07/01/2008, 10:25am, EDT
Tuesday, July 1stDell starts controversial Tech Team service
Dell on Tuesday introduced the Your Tech Team support option for its PCs. The nationwide service follows a New York City pilot project and gives owners of any Dell-branded device quicker access to technicians, the ability to schedule contact with a specific technician, and the ability to support at least some non-warranty problems. Performance tuning, network setup, and security are also available for a fee during the calls, Dell says.
The plan costs $99 for an unspecified duration and covers every device in the household which is still under warranty; costs for any extra support aren't outlined with the news.
Controversially, however, the plan also effectively charges some of Dell's customers for the privilege of receiving support from North America, effectively creating a two-tier system where more affluent customers are given support in more recognizable speaking accents and from more knowledgeable technicians. The Texas-based computer maker acknowledges the split but defends itself by arguing that it has to appeal both to budget-conscious users and those who want the best support possible.
"We see time and time again, that when we increase prices to cover certain costs we drop in sales," says Customer Experience official Laura Bosworth. "On the other hand, we must balance that with many suggestions that we provide North American support."
However, the Your Tech Team plan comes on board despite other North American PC builders offering support from the continent themselves without additional charges. Apple, Gateway, Lenovo, and Micron typically provide North American support as part of their standard warranties in the US and Canada.
Filed under: computers, industry, Apple
Other story tags: Dell, Lenovo, Gateway, Micron
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huh...
The Texas-based computer maker acknowledges the split but defends itself by arguing that it has to appeal both to budget-conscious users and those who want the best support possible.
So what they are saying is that their foreign support staffs are not offering the best support? Or that "American English speaking with no accent equals good support". Because I've dealt with various support located who knows where, and I can tell you that just because they speak English doesn't mean they offer 'better' support. Sometimes it just means you can understand when they're being rude and condescending to you.
However, the Your Tech Team plan comes on board despite other North American PC builders offering support from the continent
They offer support from Europe? Who knew? Then again, if 'from the continent' is supposed to imply north america, that means little, too, since it could be some call center in Guatamala.
sloppy logic
"creating a two-tier system where more affluent customers are given support in more recognizable speaking accents and from more knowledgeable technicians"
Logical flaws: 1. Who says those that pay for this are "more affluent?" Is there an income check and only rich people are allowed to sign up? 2. People working in the US are guaranteed to have a "more recognizable speaking accent?" And they are always more knowledgable? Wow, the American education system must be second-to-none if that's true. Or maybe Dell only hires the best of the best to man it's domestic phone center.
It's a real stretch to call this controversial. Now if McDonald's offered a second drive-up window that charged a little more but was guaranteed to be manned by a native English speaker...
Who wants budget support?
When I have a problem with a product, I want the product fixed. Having to pay for qualified support is nothing short of blackmail.