Following up to our previous two stories this week Acer Climbing to No. 2 and PC Demand is Climbing the Guardian now reports ACER is no. 1 in Europe. According to the Guradian:
The Western European PC market declined in this year's second quarter, but only by 3.3%, according to the latest provisional numbers from Gartner. Acer increased its unit sales by 24.3% to 3.2m units to take top spot from Hewlett-Packard, which grew sales by only 1.4% to 3.0m units. This was mainly the result of Acer shifting almost half the netbooks sold in Europe.
Basically, the professional PC market plunged by 21%, hitting companies that sell a lot of business machines such as HP, Dell, Lenovo and Fujitsu. The consumer PC market grew by 21%, benefiting companies such as Acer, Apple, HP and Samsung -- those with more consumer-oriented products, and netbooks in particular.
Ranjit Atwal, principal analyst at Gartner, says: "Without mini-notebooks, the market would have declined more than 15%, but given the new routes to market and price points of these PCs, they have managed to prevent a more severe decline."
Well it seems the netbooks have helped ACER get ahead of the pack. It strange I see this today since last night I received an email from a friend saying how he enjoyed using is ACER laptop on a recent trip to the US. He said: "Acer seems to be making real market inroads here in the UK, and I much prefer their offerings to the Asus equivalents - they just look better built and classier." It seems he was right on the money.
Acer do need to be careful though. I have a friend whose ACER has failed five times and he has had to take it back to the ACER service center five times. They have not resolved the issue and, in my opinion, should offer the money back or give him a new PC. In Contemporary Strategy Analysis Grant wrote:
"During the 1990s, desktop PCs becoame commodity items idnetified by their technical specifications more than by their brand names. Yet, Dell Computer;s direct sales model allowed it to differentiate its PCs by permitting customers to design their own computer sustem and offering complementary services such as online customer support, three-year on-site warranty, web hosting, installation and configuration of customers' hardware and software." (Chapter 9, Differentiation Strategy)
The point being that while ACER is doing well in Europe and expanding globally, they need to back it up with the right level of support and services. If a computer inexplicably fails five times, they should replace it. When computers fail they cause frustration and emotional distress and PC makers should be attuned to that fact. I myself have owned two ACERs. The one got really old when it needed its first service and the second one we bought earlier this year and we are happy with it. But we are lucky and perhaps my friend just got unlucky with getting the wrong one out of the box. Other companies it seems may be more attuned to the bundling of services and customer care than does ACER.
I personally am very impressed with the Dell support here in Taiwan. I have had two HDD crashes so far and both times they have responded quickly and effectively (I lost a lot of data but that is not the support teams' fault). I have other friends who are equally impressed with Lenovo's service both here in Taiwan and in the US. ACER needs to be attuned to this and backup their brand promise and delivery with tangible and meaningful services and offerings that protects the consumer and makes each consumer feel secure with their machine. Preferably 99% of the PCs do not fail, but when one fails, they should act fast and without hesitation or discussion.
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