Are Asus laptops of poor quality

Notebook customer barometer 2017: The buyers are so satisfied

The notebook has long outstripped the PC in Germany, as the Federal Statistical Office has established. A mobile computer was used in 95 out of 100 German households in 2016, and a stationary PC was used in only 61.5. Notebooks are widespread - but what about the quality of the devices? Which notebook manufacturer offers the most, who is ahead in terms of service and with which manufacturer are the users particularly satisfied? We examined these and other questions as part of a large-scale customer survey. We bring light to the notebook jungle.

How good is the service?

You actually don't want to have anything to do with customer service. And yet contact is sometimes unavoidable, for example because the device no longer starts or something is wrong with the delivery. That is the time when the service has to prove its quality and convince with good, precise assistance. That was one of the focal points of our survey.

When we saw the results, the surprise came: Apple users had to make use of customer service particularly frequently: after all, almost half of the Apple users surveyed needed the help of the service team. No other manufacturer came close to a high rate. Dell was clearly behind Apple with a good 35 percent, while not even 20 percent of all Lenovo or Acer customers had to contact customer service.

According to our survey, Dell, Apple and HP have particularly friendly service employees. 93 percent of Dell users found that good or very good, with Apple and HP it was 92.

Apple employees also gave the answers with the highest quality (94 percent very good and good), but the hotlines from Dell (93 percent) and HP (92 percent) were also quite convincing. Samsung disappointed in this category and is clearly in last place with only 78 percent for the quality of the answers.

If a repair was necessary, the workshops of Toshiba (100 percent very satisfied and satisfied!), HP (95 percent) and Medion (94 percent) removed the damage overall best, with Asus customers (77 percent) the satisfaction was in this sector is far lower. The repair process, however, caused annoyance especially among Asus and Lenovo customers (67 and 77 percent), it worked far better at Toshiba (again 100 percent) and Samsung (93 percent). The bottom line is that HP has the best customer service (86.0), closely followed by Apple (85.5) and Toshiba (83.1). HP did not allow itself to blunder, Apple, on the other hand, impressed with its excellent support (which is also often needed), while there is clear potential for improvement in the repair process. Asus offers by far the weakest customer service (72.8). This manufacturer cannot convince either with support or with the repair itself.

Which manufacturer delivers the best quality?

Things like the packaging, the performance and the speed of the notebook, the workmanship and the quality of the display all flow into the overall result of this category. The main criterion, however, is whether the respondents' devices needed repairs. The Medion notebooks turned out to be particularly in need of repair. About 23 percent of all devices from this manufacturer had to be repaired at some point.

Apple landed in second place, which is surprising again in view of the high price of these devices. Over 20 percent of users had their Apple notebooks repaired. Dell and Samsung follow far behind with less than 15 percent, and Acer builds the most reliable notebooks. The Taiwanese have an exceptionally low repair rate of just eight percent.

As expected, Apple delivers by far the best packaging: around 93 percent of Apple buyers rated it very good or good. Apple is also ahead in terms of performance and speed. 91 percent of Apple users rate the performance and speed of their notebooks as very good or good, 82 percent of Dell users and 77 percent of HP notebook buyers do the same. Medion had the lowest rate with 60 percent. A similar picture emerges with the processing quality. Here, too, Apple dominates with 95 percent very good or good ratings. Dell follows in second place with 93 percent, while HP has to be content with last place with a rate of 82 percent.

When it comes to the quality of the display, Dell and Apple are at the top: 93 percent of the users of these companies gave the display a very good or good rating. The Medion buyers were again the least satisfied, as only 80 percent gave the display a very good or good rating.

There remains one very important question, namely the reliability of one's own notebook. After all, what use is a fast computer if it doesn't work reliably? And here Dell clearly dominates: Over 79 percent of Dell buyers consider their own notebook to be reliable. This is followed by a broad midfield with values ​​around 75 percent, consisting of Acer, Asus, Toshiba and Lenovo. HP achieved a rate of 71 percent. The result from Apple is disappointing: Only 69 percent of users would describe their Macbook as reliable, which is confirmed by the high repair rate. Just behind Apple, Medion and Samsung cross the finish line with a value of 68 percent.

The bottom line is that Dell wins the product quality category due to its high level of reliability. Just behind in second place is Apple, which missed the win due to its disappointing reliability. After Acer in third place, there is a broad midfield consisting of Asus, HP, Lenovo, Samsung and Toshiba. Medion is far behind and crosses the finish line last.

How do the participants rate the image of a manufacturer?

In this category, we asked buyers about their image, price-performance ratio, recommendation and general satisfaction. When it comes to image, Dell is clearly ahead: over 97 percent of Dell buyers consider the brand's image to be very good or good. Apple and HP follow in second and third place with values ​​of 96 and 92 percent, respectively. Medion buyers attest the weakest image to their notebooks. Only 71 percent think the Medion image is very good or good.

The wind is completely turning when it comes to the price-performance ratio. 88 percent of Samsung buyers, 86 percent of Dell customers and 84 percent of Medion users each consider this to be very good or good. At the bottom is Apple with 72 percent. 88 percent of Apple users would recommend the manufacturer to buy. Dell follows closely behind with 86 percent, Samsung achieves a good 82 percent. Medion has the lowest recommendation rate with 66 percent.

And the winner of the notebook customer barometer is ...

It was a tough three-way battle that HP (83.9) won, just ahead of Apple (83.8) and Dell (83.5). The values ​​are very close together. HP was particularly convincing in terms of customer service and customer satisfaction; this manufacturer hardly made any major mistakes. In the end, the latter cost Apple the overall victory, mainly because repairs were required more often than average for devices from this manufacturer or customer service had to be used. This is also reflected in the poor price-performance ratio. We were all the more astonished that Apple buyers are so convinced of the brand's image.

Acer, Lenovo, Samsung and Toshiba form the broad midfield. Asus only ranks second to last because of the unsatisfactory customer service. Last beaten is Medion. The main problem here is the product quality and, associated with it, the satisfaction of buyers with their Medion notebooks in general. After all, the image perception is correct with Medion customers.

Our test procedure

A total of 1322 people were interviewed as part of our extensive online survey, which we carried out together with the research institute Research Now, all of them proud owners of notebooks. After evaluating all the answers, three seals were awarded: one for service, one for product quality and one for the overall result. The latter is calculated to a third from the individual results of service and quality as well as from questions about general satisfaction.

Most of the questions the respondents had five possible answers (e.g. very satisfied, satisfied, partly, less satisfied, not at all satisfied). Here we rated the first two in total.

Note: We corrected a mistake in the paragraph about the processing quality: Dell is in second place here with 93 percent. (11.8.2017).

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