SENIORS MESSAGE TO PC MAKERS: DON'T SKIMP ON SERVICE

New Survey Shows Service as Barrier to Seniors Buying PCs

ROUND ROCK, Texas, May 11, 1999 -- Record numbers of Americans 55 and older are plugging into personal computers and connecting to the Internet. But even more would be interested in taking the leap if they were confident of receiving good technical support, according to a new survey commissioned for Dell Computer Corporation.

The survey found 78 percent of those polled would be more inclined to purchase a home computer if they knew someone would be there to help them along the way. While seniors are clearly interested in the benefits of home computers, nearly two thirds say they are concerned that the store or computer manufacturer might not be available if something went wrong.

According to the Dell/Bruskin Goldring Research survey, commissioned for Older Americans Month, seniors are aware of the advantages of owning and using PCs, but service and support concerns prevent many from plugging in. They say that receiving expert and understandable technical support after a PC purchase is a high priority.

The survey found 61 percent are concerned that the store or computer company may not be there for them if something goes wrong. And 83 percent of those surveyed said the manufacturer or retailer should provide technical support over the Internet or by phone at no charge.

"Consumers deserve and expect quality service and support with their PC purchases," says Janet Mountain, vice president of Dell Home Systems. "Some PC makers charge for support services and many 'bargain' PCs don't offer any service at all after the purchase. The fact that Dell is continually recognized for its award-winning service and support underscores our commitment to all customers, including older Americans."