Shawn -
If you require technical assistance or information with regard
to your Presario system
That's a CONSUMER system!!! I don't know the content of your message, but the consumer technical support line is there to solve problems with peoples' presarios. That's their only job. They have stacks of people on hold, their goal is to not have those people wait. They certainly don't have the time to try and figure out where customer feedback should go.
Perhaps CPQ should have such a mechanism on their website, or maybe they already do, but Tech Support ain't it.
I am referring in my post to enterprise systems - not consumer or even commercial desktop systems. CPQ has the broadest range of support and system features in this space and their reach will only increase.
I will agree that CPQ has done a less than stellar job with smaller customers - their focus has been fortune 500 and until recently they pretty much ignored small business.
But for the ProLiant line overall, their service record is spectacular - an independent audit of service call logs on ProLiant servers showed that more than 99.95% of service calls are resolved within 30 minutes, and less than 500 service calls annually were not resolved within 8 hours - this from a company that shipped 800,000 ProLiants in 1997.
CPQ will guarantee 99.9% uptime on high-end systems - that amounts to about 8 hours a year of downtime. By comparison, the industry average downtime for NT based servers in the fortune 500 is about 98%, which translates to about 4 hours a WEEK.
Call DELL and see what it will cost to get a 99.9% service guarantee. I did - they don't offer it. How about 99.5%? No. How about 99%? No. Well, the answer is that DELL will not offer any service level guarantees on any of their server systems - they will be glad to sell you a 2 hour response service contract, but absolutely no guarantee on how long a server will be down, or how often it will go down.
I will be glad to go into more detail if you want to understand more about this, but in enterprise systems, the players are CPQ, IBM and HP, and when it comes to NT systems, CPQ is the clear leader both in market share and capability, they do more of that business than IBM and HP combined. |
