PC service gets worse and worse
Hardware is more reliable
Major PC companies are taking longer to resolve issues (if at all), telephone techies are less clued up on their goods, and users have to hold longer than ever to get through to them.
This is the conclusion of an IDG.net user survey, which added that service has deteriorated on every measure polled.
The survey tracked reliability and service for all major vendors in three categories: work PCs; home PCs; and notebooks.
Compaq is one of the biggest losers, although all the major brands got worse. Dell, previously the shining knight of service in this survey, lost much of its lead. It slipped to 'good' in all three sectors to be par with HP and IBM in the work category and IBM in notebooks.
None of the vendors achieved an 'outstanding' rating in any category, although both Compaq and Emachines were rated as 'poor' for home PCs.
On the plus side, PCs are becoming more reliable, with users encountering fewer problems than ever before and people are generally satisfied with the reliability of their desktops and laptops.
There were 27,000 respondents to the survey. ®