Dell going domestic on its support

[dboat]

I heard this on the news this morning..

Dell (http://forum.notebookreview.com/autolink.php?id=168&script=showthread&forumid=4) (yes, Dell), is charging customers a monthly fee to have access to its United States-based customer service representatives.

The Washington Post reported on Thursday that the PC maker is charging customers with a Dell account $12.95 per month to have access to an American agent or $99 per year for customers who buy a new PC from the company.

Those who don't pay the sum will be contacting center agents in India or the Philippines. But before you start your bellyaching, Dell is sweetening the pot: wait times are guaranteed to be 2 or fewer minutes!

[Silver_2000]

they have offered "gold support" in the past which meant among other things the same options - US based phone support - less wait times etc - its always been an upgrade - well worth it IF you need it

[dboat]

they have offered "gold support" in the past which meant among other things the same options - US based phone support - less wait times etc - its always been an upgrade - well worth it IF you need it

just like any other insurance.. its only worth it if you need it.. but to be able to talk to a domestic person when you need computer help.. well, that is priceless.. :tu: thats why folks should use BossHelp... right?

[Silver_2000]

Every TIME I go see a new customer I hear a story about how many hours they wasted on the phone with India ... Its GREAT for business.

Its just like the server move this weekend - I could have saved myself about 30 hours of work and sent an email to my customers that said - we are changing things - you need to make the following changes if you want your shit to work on Saturday. Thats a very common approach for both domestiuc and off shore supoprt

But I didnt - I sent an email saying I was moving things on friday and to expect some down time - I moved everything myself and it worked - no account was offline for more than 30 min - easy as pie for the end users

Hosting stuff with me aint cheap but the service level is worth it

[my2002lightning]

Imagine that with off-shore help ...:rolleyes:

[dboat]

Hosting stuff with me aint cheap but the service level is worth it

amen.. :tu: