I'm glad there is an option to have North American tech support now but I'm not impressed with the pricing.  $99 each year on top of the cost of an extended warranty would just about double the price of your notebook over 3 years.  I can see paying a premium but how about I give you $20 a year to get through to North American tech support and do away with all the other frivolous things.  I don't care about a dedicated team as I hardly ever use tech support unless I have a hardware issue.  All I want is the option to speak with a tech I can understand when I do call.

The short of it is: INDIA IS CHEAP.  Customers want cheap and complain about shoddy service when all that happens is "they get what they pay for".  Fine.  Pay the $99 to be sure you get a North American to support you and your issues if you want.  It cost more to live in North America, so pay the $99 and don't complain about it.

Read more of my thoughts on this and other topics at Jack Picks!

If you want North American support and don't want to pay for more than just the regular warranty, buy a Latitude or Optiplex. 

Besides, if you're buying a cheap notebook and the cheapest warranty, what do you expect? 

It costs money to have North American based support, and if they're going to bother having it at all, they may as well make it so customers have a better experience with a different kind of offering. I can tell you that, in the past, I have worked with some fantastic techs based in India, and some terrible techs based in North America. 

So stop whining. If you don't like it, don't buy it.

I think Alienware has a similar service, called Roswell.

Tough luck if you're not living in America then.

Alienware is owned by Dell now.  Dell has done such a good job of letting Alienware alone that a good deal of people don't know Dell owns them.  Dell is also smart enough to take from Alienware what they see will work for them.  I'd like to see Dell have Alienware's Skinning program ship with systems.  That would rock!.

Check out my review of Alienware's (Dell's :-D ) Skinning application powered by The Skins Factory!

I happen to talk to  a customer . She has  both  Apple and DELL PC.

Apple have similiar program--$100, allow you spend upto 52 hours with a Tech in Apple Store within 1 year. I could tell she love it.

She told me that she is happy to pay the extra.

It's great to see DELL have similiar program. It is even better than those of our competitor's.

I was advised of this Web site today by one of your Customer Resolution Departments IT support personnel. Her name is Amy Bivin. I would like to sign up for the new Direct2Dell Support Program, which I understand will cost me $99.00 per year. I have two Dell Comuters, a Dell Dimension 9100, which is running Windows XP Professional OS system, and I have a Dell XPS M1530 Laptop Computer, which is running Windows Vista Ultimate Addition. What do I need to do in order to get on board with this new program?

Larry: Thanks for the interest in the Your Tech Team service. Easiest thing to do is to talk to a sales representative. You can call 866-223-5417. You can also check out www.dell.com/yourtechteam.

Thanks again for the interest.

The techs in India are fantastic, and I had terrible experience with most of the North American technicians in the past. I don't see any reason for someone to pay extra to get awful service. Rather, Dell should charge extra to give Indian support to their customers. The only problem I face is the wait time which Dell should work upon.

The techs from India have been extremely polite and talented. Only time will tell how successful this "Tech Team" will be.

I don't mind paying extra for the North American support but I do mind getting overcharged in the process.  I don't have enough systems under warranty or enough problems with them to justify $99 a year.  I have no need for a dedicated team since i usually only call 2 times in a 3 year period.  I wouldn't expect anyone to remember me without reading my account anyway, they handle too many calls.  All I want is the ability to ensure that when I do call I get North American tech support at a fair price increase.

A three year warranty is $260 so the $99 per year add on more than doubles the price of the warranty.  If someone is buying a $499 notebook with that service they end up spending more on the warranty than the system is worth.  Even if they just get a standard 3 year warranty they are paying more than half the price of the system which is crazy. 

The money from the warranty is mostly eaten up by the cost of parts if you have an issue, not paying for techs to answer the phone.  There is no justification in the huge price increase.

I am tired of talking to techs that I cannot understand. I really do care how many times I have been transferred or how many times I have been given false information. This type of service promotes accountability. Time is money and having to explain issues over and over again to some broken spoken tech that just makes me question my sanity.

From what it says at www.dell.com/yourtechteam, you are paying for the American support and the ability to work with one specific tech through your problem. "Your Tech Team"... Having one person accountable for fixing your issue thats speaks english...

The household entitlement sounds nice if you have multiple Dell computers being able to talk to the same tech for all your Dell products.

I think this is a great idea. Being that alot of people like myself arent that technically inclined. When I have problem I end up having to go to a local tech store paying about $60-$70 for them to diagnose my problem and tell me how much they will charge me to fix it.

Example: Geek Squad. Outrages Prices but consumers end up purchasing them because they need it and consumers dont know what the tech does to the computer, he could very well be taking Data off the hard drive like I heard a while back.

Paying for a service of $99 per year isnt that much, not even $1/day!

I think that its a great service for myself, as well as many others, I have already purchased this service and i have already found myself to learning more about computers and being educated by my Tech Team about how to prevent future issues. I am very happy with this service so far. Its only been 1 day!

I think that this service is primarily for higher end systems. Consumers that purchase $500 systems are less likely to purchase Your Tech Team. You get what you pay for.

It's really rather simple: for what ammounts to small change on a daily basis, you have the securitry of knowing a tech here in the US is a short call away... and that this tech will know your system and do what they can to fix it. Yes, sometimes the "transfer roulette" with calling Dell is painful, but that is not something you blame on techs. That's a routing thing. Me, I'll pay the $99 a year to get my own pet tech/ tech queue who will know my system backwards and forwards and who are there to fix anything I can throw at them.

I am very frustrated with the service I received on my Inspiron 1720. I purchased it Nov 28, 2008. Since then I have reformatted it twice, lost my business email during the last reformat, and now rebuilt my profile in trying to fix an MS Word problem. I still have the MS Word problemn after 2 calls, a missed appointment, and a total of 4.5 hours on the phone. I have logged way too much time with the technicians. I want to talk to a supervisor or someone who can review my Dell On Call records and give me help. In the winter I talked to a supervisor overseas who listen to my issues. How can I get that access now. I will give you my Dell On Call number. Thanks!

To Elaine Garley and others like her:  Take some responsibility to know your Dell product and the software on it just as you would your television, dvd player, microwave oven.  Even my 10 year old's computer has been problem free for over a 18 months with very simple preventive steps performed monthly.  Have virus protection, spyware protection, and keep your software updated.  it simply is not all that difficult.  And back up your data!!!!!   Individuals who do not back up their data for months or even years are foolhardy.

"... First and foremost, customers want low prices. We see time and time again, that when we increase prices to cover certain costs we drop in sales. We also have a great deal of research that corroborates that PC decision making is largely influenced by price and customers expect low prices from Dell. ..."

Wouldn't using free open source software like OpenOffice.org instead of Microsoft Office or Microsoft Works help to save some money?

In a post above, Mike hit on a great point.  Geek Squad is $150/hr in San Francisco, where I live.  $99/yr or $150/hr.  Enough said?

Sure Geek squad is expensive as they prey upon those who don't have a warranty.  This new service at $99 per year only works if you have a Dell warranty as well. 

As for taking responsibilty to know your Dell product I disagree somewhat.  There are so many programs installed in computers now that it is impossible to know the ins and outs of them all.  This is also quite different than a DVD player or microwave oven that only serve one purpose.

$99 / year to cover ALL the in warranty Dell systems in your house is a pretty good deal. Especially considering you are given the ability to speak with the same north american tech as well as the ability to schedule call appointments via e-mail, avoid the transfer roulette and your call is answered in less than two minutes...

To Tom Morin, I am computer literate and do run virus protection, scan my computer, run updates, back it up, etc. The problems were created by bad updates, techs taking short cuts, etc. I think I finally found someone at Your Tech Team who actually looked at my computer history and found the problem. So on Monday I will reformat my computer for the 3rd and hopefully last time for a long time -- 3 times in 7 months is way too much! Thanks for your advice.

Due to my comments in this blog I was contacted by Your Tech Team and am thrilled with the results! Finally I worked with a tech that found the root cause of my problem, a problem with Windows Vista Service Pack download, in addition to a problem provided by an overseas tech. I am thrilled to work with a knowledgable tech, who tested every thing as we reloaded my computer and was sure I was satisfied. He was not on a time clock and was very complete. Dell has finally found a way to help customers!

I am in India and have a dell xps laptop . XPS 24x7 Phone Technical Support DELL 11/6/2007 11/6/2008 117 days left

I have been calling the toll free number for over 2 hours now on this saturday morning 1800 425 2066 and no one is picking up the lines. other numbers that I have and called, said you have to call that number since that is the only number to complain on.

This is pursuant to the fact that day before yesterday a dell engineer had come and fixed my computer for overheating and today it refuses to boot, showing multicolor vertical lines on the screen when I try to boot.

GETTING THE RUN AROUND!  I have talked to Tech's in India now 23 times (since the 3rd week of May) about the same issue (I have 4 case numbers).  The tech's keep stating that a SENIOR Manager will call in 3 hours (this is after they take the computer over and wipe it clean and cannot solve the problem).  Then, I call the following day, they will not listen to what I am saying... I have to repeat the same info I gave them the day before and the case number.  The "new" Rep does the same thing, they take the computer over, wipe it clean and say that a SENIOR Manager will call in 3 hours, which never happens.  I was told today that my case was turned over to "our Escalation Team" , I asked what an Escalation Team was and never got an answer.

The Laptop was sent to Dell in Tennessee for repairs 2 weeks ago and returned to us with the same problem.

I have called every phone number listed for Dell and continue to get Rep's in India.  On one occasion I did reach Daniel in El Salvador who also promised that his Supervisor would call immediately.  Well, that was last Wednesday (5 days ago).  It is strange that when I purchased the computer I got a Sales Rep. in Oklahoma City, OK., where is this guy now when I need help?  Does anyone out there know of a U.S. phone number for Dell?  Or someone that can help?

Donna: I'm sorry you're having a hard time reaching someone at Dell who will help. Please e-mail me directly (lionel_menchaca@dell.com) with either an order number, a service tag or a case number and I will be glad to get you to someone who can help.

Dell customer service is a joke. Calling in to get any issue resolved is a long, expensive process and 9 times of 10 you will wind up with your problems unaddressed and a phone bill.

Dell does not care for the individual customer anymore. Dell lost a lawsuit in NY because their financial services use predatory tactics.

Dude, if your gewttin a DEll, give it back. save yourself some trouble. buy an HP.

Rocky: Sorry to see that this has been a frustrating process. I hope there's still time to have you re-consider buying an HP.

If you still need help resolving the issue, please e-mail me directly (lionel_menchaca@dell.com) with something like an order number, a customer number, or service tag number and we'll go from there,

Rocky Stinson: Where do you think HP's consumer support is?

i am a loyal Dell customer (family) but I have spent 11 weeks in the technical support wheel and found the experience to be unreal.  Lies, deceit, technical staff (at least three) who could not re install Windows XP Media Edition with RAID.  I purchased and configured "Dell Recommendations" because I am not well versed and I put my trust in DELL.  What has happened to me over 11 weeks should not of happened to a dog.  What is most frustrating there is no one in Texas to chat with, provide the documents of this distressing situation, even a certified letter to Round Rock resulted with no response from Texas.

My son who works for a large corporation and purchased his Latitude which came with "Gold Protection" asked me why I didn't take that.  Not an option.

If this blog really is read by DELL in Texas, I still would appreciate an email, a call, someone to hear (read) the issues.  These individuals who handled my (given many orders and support numbers) case should be ashamed but they are not.

Hi Guys,

I  Just Wanted To Let You know how awsome Your Tech Team is. I called in last night and added it to my existing Dell XPS (which xps support is in the philipeens which I am not happy about at all) Hardware Warrenty Support Contract. They Are Like the Best Hardware Techs that Also do software. It does not get any better than this folks. I have realy been not to happy with dell's service in the past but this product right here is worth it. And when they say 2 minute responce times they meen it. I was not on hold period and thats realy cool. Way To Go Dell for Finaly Letting Us Chose Wheather we want our tech support oversees or in florida.

I have had the MOST frustrating time (2h30m) with the Dell "tech" team. I purchased a computer on 07/07/08. I received it on 07/16/08 and have had problems from day 1. It will not pick up MP3s, it will not install the new XP SP3 (freezes my computer), my computer runs endless loops and freeezes when I try to delete browser history etc.... Tech support could not resolve the problem (although they were polite) and basically told me the OS was unstable and "threw there hands in the air".

I called customer support about returning or swapping the computer and I have NEVER been treated this rudely by any customer support from any company.  I was shouted at by the "supervisor" and they continuosly talk over me, never giving me a chance or even listening to me.

I have given up hope. I am basically going to mothball this computer and I am now looking at an HP or ACER. Because of how I was spoken to by the customer service department I have also spoken to our company buying department (and I am senior enough to have some sway) and we are now also going to look at HP computers to replace our aging Dells over the next 18 months. We are going to be replacing about 350 machines in the next 18 months.

But I guess Dell could not care - if anyone from Dell bothers to read this.

I just finished reading all of the previous comments and I agree with most of them with a few exceptions.

I have three Dell computers and my girlfriend and her two sons have a Dell laptop each. We both cringe at the thought of having to call Dell's tech support which averages about once a month. In some cases we just live with the problem because it's just not worth the ordeal.

My newest computer (purchased 12/2007) is an XPS M-2010 hybrid/laptop/desktop which cost just under $4,000.00. The list of problems I have had with this computer is too long to post here. The procedure so far has been replace, restore, or reinstall and hope they get it right.

Let me get to the point. I am an American, I purchased my computer from an American company, and I expect it to be serviced by an American technician or at least someone that can speak clear, fluent, understandable English.  These people are attempting to give you instructions and procedures where one incorrect keystroke can make the difference in success or not. 

As far as the techs in India go, most of my side of the conversation consist of "What", "I can't understand you", "Can you repeat that?"  Not only does this waste time, it drives my already elevated 'frustration factor' thru the roof.  Fortunately, most of the XPS Tech Support is located in the US or Canada but not always, I have also gotten India on occasion.

And as far as being knowledgeable, most of the ones I have talked to in India would have a problem screwing in a light bulb. For example.....my last call was about the XPS M-2010 wireless keyboard battery charging failure (only 7 months old remember).  Dell had already sent me a new battery.

The only thing these people can do is read off questions and suggestion from a 'Prompt' card. He kept telling me to "press the battery release button, look at the LED indicators, and tell him how many lights were lit". The XPS M-2010 keyboard battery is released by removing a screw and panel underneath the keyboard and there are NO LED indicator lights. It took me almost 15 minutes to convince him of that. Bottom line....he was totally unfamiliar with the product.

About 40 minutes into the conversation, trying his suggestions, and reading him things off of the screen, he asked me if my system was turned 'ON'. I started laughing so hard, I could barely say "Never mind" and hung up. The problem is unresolved to this date.  

If anyone from Dell reads this, please pass this on "To whom it may concern". You may be saving a few dollars by using cheap overseas labor, but in the long run you are slowly killing yourself. Overall, you build a pretty good product, but you have cheapened it by your use of low standard tech support with the exception of the XPS people, they are pretty good for the most part.

To everyone else, please accept my apology for such a lengthy post and ranting.  I'm new to this forum, but not to Dell computers.  It's good to know however, that I'm not the only one with these problems.     

So typical.  We are impossible to please.  We want all U.S. based tech support, but then typically push and push to get extra discounts...even if the computer is already super cheap due to outsourcing.  What do you think the cost will go up to, if tech is completely U.S. based?!?!?!  I think it shows huge initiative, that Dell is responding to numerous online blogs about this, as well as responding to the general public, in some way, about the lawsuits that have come up.

No, you probably aren't going to ever see Dell advertise online, about how crappy their service is sometimes, but in my experience, actions speak louder than words.

I, for one, think this is great, and look forward to more positive changes Dell is planning on implementing.

"Your Tech Team costs $99 and provides hardware warranty support for your new system and all other systems in your household (that are still under warranty)." posted 7/1/08

Per the Dell Site

Your Tech Team Unlimited For 1 Year - Variable [add $512 or $16/month¹]

So what is the extra $413.00 for?

Right now your india tech support and your warranty service stinks.

I have been calling and chatting for 5 days and no one calls back as they say they will (dell and warranty service company) or  can get my computer, a tech to fix it and the parts in the same place as one company has the dispatch and another has the parts but cannot find them as an unknown tech has picked  them up. I have the Complete Care package (told it was Next Business Day when Purchased) and it is completely useless.

I might be willing to give Dell $99.00 total to upgrade to this until my warranty etc runs out but not $99.00 to $512.00 per year.

Part of the problem with chatting with "Dellhi" Tech Support is poor phone connections, while trying to decipher the accect, improper English grammar and phrasing, you have crackeling, snapping and humming on the lines.

Will my laptop get fixed ? My guess is in a few weeks or more. Will  any of the issues with Dell Support get better - I doubt it, you may listen but you do not do anything about it.

Just an update to my previous post. Now on Day 7

I was given a number and extension to call by Dell Agent if I problems with repair service scheduling etc and that I would receive a call back in less than 4 hours.  I would either be contacted by the same agent or a senior agent as my case was supposedly expedited to a higher level of service.

I was also told to call Bantec directly about scheduling my repair. I called Bantec and found the parts had to be reordered as (the story is now) the parts they received were the wrong parts, How would they know if they could not find them before?

So when this wrinkle came up, I called the number the agent gave me and as instructed left a message. Guess what I have not heard a thing.  

Why would or should a customer pay $99 dollars more each year for service when Dell cannot supply the service and support I paid for when I purchased the computer-Complete Care.

Part of me says this sounds like blackmail.