Computer service from notebook manufacturers often inadequate
Computer service from notebook manufacturers often inadequate
Notebook manufacturers have a lot to be desired for service consumers. According to a recent study provide only 15 percent of surveyed manufacturers to customers with problems really good service.
Hamburg (dpa) – Notebook manufacturers have a lot to be desired for service consumers. According to a recent study provide only 15 percent of surveyed manufacturers to customers with problems really good service.
Deficits were particularly evident in the phone contact, but also in the e-mail communications just problems. For the results presented on Thursday, the German Institute for Service Quality (DISQ) on behalf of the channel n-tv put the service out of 14 notebook manufacturers under the microscope.
The staff of the hotlines were indeed convinced with their technical know-how, every fifth advice had been, however, unstructured and incomplete. The needs of the customers had been recorded only rarely. More than half the calls the caller would have to ask yourself a lot of information difficult.
For inquiries by e-mail there was on every sixth no response in one third, the questions have been answered only partially. "Sometimes the messages contained only a link with the link to the homepage of the computer manufacturer," said Mark Hamer, managing director of the DISQ. And some manufacturers, customers had to wait an average of five days for a response.
The best service to both the Phoneor via e-mail according to the study of electronics manufacturer Samsung has commanded. In second place was Fujitsu, which scored well with its informative website, followed by Sony on the phone with a distinctive quality service. had for the study, n the TV station where tv in order, the service was tested by 14 computer manufacturers with the help of 434 potential contacts and ten covert inquiries by phone and e-mail.
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