"THE COMPAQ MANIFESTO"

ABOUT THIS DOCUMENT

We, Compaq technical support workers, feel that the public has a

right to know the truth about Compaq.

We know that you and millions of other people have invested your hard

earned money in Compaq computers, and that you deserve to be treated

fairly by Compaq Corporation.

It is our sincere hope that by releasing this information, Compaq will

become accountable for their products and their actions.

KNOWN PROBLEMS AND FIXES FOR COMPAQ COMPUTERS

1. SLEEP MODE

This is a neat feature that puts your computer into a low-power

"sleep" state. Unfortunately, it has a tendency not to wake up. There are

many

fixes available for it, but most don't work.

For some models, we will have you run debug to clear CMOS. Sleep Mode

will work for a while, but we know you'll call us back.

OUR ADVICE: Call us for help to disable SLEEP MODE. Once it is

disabled, you can just leave your computer running and either use the screen

saver or turn off your monitor when you're done using it. (When the computer

is in sleep mode, it is really turned on anyway.)

2. ADDING HARDWARE

On most IBM PC clones, the video card and the sound card are not built

into the motherboard. To reduce manufacturing costs, Compaq integrated the

sound and video subsystems into the system board on Presario computers. As a

result, it's a lot harder to upgrade your system because we can't remove

the old hardware. Sometimes the computer will lock up because of a

conflict between the new equipment and the non-removable components on the

system board.

OUR ADVICE: If you must upgrade your equipment, have a service center

install video cards, sound cards, and modems. Make sure you have them

show you that it works before you take it home. Of course, installing

third party hardware means you can't run Quickrestore until you remove all

the 3rd-party equipment. Also, if you call us with problems with 3rd-party

hardware, we are required to bill you $35.

3. ADDING SOFTWARE

If you call in for technical support for a third-party software, we

will bill you $35.

OUR ADVICE: Contact the manufacturer of the program first because they

might help you for free. If you have to call us, use the

1-900-733-7357 number for Billing, because it costs less.

4. INTERNET EXPLORER 4.0

Wow, an upgrade. Don't do it yet. Wait at least 6 months for Compaq to

get a clue about how it works and how to fix it. When you do, download it

from Compaq (www.compaq.com) and follow our instructions. If you have

already installed any other version (AOL, MSN, Microsoft's site), it

probably

won't work properly and we have to charge you $35 to help you un-install it.

5. PHONE CENTER

This is a program that almost never works properly. There is an inside

joke that if Phone Center worked, all Compaq technicians would be out of a

job. Every time a Phone Center call comes in, we just hope that is so

simple we can actually do something about it. The only real fix is running

QUICK

RESTORE, or for some models, the GOLD PHONE CENTER UPGRADE, which

sometimes fixes the problems.

OUR ADVICE: Save yourself the headache. Buy a Fax and Answering

machine.

So why is maintaining a Compaq computer so difficult? Read on.

PART 2 HOW COMPAQ TECHNICAL SUPPORT WORKS

When you call the 1-800-OK-COMPAQ Technical Support number

(1-800-652-6672)

you are told you are speaking directly with Compaq. This is not always

true, most of the time you are actually speaking to an OUTSOURCE

VENDOR.

Most of the technicians at these sites are very skilled workers who

want to help customers. If we were allowed to fix your problems, you would

be

happy, Compaq would be happy, and we would be happy. Sadly, more often

that not, this is not the case. In order to comply with Compaq's policy, we

are not allowed fix most of your problems. These policies are:

AVERAGE HANDLE TIME

Because Compaq pays their vendors by the minute, they limit the time

we can stay on the phone with you; each technician's average handle time

has to be under ten minutes. Compaq wants you to call back because they

don't

have to pay the outsource vendors as much for repeat calls.

How this translates into your 10 minute call:

REQUIRED OPENING SCRIPT [1 MINUTE]

"Thank you for calling Compaq technical support, my name is Eckhard

Pfeiffer."

"May I please have your NAME and PHONE NUMBER?"

"What model of Presario computer do you have?"

"How may I help you today?"

FIND OUT WHAT THE PROBLEM IS [3 MINUTES]

You describe the problem to us.

PROBLEM SOLVING [5 MINUTES]

We then try to fix your problem.

REQUIRED CLOSING SCRIPT [1 MINUTE]

"Well, Sir/Ma'am we at Compaq like to go that EXTRA MILE for our

customers."

"Let me give you a CASE NUMBER."

[When you call back using this case number, Compaq will know it's a

repeat call, and therefore pays less to the outsource vendor.]

"Again my name is Eckhard Pfeiffer, and thank you for calling Compaq."

This is why we often seem hurried when we speak to you. If one call

is 15 minutes long, then the next has to be 5 minutes, in order to

maintain our average handle times. If our average times are too high, they

threaten to fire us.

AVERAGE HANDLE TIME (TOOLS)

1. SOFT SKILLS

We are required to "Sound like we care." We have been told to

"Empathize with the customer." And "Make them feel like we care about them

and

their problem." This is great, except that when we ask our supervisors for

more time to fix your problem, they tell us, "Get them off the phone!"

2. DATABASES

We use several DATABASES that deal with most of the questions you

ask. These databases are good when they work. Unfortunately, they

frequently go down.

3. HOLD

When the DATABASES are down, and we don't know the answer, we ask

other technicians. No one person knows all the answers, but our combined

knowledge covers almost everything. However, other technicians are also

on calls, so we have to wait. This is reason behind those long times you

wait on hold.

4. GET THE CUSTOMER TO CALL BACK

If it's a problem we can fix, but the call is nearing the 10 minute

limit, we give you a CASE NUMBER, tell you to run a thorough SCAN DISK

(or some other useless task), then tell you to call back. SCAN DISK

fixes 1% of the problems, and it takes about an HOUR to run. Obviously,

you'll be

calling back and Compaq doesn't have to pay as much for it.

5. QUICK RESTORE

If the problem is something we can't fix in a reasonable amount of

time, we have to tell you to run QUICK RESTORE. Quick Restore is a CD that

ERASES everything on your hard drive, then restores the files that

originally

came with your computer.

Unfortunately Compaq Presario computers have many known problems. As a

result, some customers end up running Quick Restore over and over.

NOTES FOR RUNNING QUICK RESTORE:

Before running Quick Restore, you MUST back-up any data that you

want to keep, then remove all the 3rd-party hardware (e.g., network card,

SCSI

host adapter, etc.) inside your computer. You also have to unplug printers,

scanners, joysticks, etc. If you don't remove these, we will tell you to

run Quick Restore again and again. When you are ready to run Quick

Restore, call us and we will walk you through clearing CMOS and removing all

the partitions on the hard drive with fdisk.

6. ON-SITE WARRANTY

If we think that one or more of the parts inside your computer is

malfunctioning, we check your warranty. If your ON-SITE warranty is

still active (within 90 days), we send out a technician to your location to

replace the broken hardware. Unfortunately, we are usually only

allowed to send out ONE PART at a time. So many customers call us back and

we

have to go through this process again, instead of just sending it all at

once.

OUR ADVICE: Supervisors are empowered to extend your warranty. To

speak with a supervisor, all you have to do is ask. If the problem is with

the system board, have them replace the processor and the RAM also.

7. AUTHORIZED SERVICE CENTERS

If your ON-SITE warranty has expired, we will tell you to take your

computer to an AUTHORIZED SERVICE CENTER. We will give you the phone

number for the automated locator so you can find the service centers in your

area. The database isn't updated often enough so you may get the phone

numbers for shops that don't service COMPAQ computers anymore-- make sure

you

call them first.

When you take your computer to one of these service centers, you can

expect to wait up to a MONTH before you get it back. Before you take it

home,

ask them to demonstrate that it does work. We get many calls from

customers whose computers still don't work after the service center said

that it

was fixed.

8. BILLABLE ISSUES

When you need help with THIRD PARTY SOFTWARE or HARDWARE, (anything

that did not come with the computer), Compaq policy dictates that we must

bill you a flat rate of $35 per issue.

OUR ADVICE: Call the product's manufacturer first. They might help you

for free. If you must call us, then cal1 1-900-733-7357 which charges

$2/minute to a maximum of $30.

9. QUALITY

Compaq requires technicians to maintain a good Quality rating. Compaq

does this by monitoring your calls. The qualities that Compaq looks for

are:

Does the technician read the pre-written script?

Does he sound friendly and professional?

The emphasis for Quality scores is on Soft Skills,

and not technical skills. So, you can speak to 20 technicians that never

fix your computer, and as long as they are courteous and follow the

script, they will stay within Compaq’s Quality requirement.

ADVICE ON CALLING FOR TECHNICAL SUPPORT

1. When you call 1-800-OK-COMPAQ, wait until the phone system asks

if you have a CASE NUMBER. You will be instructed to use the first four

digits. Put in 2497. This will get you to Houston, where you really want to

be. (Compaq's Headquarters is in Houston)

2. Try to be friendly. We want to solve your problems, but in order to

keep our jobs, we must abide by Compaq's rules. If you are nearing the 10

minute time limit, and the technician tries to get rid of you, immediately

ask for a supervisor. We are required to get you one. Do not scream or curse

and don't tell them you are going to SUE Compaq. They will just inform you

that they can no longer help you. Also, bear in mind that you are being

recorded. If they think you are being abusive, they can revoke your

tech support privileges.

3. If you decide that Compaq's policy doesn't work for you, ask for a

Supervisor. Compaq says they don't replace computers, but they have.

If you are persistent enough to get to the top, you will get a resolution.

Don't settle for less than the best.

4. Remember, complaining to anyone at the OUTSOURCE vendors does

NOTHING. When we tell our supervisors that you are upset, they say "so?".

When you complain to them, they use their training to appease you so they

can

get you off the phone. The only way to get any real action is to contact

COMPAQ CORPORATION in Houston.

PART 3 COMPANY INFORMATION

OUTSOURCE VENDORS

SITE 38 (case # 3897)

Sykes Enterprises, Incorporated

John H. Sykes - President

3000 SKYES BLVD.

HAYS, KANSAS 67601

PHONE: (785) 628-7200

FAX: (785) 628-7210

(800) 867-9537

(813) 274-1000

SITE 58 (case # 5897)

The Answer Group, Incorporated

Bruce Quinn - President

7562 SOUTHGATE BLVD.

NORTH LAUDERDALE, FLORIDA 33068

PHONE: (954) 722-0518

COMPAQ DIRECT

SITE 24 (case # 2497)

COMPAQ COMPUTER CORPORATION

Eckhard Pfeiffer - President

20555 SH 249

HOUSTON, TEXAS 77070

PHONE: (713) 370-0670

LAWSUITS: COMPAQ COMPUTER OWNERS vs. COMPAQ COMPUTER

CORPORATION

For those of you that are suing Compaq, your case can be improved

considerably if you can get Compaq technicians to testify against

Compaq. If you were to subpoena the records of the technicians that worked

at the outsource vendors for the past few years, you would find that many no

longer work there. If you contact them, you will probably find many

that are friendly to your cause. As, quite often, technicians either quit

or are fired because they refuse to follow Compaq’s policy of providing poor

customer service.

Good Lawsuit web sites:

http://w3.gwis.com/~pluks

http://members.aol.com/CClass450/index.htm

IMPORTANT PHONE NUMBERS:

COMPAQ TECHNICAL SUPPORT 1-800-652-6672

BILLABLE PROBLEMS 1-900-733-7357

SERVICE CENTER LOCATOR 1-800-345-1518

CORPORATE HEADQUARTERS (281) 370-0670

When you call corporate headquarters, you must follow these steps:

1.After a prerecorded message, dial "0"

2.When the Operator answers, ask for Ms. Ann Day

You can also reach any of Compaq's Executives. Just ask the Operator.

Ms. Day's direct phone number: (281) 927-0683

Customer Service fax number: (281) 927-0683

COMPAQ EXECUTIVE OFFICERS

Eckhard Pfeiffer, age 53, was elected President and Chief

Executive Officer and appointed a director of the Company in

October 1991. He joined the Company in September 1983 as Vice

President, Europe and was elected Senior Vice President,

International Operations in January 1986, President, Europe and

International Division in May 1989, and Executive Vice

President and Chief Operating Officer in January 1991. Mr.

Pfeiffer also serves as a director of the U.S. Advisory Board

of Bayerische Motoren Werke AG (BMW).

Benjamin M. Rosen, age 62, was appointed Chairman of the Board

of Directors of the Company in 1983. He has been Chairman of

Rosen Motors, which designs and will manufacture hybrid

electric automobiles, since 1993. He has served as Chairman of

the Board of Sevin Rosen Management Company, a venture capital

firm, since 1981. Mr. Rosen is a director of NoMac Energy

Systems, a privately held technology company. He is also Vice

Chairman of the Board of Trustees of the California Institute

of Technology.

Andreas Barth, age 50, was elected Senior Vice President, Europe,

Middle East and Africa in December 1991. He joined the Company

in February 1988 as Managing Director of Compaq Computer

GmbH, the Company's German subsidiary, was appointed Vice

President, Central Europe in December 1990, and Vice

President, Europe, in January 1991.

Hugh Barnes, age 49, was elected Senior Vice President,

Portable PC Division, in April 1994. He joined the Company in

April 1984 as director of engineering for portable computers

and was appointed Vice President, General Engineering, in

January 1986, Vice President, Product Development, in December

1989, and Senior Vice President, Peripherals Division, in

February 1993.

Ross A. Cooley, age 54, was elected Senior Vice President,

North America, in December 1991. He joined the Company in

February 1984 as a regional sales manager and was appointed

Vice President, Sales, in April 1987, Vice President, Sales and

Service, in September 1989, and Vice President, North America,

in January 1991.

SO YOU ARE LOOKING TO BUY A COMPUTER?

Well, after having read all this, you may be saying to yourself,

"sure, Compaq sucks but don’t all the others?" This is somewhat true. Acer,

Dell, Gateway, HP, IBM, NEC, Packard Bell, Toshiba, etc. all have serious

Hardware, Software and Technical Support problems.

So, if you don’t want to buy from them, where do you get a good

computer?

Well, most people who know anything about computers will tell to go

to a local computer store (not a chain!). You can have a knowledgeable

friend or manager of the store help you put together a computer that is

suited

to your needs.

A computer built this way is much easier to upgrade than an assembly

line model, and is usually a lot cheaper. Furthermore, if you have any

problems, you can take it back to the store and avoid the nightmare of

calling

"Technical Support."

IN CLOSING

We hope this document has shed some light on the problems with Compaq

Technical Support. We feel that it is time for big corporations to

start giving back to the people that made them what they are.

This information is now in your hands. The solution to the problem

is up

to

you.

Sincerely,

Compaq Technicians