One of my neighbors signed up for Dell extended warranty/support. He did it because his laptop screen dies intermittently. He asked me if I felt it was dishonest to sign up when you already know you have an out of warranty problem.. well, if Dell lets you do that, they must be making more money overall, because they sure as heck KNOW that people will do exactly what he did. Apple doesn't let you do that, most other appliances won't let you.. Dell is either very stupid (I doubt it) or the lenient policy ends up making them more money at the end of the day. I guess "more money".
Of course the Dell person tried to up-sell my neighbor every step of the way. He resisted firmly, but somehow the question of over-seas support came up. He told me that the rep offered a "No India" option..
I'm not sure if he or the rep was joking (it is April Fools day!) - I thought Dell had given up on Indian support anyway because of customer complaints. If this really is an option, I wonder how many people would pay extra money to avoid someone with an accent and odd phrasing? I suppose some died in the wool "Buy America" types might, and maybe a few who lack patience or who had a particularly bad experience with a particularly bad accent, but I can't imagine most people hate over-seas support enough to actually pay a premium.
I was thinking that there must be so many unemployed people in native English speaking countries right now who would love to do a little Level 1 or Level 2 computer support while they are scanning the Internet looking for more places to send their resumes. Heck, five or ten years down the road I might even be willing to do that..
Well, if it weren't Windows. But I bet most of the newly unemployed have no such scruples.
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More Articles by Anthony Lawrence © 2011-03-10 Anthony Lawrence
There are two major products that came out of Berkeley: LSD and UNIX. We do not believe this to be a coincidence. (Jeremy S. Anderson)