1 in 3 Laptops fail over 3 years:
Netbooks fail 20% more than laptops; ASUS & Toshiba the most reliableSynopsis: SquareTrade analyzed failure rates for over 30,000 new laptop computers covered by
SquareTrade Laptop Warranty plans and found that one-third of all laptops will fail within 3 years.

Highlights of the study include:- Looking at the first 3 years of ownership, 31% of laptop owners reported a failure to SquareTrade.
Two-thirds of this failure (20.4%) came from hardware malfunctions, and one-third (10.6%) was
reported as accidental damage.
-Netbooks are projected to have a 20% higher failure rate from hardware malfunctions than more
expensive laptop computers.

-ASUS and Toshiba were the most reliable manufacturers, with fewer than 16% having a
hardware malfunction over 3 years.

Citations and quotations of this paper’s contents require proper attribution to the source at
http://www.squaretrade.com/pages/laptop-reliability-1109/. Commercial use of this paper’s contents areprohibited without prior written consent from SquareTrade, Inc.

For media inquiries, write or call Dan Wire at dan.wire@horngroup.com or (415) 685-3132.

Prepared by:
Austin Sands & Vince Tseng
SquareTrade, Inc.
www.squaretrade.com
Nov. 16, 2009© SquareTrade, Inc. | All Rights Reserved. | www.squaretrade.com

1Introduction: Laptop & Netbook reliability
Many consumers looking to buy electronics for their home and family will be looking at netbook
computers this holiday season. Affordable and convenient, these smaller cousins of the standard laptop
computer are the perfect gift for individuals who are constantly on the go. While early netbook models
typically sacrificed essential functionality and components such as large hard drives and optical drives, by2009 netbooks have achieved a feature-set maturity that has allowed them to fully compete with low-end
notebook computers. Laptops have historically been among the most popular electronics gifts, and thisyear the netbook is especially attractive to shoppers operating on tight budgets looking for an inexpensive
way to replace an aging computer.
In this laptop reliability report, SquareTrade examines the different aspects of laptop and netbook
reliability. We start with an overview of laptop hardware failure rates, as well as failures caused by
accidents. We then compare netbook failure rates to more expensive laptops and evaluate the relative
reliability of several leading laptop brands.
This analysis examines customer reported failure data from a sample of over 30,000 new laptops
purchased by SquareTrade customers over the past three years (see Appendix for sample details).
SquareTrade offers warranty plans that cover accidental damage as well as standard hardware failures,and we consider malfunctions from normal usage (“malfunctions”) separate from accidents (“accidents”)
in our analysis. We refer to “total failure rate” as the sum of failure rates due to malfunctions andaccidents.
Among our conclusions, we find that the average total failure rate of laptops to be 31% over 3 years.
While netbooks appear to malfunction slightly more than laptops, the lack of data on netbooks over a year
old means that the results are far from conclusive. In terms of brands, ASUS & Toshiba stood out as themost reliable manufacturers; while Acer, Gateway & HP had failure rates significantly higher than theaverage.
Now let’s delve into the data and take a look at the numbers.

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1 in 3 laptops fail over 3 years
We first examine the total failure rate of all laptops together. In Figure 1, we show malfunctions,accidents, and the total failure rate:
Figure 1. Malfunctions, accidents, and total laptop failure rates over 3 years.

Laptop 3 year Failure Rates% of Laptops Failing

35%

31.0%
Total Failure Rate30%

Malfunction Rate

25%

Accident Rate

19.7%

20.4%

20%
12.7%

15%
10%7.2%

10.6%

7.0%

4.7%

5%

2.5%

0%
1357911 13 15 17 19 21 23 25 27 29 31 33 35

Months since Item Purchase
The malfunction rate alone exceeds 20% at the 3 year mark. There is also a notable acceleration ofmalfunctions in the second and third years. While fewer than 5% of laptops failed from malfunctions in
the first year, an additional 8% fail in each subsequent year. Accidents cause a further 11% of laptops tobreak over 3 years i , making the total failure rate nearly one-third of all units.
In SquareTrade’s experience, the 31% laptop total failure rate is higher than most consumer electronics.
This comes as no surprise, given that laptops contain far more sophisticated mechanical and delicate
electronic components than most other electronic devices. Keyboards, pointer devices, media drives andhard drives are all mechanical components that increasingly wear out when subjected to heavy use, whilemotherboard circuitry, memory and wireless devices are sensitive to heat and environmental factors.
Given that the typical laptop endures more use and abuse than nearly any other consumer electronicdevice (with the possible exception of cell phones), it is not surprising to see such high failure rates.
We next turn our attention to the relative reliability of Netbooks.

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3One year in – netbooks fail 20% more often than laptops.
We next turn our attention to netbook reliability, relative to that of entry-level and premium laptops. Thereis no exact definition for netbooks, aside from “cheap and light laptops”, and the definition has changed
over the past 18 months as the devices have evolved. For the purposes of this study, we have defined
netbooks as laptops purchased for less than $400, as that has been the traditional retail boundary for
netbooks. We define entry-level laptops as those between $400 and $1000, and premium laptops as
anything purchased for over $1000.
Although first introduced in late 2007 when ASUS released the first Eee PC, netbooks did not sell insignificant volumes until Q4 of 2008, when they began to exceed 10% of the total laptop market ii .
Consequently, we only have 1 year of significant data for netbooks, as shown in Figure 3:
Figure 3. Relative occurrence of laptop malfunctions in the first year.

First Year Malfunction Rates: Netbooks vs. Laptops

Failure Rate

7%6%Netbooks

5%

Entry‐level Laptops

5.8%
4.7%

Premium Laptops

4%

4.2%

3%
2%
1%
0%
123456789101112Months since Item PurchaseWe find 5.8% of netbooks to have a malfunction in the first 12 months, over 20% more than entry-level
laptops and nearly 40% more than premium laptops. Note that this data excludes failures from accidents.
Using our overall 3 year trends shown in Figure 1 as a forecasting guideline, we show a rough estimate of
failure rates at the 3 year mark in Figure 4:© SquareTrade, Inc. | All Rights Reserved. | www.squaretrade.com

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Figure 4. Forecast 3 year malfunction rates, by laptop category.

3‐year Projected Malfunction Rate by Price
30%
25%

25.1%
20.6%
18.1%

20%
15%
10%
5%
0%
Netbooks

Entry‐level Laptops

Premium Laptops

In this rough projection, we expect netbooks to have a 25.1% malfunction rate, entry-level laptops to havea rate of 20.6%, and premium laptops to have the lowest rate at 18.1%.
To many consumers, an extra 1 in 20 chance of having a netbook fail is probably not going to be a deal
breaker, as there are many factors other than reliability that should considered. But it is something tothink about, especially given the lack of concrete data on netbook reliability beyond the first 12 months.

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5ASUS and Toshiba, reliability winners
We next turn our attention to the relative reliability of different laptop manufacturers. Our study data
includes 9 brands with a minimum of 1000 units, which is enough to give us a statistically significant lookat the 2 year failure rates. Figure 5 shows the 3 year forecasted malfunction rates for the 9 brands(excluding accidental damage):
Figure 5. Laptop reliability, by manufacturer.

3 Year Laptop Malfunction Rates by Manufacturer
2 year

3 year projection

30%
25.6%

Malfunction Rate

25%

23.3%

23.5%

Acer

Gateway

21.5%

20%
15.6%

15.7%

Asus

Toshiba

16.8%

17.4%

SonyApple

18.3%

15%
10%
5%
0%
DellLenovo

HPASUS and Toshiba come out on top. With 3 year malfunction rates forecast to be under 16%, laptops
from these two manufacturers are nearly 40% more reliable than Hewlett-Packard, the worst performer inour study. Sony and Apple also performed better than the average.
The industry leader HP, which shipped nearly 16 million laptops in the past year according to IDC iii ,ranked dead last in our reliability study with over one-fourth of laptops expected to malfunction in 3 years.
Gateway and Acer, the #2 maker of laptops, were also nearly as unreliable as HP, with an expectedmalfunction rate of over 23%.

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6Conclusions on laptop reliability
Given the high overall failure rates of laptops and sizeable difference in reliability by brand, reliability
should be a concern for consumers shopping around for the best holiday deals.
While our study found netbook malfunction rates to be trending 20% higher than more expensive laptops,
the variance between manufacturer is far greater and should be a bigger factor in making a buying
decision. ASUS and Toshiba laptops failed just over half as frequently as HP, which makes them a solid
bet in terms of reliability.
Given that netbooks have only really been around in volume for about 12 months, it will be interesting tosee how their reliability plays out over the course of the next 12 months. SquareTrade will continue tomonitor the progress and publish an update of laptop and netbook failure rates in 2010.

© 2009 SquareTrade, Inc. All rights reserved. SquareTrade and the SquareTrade logo are registeredtrademarks of SquareTrade, Inc. All other trademarks and service marks are the property of theirrespective owners.

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Appendix: Notes about the Data and Methodology Used
SquareTrade randomly selected over 30,000 laptop and netbook computers for this analysis. We included
only items that were purchased brand new (i.e. not refurbished or used).
The following disclaimers apply to our data and analysis:-As there is no sharp line that divides the definition of a netbook and laptop computer,SquareTrade has used the price point of under $400 to define the netbook category in thisanalysis.

-Only malfunctions reported directly to SquareTrade are included in the data. Other malfunctions,including software issues handled directly by the retailer, problems associated with productrecalls, and those fixed by software/firmware updates, may not be represented in this data.

-We did not take into consideration purchase location.

Limitations:This document and all of its contents are provided as-is. SquareTrade has made efforts to ensure thatthe data and conclusions we present are correct, but makes no warranty, express or implied, about theaccuracy of this data. If any material errors or inaccuracies should occur in this document, SquareTradewill, if feasible, furnish appropriate correctional notices which Users will accept as the sole and exclusive
remedy at law or in equity. Users of the information in this document acknowledge that SquareTradecannot be held liable for any loss, injury or damage of any kind, present or prospective, including without
limitation any direct, special, incidental or consequential damages (including without limitation lost profits
and loss of damage to goodwill) whether suffered by recipient or third party or from any action or inaction
whether or not negligent, in the compiling or publishing this analysis or in delivering or communicating or
publishing this document.

Referencesi

3 Year laptop accident rates are based on projections from 2 years of accidental damage data using a straight‐line
projection.

ii

See “Consumer Behavior Report: Netbook Trends and Solid State Technology Forecast.” PriceGrabber, January
2009. https://mr.pricegrabber.com/Netbook_Trends_and_SolidState_Technology_January_2009_CBR.pdf

iii

Oct 15, 2009. http://www.allbusiness.com/company‐activities‐management/financial‐performance/13226249‐1.html© SquareTrade, Inc. | All Rights Reserved. | www.squaretrade.com

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