system reliability," compared to "only 38% of Windows notebook owners."

The complete survey results are available at Consumer Reports for subscribers only.

Top Rated Comments

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54 months ago
Clearly this is more evidence that Apple is evil and totally controls and manipulates western media with propaganda.

(sorry... been in the forums too much lately) :eek:
Rating: 31 Votes
54 months ago
Put me down as completely satisfied.
Rating: 28 Votes
54 months ago
Rating: 20 Votes
54 months ago
In other news, water is wet.
Rating: 19 Votes
54 months ago

58,000 is a pretty small sample size.

No, it's not. It's a ridiculously large sample size.
Rating: 12 Votes
54 months ago
My 2010 MBP is still going strong and i use it every day. Cheaper PC laptops seem to have a one or two year lifespan and need to be replaced frequently. So much for saving money..
Rating: 10 Votes
54 months ago
The biggest takeaway from that article is that Gateway still exists. o_O
Rating: 10 Votes
54 months ago
I can't hear nothing but praises on the RMBP with El Capitan from my brother. One day I'll get one.
Rating: 7 Votes
54 months ago
But then we have people that come here trolling Apple's laptops for not being feature-rich enough to justify the price, yet Apple's machines are rated the best in reliability and customer satisfaction. :p
Rating: 6 Votes
54 months ago

How can you be satisfied about a computer that overheats like a madman when doing anything remotely CPU heavy with a 480p camera and just one connector?

If you compare it to other ultra portable machines, sure, aluminium beats plastic, but as a product on it's own it's a long way from being any good.

Overheats, or feels hot? There's a big difference. Aluminium displaces heat, so although it may feel hot, the internal components are comparatively cooler. I'd class overheating when a computer shuts down because the CPU reaches the TJ Max, or idles at a high temp.

For all the hate Macs get about heat (such as MBAs reaching ~100C when running graphical intensive stuff), Apple notebooks do have the best thermal design by far in my experience. The only serviced cooling systems I've seen on Macs have been on the 2011 15/17" Radeons.
Rating: 5 Votes

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