DK wrote:
Reginald P. Smithers III, Esq. wrote:
Since I will be purchasing two new laptops soon, I have been
researching them. I found a very informative article in ComputerWorld.

It appears I am not the only one who has noticed Dell's quality and
customer service has gone down the crapper.

Apple led the five vendors with a score of 347, followed by Lenovo/IBM
(236), HP (126), Gateway (103) and Dell (94).

"Apple's score tells me that it has both great quality control and
great support in place," said Milman. "And that Apple is taking care
of its customers though its internal support channel." Unlike the
other four vendors, Apple has its own retail chain, whose stores are
manned with customer support personnel, dubbed Apple Geniuses.

Dell, on the other hand, is now at the bottom of Rescuecom's scoring
system, having slipped from last year's fourth place to fifth this
year. "Dell faces some challenges to deliver quality products and
quality services," said Milman. "The probability is certainly higher
that a customer will have problems with a Dell than with an HP or a
Lenovo [computer]."

Dell has had problems meeting customer demand for some laptops, and
has seen its once high-flying service and support reputation drop. In
August, for instance, the American Customer Satisfaction Index (ASCI),
a barometer of customer satisfaction produced at the University of
Michigan, pegged Dell's score as down four points from the previous year.

"Dell isn't going anywhere," said Milman. "They still have good
machines. But over the long run, you're more likely to have a problem
with Dell."



http://www.computerworld.com/action/...618&sr=hotnews



I have two Sony Vaio laptops and they have worked flawlessly. It's odd
that there's no mention of them or Toshiba in the article. It looks
like the author is pumping Macs. Maybe he got a few "free" samples and
a trip to Tahiti?

Actually it was all based upon the number of people who called into
http://www.rescuecom.com/ looking for help and the "American Customer
Satisfaction Index (ASCI), a barometer of customer satisfaction produced
at the University of Michigan, pegged Dell's score as down four points
from the previous year. he was just reporting the info", and not making
an editorial comment.

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