I had recently recieved an email from
someone who claims that they
were affiliated with Compaq. This person must have read the information
that I had posted on your site.
I have attached the email and my response.
The email was sent by "Linda Blair" Whineywhine@hotmail.com
Linda-
My background is in the area of technical support and I am incensed by your
response. I don't consider you to be "top notch". I have worked with
customers who were difficult and had problems with the products that I was
supporting- I WOULD NEVER CONSIDER BERATING THEM WITH AN ESSENTIALLY
ANONYMOUS EMAIL. That's not right, and it shows a lack of respect for the
person who literally pays your salary. I have made official complaints
with Compaq, and have requested to have a supervisor call me, and no one
ever has. The only way that I had to manifest my grievance was on the
compaqsucks website. I am an MCP, two classes shy of an MCSE, and have a
BSEc in Managmenent Information Systems from the University of
Pennsylvania, so I wouldn't call myself stupid. The only people who could
possibly be called stupid in my office are the ones who unwittingly
purchased Compaqs.
My problem with Compaq is not with parts- it's with having to pay for
service to get parts- Gateway will send me parts directly, Dell will send
me parts directly, but Compaq wants me to pay $90 in service changes to get
a hard drive installed. I have been very happy with Dell, Gateway, and IBM
Thinkpads, and have recommended them to several friends. I have had two run
ins with Compaq's so called service department in the past two years, the
one I previously mentioned, as well as hearing a "top notch" Compaq tech
berate one of our techs ( who had more experience then me even) insisting
that Media Pilot was a default part of a Windows 95 installation.
You should be ashamed of an 80% repair rate. That means that 1 in 5 people
that call you don't get repairs.
Paul Misner
Technical Sales Engineer
========================================
From: "linda blair" <whineywhine@hotmail.com>
To: Internet Mail::[pmisner@home.com]
Subject: whine
Date: 12/10/98 11:58 AM
AS a top notch compaq tech, I have discovered that about 80% of
all calls are related to the fact that most people who buy
computers are STUPID. And you bunch of whiners are no different.
If there is actually a hardware problem we will diaganose then
replace the part. But, most people pile in lots of untested s
oftware or install a diskette with a virus or plug in 2 or 3
devices that may or may not be compatible and we have to then
try to determine if its the software or the users ineptness
thats causing the computer to misbehave.
The fact is that I fix completely about 80% of every call that
comes in.If the power supply is bad or some other part, well
that needs replacing and no amount of talking will get that working.
On average, we have the same number of parts that need to be replaced
as any other computer maker. And we are there 24/7 to either make
it work or fix the reason it won't period... and we do it very well
I doubt that you bunch would have been happy with any brand of computer
regardless of who made it!
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