Our survey answers show up-and-down answer for many printer producers. Samsung got high marks for its printers’ reliability and copy velocity, but bad ones for picture and graphics printing quality. Participating readers esteemed Xerox for its devices’ printing speed and network connectivity, but bashed it for their bad reliability. Just Canon, Brother, and Epson had particularly powerful showings in both reliability and characteristic satisfaction; and of those 3, Just Canon too graded high in service and support.


Highlighted in the 3 charts under are our survey participants' ratings of desktop computer producers in 3 general places: reliability, characteristics, and service/support. These answers are drawn from our 2011 Reliability and Service survey of few 63,000 PCWorld readers. The other product categories covered in this survey were desktop computers, laptop computers, tablets, digital cameras, HDTVs, and smart phones. For a closer appear at the methodology we utilized in our survey to gauge producer reliability and customer satisfaction, see "Reliability and Satisfaction: What the Measures Mean."

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More than any other graph derived from our 2011 R&S survey, the one for printer reliability states a story of extremes, with almost no middle ground. Three producers went a exact four for four on the positive side, and a third (Epson) went 3 for 4. Then there was a vast dropoff to Xerox, which totted up average marks on 2 measures and negatives on 2 others. The staying 5 companies we charted finished bad than average on 3 of the 4 reliability measures. How did Epson handle to rate excellent than average on "trouble on arrival," "any important trouble," and "various problem," and now reap only an average mark for "entire satisfaction with reliability"? It is a perplexing question.


The answers on our printer characteristic measures depict crests and by for various producers. Brother and Canon had the biggest number of positive scores--six out of 9--but every too suffered a setback on one measure, which permitted Epson to cope with them on net positives through carding 5 excellent-than-average marks and 4 average marks. Xerox deserves recognition for its solid showing, also: better-than-average ratings for "network connectivity," "printing velocity," and "text quality," with no subpar scores.