Need assistance

Dirk Freitag unreal.linux at
Mon Mar 23 16:57:22 UTC 2009

Bart Silverstrim wrote:
> As I don't work for Dell, so I don't know for sure, but I think they are 
> two different divisions handling things. I imagine the business-oriented 
> groups are geared for tech and administrator people calling with issues 
> while the home division gets a lot of "my modem makes screech noises" 
> and "Does the round thing go in the round hole thing and the square one 
> go into the square hole thing?"-type questions. Not that it's an excuse, 
> just that calling the education support for repairing servers has given 
> me good results, and I don't own a Dell so I don't know what their home 
> division is like. I simply imagine that support for home users is 
> extremely extremely expensive for them and most of their calls are 
> support calls for things not their fault, like supporting third party 
> accessories and software people try adding to their computer that they 
> paid four or six hundred dollars for while businesses are paying for 
> labs and office-loads of systems at a time and have people calling after 
> hopefully having a good handle on the situation to begin with or at 
> least know the difference between logging into the computer and opening 
> a web browser and typically not calling because WoW drops frames at peak 
> times on the network.

Oh of course they will have a different division for businesses and 
residential.  But the reason still ultimately comes down to the same. 
Businesses pay a considerable amount more than residential users.  You 
buy a 3 year extended warranty from Dell for that personal laptop you 
just purchased, max you are gonna pay for that is probably around $400. 
  More than likely you actually pay around $300.  Businesses who become 
Dell Partners probably pay $5,000 to $10,000 for their support options 
for the same amount of time (3 years).  At the end of that time, they 
will have to renew for another $5,000 to $10,000.

I don't know about you, but if I owned a business and was shelling out 
that kind of money, I would expect to be treated better and in a more 
special manner than Jon Doe who bought a laptop from a Dell kiosk in a 
mall and paid only $300 for a 3-year extended warranty.

Dirk Freitag
Linux Registered User Number 487244          []

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