>>They buy it because Dell and Lenovo replace/repair a device in 24 hours. This. I worked in the Dell Call Center in Bangalore, India around 2005. Customer su

>>They buy it because Dell and Lenovo replace/repair a device in 24 hours. This. I worked in the Dell Call Center in Bangalore, India around 2005. Customer support was treated as the most important function in the entire company. I remember they would make us agents skip meals if the call volumes got high. Managers would walk to the cafeteria can carry us meals/sandwiches to our desks. Breaks were highly partitioned throughout the day. It was 2 fifteen minute breaks, which you could take anytime. And then a 30-45 minute meal break. Every single thing in the building looked like revolved around one single thing- 'customer satisfaction'. The metrics for performance were designed around these quality parameters. resolve rate(solutions/calls), mean time to resolve(span of solution calls/no of calls)... things like that. There used to even y-jack(eavesdrop) on our calls randomly for evaluation. There were also strict penalties for goofing up, upto things like getting fired if you make them more than 3 times. I could go on.. The point being these people are good at customer service because they take that business very seriously. As techies we may laugh at that, but that is whole different league of business with cut throat performance requirements.