IBM Service and Support Finishes First in PC World Poll

Flagship PC Support Outweighs Dell, HP

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RESEARCH TRIANGLE PARK, NC - 19 Nov 2003: IBM ThinkPad notebooks and ThinkCentre desktops outscored competitors on PC World's annual "PC Service and Reliability" reader's survey, available in its December 2003 edition. IBM was the only provider with "good" ratings in all major desktop and notebook categories, beating Dell, HP and Gateway.

The report showed IBM customers can expect fewer problems upon arrival and during the life of the PC, and can be assured 15 percent shorter hold-time than competitors, 25 percent faster resolution of problems and more intelligent tech support. IBM notebooks earned "good" ratings in the category "Satisfaction with Service" and "outstanding" ratings in "Knowledgeable Tech Support" and "Sincere Effort by Techs."

"In the ownership experience, service and support are fundamental to user satisfaction," said Bill Owens, vice president, service and support, IBM Personal Computing Division. "IBM's focus in service and support goes far beyond individual help desk calls, extending to the overall lifecycle of the personal computer and the reduction of long-term ownership costs."

Until recently, IBM had used multiple call center locations to route tech support. Earlier this year, however, it consolidated notebook and desktop representatives to Atlanta, Ga., to handle support for all U.S. products. "Consolidating our services in one center greatly reduces hold times and streamlines training," said Owens.

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