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?