ITS 218 Chapter2 GroupWork Case4 Suppor
Case #4.
Evaluate Vendor Support Web Sites Select three or more support Web sites from among the following hardware vendors:
- Apple (www.apple.com/support/hardware)
- Dell (support.dell.com)
- Gateway (support.gateway.com/support/default.asp)
- Hewlett-Packard (www8.hp.com/us/en/support-drivers.html)
- Lenovo (consumersupport.lenovo.com)
- Sony (esupport.sony.com/perl/select-system.pl)
- Toshiba (www.csd.toshiba.com/cgi-bin/tais/su/su_sc_home.jsp)
You may substitute other hardware manufacturers you are familiar with if you wish. Compare and evaluate each vendor’s support Web site using the customer support criteria discussed in this chapter. Limit your evaluation to the support home page and perhaps one level below the home page.
Address questions such as:
1. How easy or difficult is it to find information about a specific model?
Dell – Very easy. All dells come with a service tag , 6 letters and numbers that you input into their support site to find ALL information about that model.
Apple- similar to dell. Input your serial number on their support site and it brings you to your system specs, warranty info, etc.
Gateway –similar to the rest. Takes a couple more steps to get the information
2. Does the site provide the kind of information that a user support specialist would need to know?
Dell – Yes.
Apple-Yes
Gateway-Seems more directed to home users
3. Is the information in a format that is usable?
Dell – Yes
Apple – Yes
Gateway - Somewhat
4. What tools are available on the Web site to allow someone to contact the vendor with a question?
Dell – Email, chat, phone
Apple – chat, phone, take in for service
Gatway – Chat or Search knowledge base
5. Is it easy to navigate the Web site?
Yes to all. Pretty standard layouts.
6. Based on its support Web site, how do you rate each vendor’s commitment to excellent customer service?
Based on a 1-10, 10 being best
Dell – 9
Apple – 10
Gateway - 7
Evaluate Vendor Support Web Sites Select three or more support Web sites from among the following hardware vendors:
- Apple (www.apple.com/support/hardware)
- Dell (support.dell.com)
- Gateway (support.gateway.com/support/default.asp)
- Hewlett-Packard (www8.hp.com/us/en/support-drivers.html)
- Lenovo (consumersupport.lenovo.com)
- Sony (esupport.sony.com/perl/select-system.pl)
- Toshiba (www.csd.toshiba.com/cgi-bin/tais/su/su_sc_home.jsp)
You may substitute other hardware manufacturers you are familiar with if you wish. Compare and evaluate each vendor’s support Web site using the customer support criteria discussed in this chapter. Limit your evaluation to the support home page and perhaps one level below the home page.
Address questions such as:
1. How easy or difficult is it to find information about a specific model?
Dell – Very easy. All dells come with a service tag , 6 letters and numbers that you input into their support site to find ALL information about that model.
Apple- similar to dell. Input your serial number on their support site and it brings you to your system specs, warranty info, etc.
Gateway –similar to the rest. Takes a couple more steps to get the information
2. Does the site provide the kind of information that a user support specialist would need to know?
Dell – Yes.
Apple-Yes
Gateway-Seems more directed to home users
3. Is the information in a format that is usable?
Dell – Yes
Apple – Yes
Gateway - Somewhat
4. What tools are available on the Web site to allow someone to contact the vendor with a question?
Dell – Email, chat, phone
Apple – chat, phone, take in for service
Gatway – Chat or Search knowledge base
5. Is it easy to navigate the Web site?
Yes to all. Pretty standard layouts.
6. Based on its support Web site, how do you rate each vendor’s commitment to excellent customer service?
Based on a 1-10, 10 being best
Dell – 9
Apple – 10
Gateway - 7