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COMPAQ ANNOUNCES COMPAQCARE SUPPORT PROGRAM

 COMPAQ ANNOUNCES COMPAQCARE SUPPORT PROGRAM
 EDITOR'S SUMMARY
 Compaq announces:
 -- CompaqCare
 -- On-site limited warranty standard with purchase of all COMPAQ
 hardware products
 -- New and enhanced customer support programs
 HOUSTON, May 4 /PRNewswire/ -- Delivering on its commitment to lead the industry in customer support and satisfaction, Compaq Computer Corporation (NYSE: CPQ) today announced CompaqCare, one of the most comprehensive customer service and support packages available.
 Under the new CompaqCare program umbrella, Compaq offers customers a broad range of standard and fee-based service and support options. For customers in North America, this now includes one year on-site limited warranty service, covering parts and labor, free with the purchase of all hardware products that Compaq manufactures.
 With the introduction of CompaqCare, Compaq also rolled out several new and enhanced programs for technical support, electronic access, hotline support, customer training and self-maintainers.
 "Today's announcements coupled with all the customer support programs we have initiated over the last twelve months have totally removed any perceived advantage others may have had in the marketplace," said Gus Kolias, who was appointed today to Vice President, Customer Service and Training, Compaq Computer Corporation (see separate release). "Customer satisfaction is our top corporate priority, and today we have a customer support package that is unmatched in the industry."
 "There is a big difference between just marketing your products to customers through a toll-free number, and actually putting in place intelligent networked systems staffed by a corps of highly trained technical people. In fact, we have more engineers at Compaq to support our customers than some competitors have in their entire companies," Kolias added. Highlights of Compaq's New Support Programs:
 NEW ON-SITE WARRANTY -- The new on-site limited warranty provides customers with second business-day repair at their location by participating authorized service providers. Many of the service providers also offer same-day repair service options. To obtain on- site warranty service, customers simply call their local authorized service provider (reseller or third-party maintainer), or the Compaq Customer Support Center (800-345-1518) to request service. Customers who already own COMPAQ products still under the original manufacturer's warranty can upgrade each product to the new on-site warranty through Compaq for $39 (U.S. dollars).
 ADVANCED NETWORK SUPPORT AGREEMENT -- Customers may now purchase this option for advanced levels of technical expertise in the configuration, installation and ongoing operation of local area networks. The new agreement, which replaces the Telephone Support Agreement, is designed for LAN administrators and support people who use COMPAQ platforms running operating systems from Banyan, Microsoft, Novell and The Santa Cruz Operation (SCO). The agreement provides assigned Compaq technical teams and priority problem escalation and issues resolution.
 COMPAQ ON COMPUSERVE -- Beginning in mid-May, Compaq will offer a technical forum on CompuServe that gives subscribers electronic access to Compaq engineers who will be actively involved in addressing technical questions. CompuServe, available 24 hours a day, also enables customers to exchange information and receive Compaq technical documents, software solutions and software drivers.
 COMPAQ PAQFax -- Customers can now call the Compaq Customer Support Center 24 hours a day, seven days a week to receive specific product information
through PAQFax, the Compaq Automated Facsimile (FAX) Response System. Via FAX machine, customers can receive COMPAQ product brochures, technical specifications, and other product specific documents free-of-charge.
 A SMART HOTLINE -- Technical personnel in Compaq's Customer Support Center now use SMART (Support Management Automated Reasoning Technology) to ensure fast, consistent, accurate and high quality responses to Compaq and non-Compaq product-related problems. This Compaq proprietary artificial intelligence system is designed to streamline the troubleshooting process by capturing the knowledge and experience of individual technical experts and making it widely available. Technical support personnel resolve 95 percent of all calls in under 10 minutes.
 END USER TRAINING -- Compaq formalized its plans for customers to attend its training courses to increase technical skills and integration expertise. The hands-on training classes cover everything from specific COMPAQ products to LAN and network systems integration. Courses are held at Compaq regional office locations throughout North America.
 ENHANCED SELF MAINTAINER PROGRAM -- Compaq enhanced its service offerings to customers who have in-house maintenance staffs. Depending on their needs, self maintainers now have a variety of service program options available from Compaq.
 Compaq Computer Corporation is a world leader in the manufacture of PC systems, and desktop, portable, laptop and notebook personal computers. Founded in 1982, the Company reported 1991 worldwide revenues of $3.3 billion.
 COMPAQ products are sold and/or supported in more than 69 countries through a network of more than 3,600 Compaq Marketing Partners, including authorized dealers (superstores, chains, and franchisees), specialized dealers, value added resellers (VARs), distributors, network integrators, systems integrators and authorized third party maintainers.
 COMPAQ is a registered trademark (Registered U.S. Patent and Trademark Office) of Compaq Computer Corporation.
 -0- 5/4/92
 /CONTACT: Mike Berman, Compaq Computer Corporation, 713-374-2510; or Tony Sapienza of Miller Communications, 617-536-0470; or electronic media, Tom Pearson of Pearson Communications, 215-644-4420/
 (CPQ) CO: Compaq Computer Corporation ST: Texas IN: CPR SU:


DH -- NE004 -- 5827 05/04/92 08:30 EDT
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No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 1992 Gale, Cengage Learning. All rights reserved.

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Publication:PR Newswire
Date:May 4, 1992
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