> They give a call center average metrics and it's up to the call center to hit them. Call centres taking contracts with the lowest bid is definitely a part of

> They give a call center average metrics and it's up to the call center to hit them. Call centres taking contracts with the lowest bid is definitely a part of the overall problem. > Second tier escalations were handled in house. We even had a third in-house. Dell had an in-house team handling things like replacing entire systems due to legal requirements (usually due to on-site techs being unable to solve issues despite multiple visits). > Crus wouldn't get on site service. One of the chief complaints back in the day. Sure, you and I can replace a faulty stick of RAM, but many customers didn't agree. > Consumer systems are not as good as business grade. Earler Inspirons were really good systems. They were pretty much identical to Latitudes and Precisions, but with lower specs. The Build quality was on par with the higer end systems.