Tuesday, December 16, 2008

Dell begins to charge for American customer service

In a recent article in the Washington Post, the reveal that Dell is instituting a new customer service policy. For customers who buy a new PC, they have the option of paying $12.95 a month or $99 a year to receive a North American customer service representative as well as less than a two minute wait time. However, if customers choose not to pay this fee, they'll receive customer service representatives from India or the Philippines.

What do you think about this? Don Reisinger shared his opinion here. Should consumers have to pay for customer service? Or is Dell defining the line between technical support and customer service?


@MattWilsonTV said...

Wow, really interesting concept here. On one side nobody wants to talk to people on the phone who are difficult to understand--thats the main customer complaint with outsourcing.

If Dell isn't going to bring back all their jobs overseas, a lot of clients would probably appreciate this extra service.

Dell can't make it look like they are making money of customer support--that's something that consumers should be entitled to ie: Geek Squad

Anonymous said...

In my case, and in the case of serveral people I know who do Dell related stuff, there wont be any more Dell purchases till they resind that policy.

One company contact I had said that if Dell gives them a refund equivalent to the calls made in 2007 immediately for 2008, they will stay on DELL.
Other wise they will be rotating Dell out in favor of other companies.

And as of that report, the company will require all future cSR related support for company pc's to include English as free option.