PDAs Overall

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					PDAs: Overall                                                                                                             REPAIR EXPERIENCE                                                                                                                                                                                                          TECHNICAL SUPPORT




                                                                                         Satisfaction with reliability*
                                    Readers’ Report Card grade




                                                                                                                          Units needing repair in the




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              Would buy again from this
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                Average time on hold (minutes)
                                                                                                                                                        Satisfaction with repair*




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                Average Web/e-mail response
                                                                                                                                                                                                              Problem was solved via Web/




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 Satisfaction with Web/e-mail
                                                                                                                                                                                                                                                                                                                                                                                                                                Tech tried everything to help
                                                                                                                                                                                                                                                                                                                                                                          Customer got the runaround




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Required more than one call


                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  Satisfaction with telephone
                                                                                                                                                                                                                                                                                              PDA was sent out for repair
                                                                 Overall satisfaction*




                                                                                                                                                                                                                                            Company sent a new part




                                                                                                                                                                                                                                                                                                                            Company sent a new PDA




                                                                                                                                                                                                                                                                                                                                                                                                       Tech was knowledgeable
                                                                                                                                                                                    Problem was solved over




                                                                                                                                                                                                                                                                                                                                                     technical support*
                                                                                                                                                                                                                                                                      PDA was fixed on-site




                                                                                                                                                                                                                                                                                                                                                     Satisfaction with
                                                                                                                          past 12 months*




                                                                                                                                                                                                                                                                                                                                                                                                                                                                Prompt resolution
A Significantly better than




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              company*
  average




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                time (hours)
                                                                                                                                                                                    the phone




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    to resolve
C Average




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  support




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 support
                                                                                                                                                                                                              e-mail
B Significantly worse than
  average
Casio (259 responses)                 E                             B                         B                                    C                     ——                              ——                        ——                       ——                        ——                      ——                            ——                           ——               ——                           ——                       ——                              ——                       ——                            ——                       ——                                     ——                            ——                               B
Compaq (608)                          C+                            A                         B                                    B                        A                         12%                        12%                        10%                       3%                      58%                           33%                            A              12%                          45%                      45%                             48%                    25%                                C                     11.4                                   ——                            ——                               A
Handspring (785)                      A+                            A                         A                                    A                        A                         16%                        16%                        18%                       ——                      25%                           52%                            A              4%                           64%                      49%                             51%                    22%                                A                      8.8                                     C                           ——                               A
Hewlett-Packard (400)                 B-                            A                         C                                    C                     ——                              ——                        ——                       ——                        ——                      ——                            ——                             B              ——                           ——                       ——                              ——                       ——                            ——                       ——                                     ——                            ——                               A
Palm (2,600)                          B-                            B                         A                                    A                        B                         18%                        18%                        15%                       2%                      34%                           40%                            B              13%                          41%                      42%                             41%                    22%                                B                     10.6                                     C                         25.3                               A
Psion (70)                            E                             B                         B                                    B                     ——                              ——                        ——                       ——                        ——                      ——                            ——                           ——               ——                           ——                       ——                              ——                       ——                            ——                       ——                                     ——                            ——                               B
Sharp (66)                            D                             B                         C                                    C                     ——                              ——                        ——                       ——                        ——                      ——                            ——                           ——               ——                           ——                       ——                              ——                       ——                            ——                       ——                                     ——                            ——                               B
Sony (191)                            A                             A                         A                                    C                     ——                              ——                        ——                       ——                        ——                      ——                            ——                           ——               ——                           ——                       ——                              ——                       ——                            ——                       ——                                     ——                            ——                               A
AVERAGE                                                          7.8**                   8.1**                               14%                        7.1**                        15%                        15%                         14%                       3%                      39%                           42%                       6.9**               10%                          50%                      45%                             47%                   23%                         7.2**                         10.3                             6.4**                             25.3                        6.9**

GREEN text denotes Readers’ Choice. A dash indicates that we do not have enough survey data to give the company a score. * Contributes to the Readers’ Report Card grade. ** On a scale of 1 to 10, where 10 is best.

				
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