Susanne -
CPQ, Gateway, Dell, HP - all have their share of service horror stories. As I pointed out previously, CPQ sold 14 million computers last year. If one customer out of 10,000 had a bad experience, that would still create a pretty ugly list.
If you check on the various chat boards you will find lots of stories about abuse of customers and poor service for all of the big players. Companies are staffed by people, people sometimes have bad days or make poor decisions. Also, the new CPQ machines with Win98 just hit the shelves, and Win98 was just made available to buyers. The service lines at CPQ are running about 10 times normal volume, mostly from previous presario owners who upgraded to Win98 and had problems.
CPQ service is a long way from perfect but it is good and getting better. They have a high priority on service which they have reinforced by tying customer satisfaction to bonus.
A friend just bought a new presario. He had a problem with the modem. CPQ sent a tech to his house the next day, they replaced the motherboard, and ran diagnostics on the whole system at his house. Remember that for every service satisfaction problem there are on average 1000 people who get good or exceptional service. Maybe not good enough, but hardly a disaster. |
