He has used Compaq systems at work and for personal use since 1992, but has been unhappy with the vendor's recent support of all of his PCs. In the past I was able to call and get real people with access to lab equipment, and not be charged. Now, I get charged to talk to somebody that tells me they don't support that use of the equipment. Toshiba America Information Systems Inc., which used to rank high, has also lost ground because its post-sales support is lacking. Customers have started to turn away.
Users say the company boasts a good customer service program.
To enhance its efforts, 3Com recently launched a new service for enterprise customers to help them assess where and how handhelds could streamline their business. According to several users, the online help is generally all they need to solve most problems. All residents at the school use the handheld devices to record patient information. What it comes down to is customers need assistance before they buy their systems to help them make the best purchasing decisions possible. Valle Dwight, based in Northampton, Mass., is a contributing editor to FamilyPC magazine.