I'm not a big fan of surveys, so I don't quote them often. But a recent Consumer Reports survey about PC manufacturers listed Apple as No. 1 in tech support, with Lenovo second, Dell third, and HP dead last. I should also say that Dell came in second in desktops.
I thought the headline should be "Survey says leading PC maker HP dead last in tech support." But that's not what happened. The media hailed Apple, trashed Dell, and gave HP a pass.
Horror stories about Dell's support are all over the blogosphere. Why is that? I mean, why does the media give Dell such a hard time?
Because perception is reality. But aside from being a pithy statement, what does that really mean? ... Read more
Compaq Portable II, c. 1986
(Credit: Oldcomputers.net)Believe it or not, my high-tech career began using punch cards and card readers to enter data into an IBM mainframe computer. When we got keyboards and monitors, we used them to enter what we called "card images."
As a chip designer in the '80s, I used GE Calma, Apollo, Daisy, Valid, and Mentor workstations. I had to know a whole smorgasbord of platforms and operating systems. I don't know how I did it. Guess I had a lot more brain cells back then.
... Read more
I used to think customer service and technical support were givens: you either did it well or failed in business. After all, if you don't support your customers, what have you got?
Now I'm not so sure. The multiyear trend of outsourcing service calls--primarily to India--seems to have consumers endlessly frustrated. The big question is: does it matter?
Conventional wisdom says we're frustrated because American jobs are being outsourced. But anecdotal evidence from my own personal focus group suggests that we may have gotten over the outsourcing thing, only to hit a snag on the support itself not being up to snuff. ... Read more
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