reliability posts

Filed under: Analysis / Opinion, Software, Software Update, Bad Apple, Snow Leopard

It just works. Usually.

by Mel Martin (RSS feed) on Sep 16th, 2009

The latest festival of issues with Snow Leopard alongside a round of people unhappy with the latest iPhone update both suggest that Apple might need to work a little harder on pre-release testing.

One thing Microsoft does rather well is gets a lot of people testing software releases in extended public betas. Of course that didn't go so well for Vista, which was a mess for many people, but it seems to have gone better for Windows 7.

Apple, secretive as always, doesn't get really wide testing of new software builds, and when those updates finally get released there seems to be an ever increasing, ever louder response from customers that things aren't going swimmingly.

Snow Leopard was supposed to be a cleanup of Leopard, but it appears that some people are having lots of issues. In my own case, some fonts were pretty messed up, and Keychain was jumbled pretty badly. The fixes in both cases weren't onerous, but they were nasty enough that it made me wonder how thoroughly the release had been tested. I still don't hear new mail sounds from MobileMe, a problem that has been going on at least since Leopard was released. I'm not alone in this, but not everyone has the problem.

Most of the people I know had flawless upgrades, and of course here at TUAW we are more likely to hear about problems, which is also true of the Apple forums where people are able to report the smallest or the largest bugs.

Therefore, from my perspective it's hard to say for certain if things are slipping away from Apple quality control, but it's starting to look that way. Apple was quick to release 10.6.1, which was a good effort, but it is not quieting down the roar of users who don't think that this latest release of Snow Leopard 'just works.' What's your perception? Does Apple have some work to do?

Tags: bugs, quality control, reliability, Snow Leopard, SnowLeopard

Filed under: Analysis / Opinion, Desktops, Hardware

Apple drops to number two in reliability

by Mike Schramm (RSS feed) on Mar 26th, 2009

RescueCom is a company that provides tech support and help from a 1-800 number, and they've released the latest version of their computer reliability report. This thing is actually pretty well done -- it examines just which brands and makes of computers are getting the most support calls, and then compares it to the average US market share for each brand. For example, if XYZ brand computers are getting a lot of calls, but they're also selling like hotcakes, it won't rate quite as high as ABC brand, which is only selling a few computers, almost all of which are breaking down.

There's bad news, however, for Apple, in this quarter's report: they've fallen to spot number two. For the overall year of 2008, Apple reigned supreme in terms of reliability. But in the first quarter of this year, Asus and IBM's Lenovo have had their numbers rise above -- both of their shares of the US market are smaller than Apple's 6%, according to this report, but Apple's 2% of calls to RescueCom still means Asus and IBM/Lenovo have them beat in overall reliability. Unfortunately, they don't show us the fun side of the chart: HP/Compaq end up in the fifth spot, but their 17.9% of all the calls to RescueCom is only the fifth most reliable, not the worst.

Apple still probably doesn't have too much to worry about -- as Wired notes, these are only quarterly scores, and don't forget that this is the quarter in which many people were still learning how to use their iPhones, iPod touches, and the App Store. But this might be an early sign that as Apple grows, it'll be tougher for them to guarantee reliability in their products.

Tags: apple, asus, computers, lenovo, products, reliability, report, rescuecom, study

Filed under: Analysis / Opinion, Odds and ends, iPhone

SquareTrade Study: iPhones more reliable than BlackBerry, Treo

by Steven Sande (RSS feed) on Nov 8th, 2008

Independent warranty provider SquareTrade has released a report showing that iPhones are more reliable than either BlackBerry or Palm Treo devices.

The report, titled "iPhone More Reliable than BlackBerry, One Year In", analyzes failure rates for more than 15,000 new cell phones covered by SquareTrade warranties. SquareTrade found that after one year of ownership, iPhone owners were half as likely as BlackBerry owners to have a phone failure, and one-third as likely as Treo owners. After 12 months, slightly over 16% of Treo owners had experienced a failure, while just less than 12% of BlackBerry owners had their smartphone die on them. Only 5.6% of iPhone owners had a critical failure.

SquareTrade's report also shows the types of failures most common for the various devices. The iPhone's Achille's Heel appears to be the touchscreen, while other devices saw problems with keyboards, software, and call quality.

When it comes to problems not caused by handset malfunctions, the iPhone is much more prone to accidental damage. 12% of iPhone owners reported failure due to dropping accidents, which SquareTrade attributes to the small size and slippery case of the iPhone.

Apple has made no comment on the report.

Tags: accidental damage, AccidentalDamage, hardware failure, HardwareFailure, iphone, reliability, squaretrade

Filed under: Multimedia, Software, Software Update, Apple

Final Cut Server Update 1.1

by Cory Bohon (RSS feed) on Jun 26th, 2008

In addition to the Pro Applications update tonight, Apple also issued an update for Final Cut Server. Final Cut Server 1.1 address "issues with the check in/check out process for Final Cut Pro projects." In addition, double-byte character sets are now fixed and overall reliability has improved. Apple is recommending this update for all Final Cut Server 1.0 users.

You can download this update by opening Software Update (choosing Software Update from the Apple menu) or by downloading the installer package from the Apple Downloads Website. You can find detailed information about this update by visiting the Final Cut Server release notes page.

Tags: Apple, Final Cut Server, Final Cut Server 1.1, FinalCutServer, FinalCutServer1.1, reliability, software update, SoftwareUpdate, tweet-this

Filed under: Hardware, iBook, PowerBook

Apple notebook reliability study, courtesy of Macintouch

by David Chartier (RSS feed) on Jan 3rd, 2006

MacInTouch has released a comprehensive, in-depth report on the reliability of Apple's portables throughout the years. They apparently logged over 10,000 notebooks from 41 models, covering the gamut from iBook G3's to the latest Aluminum PowerBook family (basically anything that can handle OS X), as well as thousands of reader comments. Their survey included what years a notebook had to be repaired, how many times or if something broke down and the owner simply decided to deal with the situation, such as an optical drive they no longer need.

Their results are very well summarized and broken down into groups such as most/fewest repairs and most common failures from specific models. MacInTouch also tackled the ever-prevelant topic of Applecare, asking whether those surveyed purchased it, if they felt it was worth the money or if they went with an outside insurance plan (like myself) that covers hardware defects as well as accidents.

I'd like to spoil the results, but I honestly feel they did one heckuva job here and would hate to ruin all their hard work. Swing on by and check out everything they put together, and scroll to the bottom for the cliff notes.

[via MacSlash]

Tags: applecare, ibook, powerbook, reliability, review

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