You sentiment is supported by other users: ZDNET Pc Magazine rates PC companies
Ratings were based on user submissions. Users were asked to comment on
system's reliability, technical support, and other similar issues.
The only A among notebook vendors is Dell. Dell's sweep--all above-average scores--is a major improvement from last year's B. At that time, Dell's only above-average score was for satisfaction with reliability; all others were average.
FIVE NOTEBOOK B'S
After A's in two consecutive surveys, Toshiba drops to a B. Its only above-average score is for satisfaction with reliability. Many users have cited problems in getting repair parts quickly, but Toshiba says that parts availability is up significantly and that its defective-parts return rate is down 30 percent in the past year. HP and IBM earn their third B in a row, while NEC earns its fifth in a row.
Micron makes its debut in the notebook category and chalks up a strong B. The vendor gets above-average scores on all measures except recent repairs. But respondents who have used Micron's tech support are among the most satisfied in the survey: 68 percent said the tech-support rep was knowledgeable, 64 percent said the person was very helpful, and 64 percent said their problems were resolved promptly. These percentages were well above average.
MIDDLE OF THE PACK
Three notable vendors have dropped to C's by receiving average scores on all measures. Apple falls to a C because of an average recent-repairs score. Gateway earns a C because of an average score for satisfaction with technical support. Compaq earns a C after six consecutive A's: Its scores on all questions are average. Last December, Compaq announced a voluntary worldwide recall of certain AC adapters for the Armada 4100 because of the potential for electrical shock. The notebook itself was not recalled, so it is hard to say whether the recall had any negative effect on consumer satisfaction.
WinBook Computer Corp., appearing for the second time, receives its second C. The company garners average scores on all four measures.
FIVE D'S, NO E'S
Acer and Texas Instruments both receive a grade of D. For Acer, this is a fall from a C; TI remains steady at a D. This year, Acer acquired Texas Instruments' notebook business. (TI products will still be available under the TI brand name for at least the next year.) Acer's rating for satisfaction with technical support has fallen from average to below average, so the addition of TI's service facility in Texas and the 100-plus staff members may help improve this situation.
For the second survey in a row, AST receives average scores on all measures except satisfaction with reliability, where its score is below average. ZDS does worse this year: It emerges below average on every measure except recent repairs. ZEOS has a D again.
There are no E's.
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