Your call is important to them; navigating the frustrating world of technical help lines
Article Abstract:
Telephone calls to a computer company's technical support desk often frustrate customers who expect full and timely service. Common user complaints include waiting for as long as 30 minutes to contact the department as well as dealing with rude or unqualified staff members. Software and hardware businesses tend to slash tech support budgets in favor of other departments or shareholders during a budget crunch. This trend has yielded alternative company technical-support services such as charging users for urgent help and offering free online assistance. Microsoft's per-call charges range from $15 for Microsoft Money and other consumer products to between $55 and $195 for help on programming tools and databases. Free support for its Windows 98, meanwhile, lasts only 90 days. Communication tends to be a mutual problem during technical support conversations, as callers and support staffers express frustration at getting the other party to understand them.
Publication Name: The New York Times
Subject: Business, general
ISSN: 0362-4331
Year: 1998
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E.D.S. says chief is departing with $38.6 million in benefits
Article Abstract:
Electronic Data Systems (EDS) said it will pay retiring Chmn and CEO Lester M. Alberthal Jr. $38.6 million in benefits. The computer services company said Alberthal merited the retirement package due to his 30-year tenure and promise never to join any rival. Alberthal stepped down on Aug 6, 1998, amid pressure from board members and major shareholders who had expressed concern about EDS's fall from industry leadership. EDS declined to elaborate on the package, saying only that it contained the vesting of stock benefits, a five-year consulting arrangement and pension payments. The 54-year-old Alberthal earned $850,000 and drew more than $12.9 million in stock benefits based on EDS's 1996 performance. He is eligible to receive approximately $700,000 in annual retirement benefits, according to current formulas in EDS documents.
Publication Name: The New York Times
Subject: Business, general
ISSN: 0362-4331
Year: 1998
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E.D.S. plans data accord with Lucas
Article Abstract:
Electronic Data Systems (EDS) announces on Mar 8, 1995 that it has reached a preliminary accord with Lucas Industries PLC to provide outsourced data processing and other services to the British aerospace and automotive company. The agreement also calls for EDS to acquire two Lucas divisions that offer consulting and software services to manufacturers. The terms of the deal are still being negotiated, but the two Lucas divisions are expected to generate as much as $800 million in revenues for EDS over a ten-year period. The contract is the second largest that the Texas-based EDS has landed in Britain. In 1994, the company signed a $1.5 billion contract with the British tax agency Inland Revenue. EDS is a subsidiary of General Motors. The company recorded revenue of over $10 billion in 1994.
Publication Name: The New York Times
Subject: Business, general
ISSN: 0362-4331
Year: 1995
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