| In Europe, MCS will continue to man the Customer Support Center,
primarily through the new call center in Europe. Sequel will be
performing notebook repairs.
There are substantially good reasons for this move. If I can locate a
concise paragraph or two, I'll post it here.
As far as our customers are concernd, Digital remains committed to
providing even better and faster service than before, worldwide.
Which company performs this service is not as important as how well the
function is performed. Do you realize that the TV advertisments Intel
uses (flying over a motherboard) were actually generated on a Mac, not
a Pentium? Do you realize that the computers Intel uses to develop new
processors are H-P Unix machines? Do you realize that Intel uses VMS
running on Digital hardware to control its manufacturing? The Intel
customer doesn't care about these aspects, as long as his Pentium is
cheap, fast, and reliable.
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| The PCBU is still contracting with MCS for service for our notebooks.
In the U.S., for example, we depend on MCS for on-site service and for extended
warranties; but we have contracted with Sequel for call center support and for
repair.
In Europe, we further depend on MCS for call center support; but we have
contracted with Sequel for a repair facility in England.
In Asia-Pacific, the notebook service provider varies by country; e.g., in
Japan, it is a company called MCC; in Australia, it is MCS again.
What Sequel brings to the table is reduced cost of inventory achieved through
centralized repair facilities, plus reduced warranty cost through component-
level repair.
Both MCS and the PCBU jointly manage the business relationship with Sequel.
Digital's customers should be informed that it is Digital that is supporting
their notebook purchase. The return address on repaired notebooks says
"Digital", not "MCS' nor "Sequel".
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| One of the main channels for providing service on notebooks and other Carry In
products is through PC Servicenter. Probably all customers knows that Digital
is behind it. I still belive that the customer thinks it's strange that we can
order spares for the Compaq-, AST- and Texas pc:s and fix it on location in a
couple of days, but our own Digital pc has to be sent to another company in
another country (in our case).
Lennart Petersson, MCS, Sweden
[Posted by WWW Notes gateway]
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