Compaq notebook quality is still failing to meet customers? requirements, a damning customer satisfaction survey has shown this week.
US based Technology Business Research (TBR) stated in its survey that although Compaq had improved on price/performance and delivery time for its notebooks last year, they are still underperforming for both overall quality and long term reliability.
Compaq has previously faced criticism for quality when it was placed last in a table of customer satisfaction compiled by another research company, Sherwood.
In mid 1997 Compaq laptops were placed on Gartner Group's highly influential Problem Watch report because of quality problems, causing major ructions inside Compaq.
In this latest report TBR said that Toshiba also scored badly for repair time, technical support response and price/performance.
In addition, IBM, Dell, Compaq and Toshiba all show a weakness in their ability to deliver new notebooks in a timely manner, according to TBR.
The report, which was conducted with 300 Fortune 1000 IT managers in the US ranked customer satisfaction with vendor?s offerings across notebooks, desktops and Intel server ranges.
Dell was ranked top across all three form factors and IBM ranked particularly highly for Intel server satisfaction.
Compaq was also criticised for major support problems in the Intel server arena. When questioned, respondents said they had experienced difficulties with availability of parts, missed rollout dates, poor and slow technical support, problems in contacting the company and support staff lacking in expertise.
TBR primary research manager Julie Perron said this was one of the main reasons Compaq were losing customers to rival Dell.
?In fact, we found that of all the companies we questioned, almost all those that had switched vendors in the last 12 months, had changed from Compaq to Dell.?
According to the latest figures from IDC, Compaq lost four points of PC server market share, most likely to Dell in 1998.
Andy Brown, research analyst and PC market tracker at IDC commented: "Service and support is fundamental in PC servers. Compaq has admitted that they do see this as a problem and it is an area they need to act on.?
?Enterprise clients do see Dell as more reliable and this worries Compaq. Our figures show that Dell are experiencing a greater rate of growth than Dell although Compaq does still hold the greatest market share. However, without their acquisition of Digital, Compaq would be dead and buried,? he added.
Compaq failed to comment on the report.
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