Did Dell missstep in marketing it's new tech support service? Dell, the nation's leading retailer of computers, annouced this week that they will offer tech support by "American" based technicians, if you're willing to pay $13 a month for the service or $99 per year if you purchase a new Dell computer. If you're willing to talk to someone from India, the Phillipines or somewhere else overseas, tech support is free.
Responses to Dell's new policy that I've heard or read have not been good. They've either been along the "l should never have to pay for good tech support" to "they're catering to racism and fears." I personally would never pay for tech support. I have talked to Dell tech support that I'm pretty sure was from India and my service was fine. But, I think if Dell was going to do this, they could have handled it better.
Maybe it's because I live in Detroit where the "buy American" sentiment is probably about the strongest in the country - due to the big three automakers being such a big part of our economy. But, it seems that instead of just putting it out there as an alternative for those who are put off by foriegn accents, they could have played off the whole "buy American" idea. Afterall, our economy is hurting and so many jobs are going overseas. The trouble of the car makers is national news. I think if Dell had marketed this as a way to help the economy and keep Americans working, more people would have looked at this as a more positive thing. I might consider paying extra to keep Americans employeed rather than as a way to not have to listen to an accent. What about you? How do you feel about Dell's new policy? Would a buy American message have been more positive to you?
Mike McClure, ECD