Digital Equipment Corp has decided that if it is to convince the market that it is really serious about personal computers, it must do rather more than just sell the things, and it has launched a new software support service for personal computer users in the UK, following research that found high levels of dissatisfaction with current support options. Users, says DEC, are frustrated by protracted waiting times, poor quality advice and long delays in call-backs they often get from software suppliers. Accordingly, DEC has introduced Backup, a support service for MS-DOS personal computer and Apple Computer Inc Macintosh users running the top 20 best-seller desktop applications including old chestnuts such as WordPerfect, WordStar, MS-Word, Lotus 1-2-3, Excel, SuperCalc dBase IV and Pagemaker. Up to 95% of stand-alone and local area network-based personal computers in use should be covered, says Patrick Abrahams, head of the new service. Centred at DEC’s Solent office in Fareham, Hampshire, applications specialists will help immediately with user problems for an annual subscription of UKP199, or for a pay-as-you go charge of UKP25 per call. If it’s a hardware problem, users will be advised to call their own hardware support provider, or will be referred to DEC’s own hardware support services. DEC will also advise users on training courses available. Similar efforts are being set up around Europe, according to Abrahams.
