• Failed component (laptops and desktop PCs):Based on the percentage of survey respondents who reported replacing one or more original components because they had failed.

• Core component problem (laptops and desktop PCs):Based on the percentage of survey respondents who reported problems with the processor, motherboard, power supply, hard drive, system memory, or graphics board/chip at any time during the life of their laptop or desktop PC.

• Severe problems (printers, cameras, routers, and MP3 players): Based on the percentage of survey respondents who reported a problem that rendered their device impossible to use.

• Ease of use (printers, cameras, routers, and MP3 players):Based on the percentage of survey respondents who rated their device as extremely or very easy to use.

Service Measures