Compaq Revolutionizes Technical Support with Built-In Technician for Presario Customers; New eService Tool Enables PCs To Diagnose and Repair Themselves at the Touch of a Button.

HOUSTON--(BUSINESS WIRE)--Sept. 28, 1999--

In its latest move to offer consumers leading service and support, Compaq Computer Corporation (NYSE: CPQ) today unveiled the Compaq Built-In Technician for Presario customers. The newest addition to the Extra Mile eService Program, this new tool, powered by technology from Motive Communications, automatically diagnoses and repairs PCs. By simply pressing a special button on the keyboard, consumers are quickly and easily taken through a convenient and automatic process that enables a PC to help fix itself. The Built-In Technician will be available early next month for new Presario Internet PC customers.

Compaq today also unveiled another eService tool called Ask Compaq, a natural language search engine that allows consumers to ask questions about their PCs without needing to know computer jargon or technical terms. By simply typing in a question such as "How do I upgrade my memory," consumers get easy-to-understand answers quickly. Ask Compaq is powered by Ask Jeeves technology and will be available early next month.

"Because first-rate service and support is key to overall customer satisfaction, Compaq has continued to develop innovative and easy-to-use tools for our Presario products," said Mike Larson, Senior Vice President and General Manager, Consumer Products Group, Compaq Computer Corporation. "Today, we are not only revolutionizing our service and support program, but offering a feature that will truly make Compaq Presario PCs at retail stand out above the crowd."

How The Built-In Technician Works

By simply touching a button on the keyboard, the Compaq Built-In Technician quickly and easily takes the consumer through a convenient and automated process for diagnosing and resolving problems.

Designed to be fast, efficient and effective, the Compaq Built-In Technician features a friendly, electronic-based service representative named "Al." The customer does not have to answer in-depth technical questions or perform complex instructions. Al diagnoses the problem, asks the customer for permission to automatically fix it, and proceeds with the repair once approval is provided. Al first attempts to find a fix from his "toolbox" on the PC's local hard drive and if this is unsuccessful, then asks the customer to expand the search on the Web, where Al has a much larger "toolbox" - or database of information - to draw from. When necessary, Al also electronically escalates a request for support to a Compaq technician who will "own" a customer's inquiry until the problem is solved.

Al sends the support technician a complete electronic record of the steps that have been taken so that the customer does not have to hunt manually for details about the configuration of the PC, explain difficult technical problems, repeat any steps already taken, or initiate a new call to the customer call center.

Compaq's Built-In Technician is powered by technology from Motive Communications, the emerging industry leader in software for e-support. Compaq is combining two products from Motive - Motive Solo for self-service and Motive Duet for electronically-assisted service.

"Motive is delighted to be a key enabler of Compaq's strategy to provide a groundbreaking e-support offering to its consumers," said Scott Harmon, co-founder and CEO of Motive. "By taking an enlightened approach to customer service, Compaq is positioning itself to establish a lifetime relationship with its customers - a clear step beyond the traditional approach of re-acquiring customers one at a time by selling the latest hardware."

Other Innovative eService Tools Enhance Customer Support

Experience

The new Ask Compaq search tool allows customers to quickly and easily obtain answers to commonly asked and complex questions about PCs and service issues. Using information obtained from Compaq's robust knowledge databases, Ask Compaq can provide fast and relevant suggestions for problem resolution. Customers also will be able to perform advanced troubleshooting steps by using Compaq's Advantage KBS knowledge-management system. In addition to the new electronic tools announced today, Compaq also provides other state-of-the art electronic service and support offerings.

-- The Compaq Service Connection proactively sends out free software

updates to customers to maximize their PC performance. Since

launching the Compaq Service Connection in June 1998, Compaq has

sent more than 13 million software and performance updates over

the Web to Presario customers around the world.

-- Additionally, Compaq has been providing personal online

assistance through the Compaq Support Forum, where customers can

email questions to a Compaq technician or exchange information

with other Presario customers.

-- With Carbon Copy, Compaq technicians can connect to a customer's

PC, remotely diagnose and resolve technical difficulties and

provide customers advice at the same time. This innovative

technology, which resolves 97 percent of customer inquiries

during the first call, allows customers to follow along with the

steps being taken by the technician and ask questions or stop the

session at any time.

-- The MyPresario Web site provides customers with easy access,

through the touch of a keyboard button, to relevant technical

information that is specific to their Presario model, as well as

quick access to the latest software updates. Customers also can

browse through online documentation and participate in

interactive tutorials that will teach them how to use their

Presario PCs, or get account information about their Compaq.NET

Internet account. For more information, please visit

http://www.compaq.com/mypresario or simply press the "MyPresario"

button on the Compaq Internet Keyboard.

Compaq Background

Compaq Computer Corporation, a Fortune Global 100 company, is the second largest computer company in the world and the largest global supplier of computer systems. Compaq develops and markets hardware, software, solutions, and services, including industry-leading enterprise computing solutions, fault-tolerant business-critical solutions, enterprise and network storage solutions, commercial desktop and portable products and consumer PCs. The company is an industry leader in environmentally friendly programs and business practices.

Compaq products are sold and supported in more than 100 countries through a network of authorized Compaq marketing partners. Customer support and information about Compaq and its products are available at http://www.compaq.com.

Compaq and Presario, Registered U.S. Patent and Trademark Office. Product names mentioned herein may be trademarks and/or registered trademarks of their respective companies.