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If you've ever been on the phone with technical support and feel your blood pressure rise because the representative couldn't solve your issues, you're not alone. To fix the shortcomings of technical support and warranty services today, Dell is launching its next business day Premium Support service for consumers in the US and Canada using Inspiron, XPS, Alienware, Venue and Chromebook products.
Premium Support is built on the success of Dell's enterprise-grade ProSupport and ProSupport Plus business. Dell has three tiers of support – a basic tier that covers the standard manufacturer's warranty, a better tier through ProSupport, and a best tier through ProSupport Plus. The consumer-grade Premium Support is equivalent to the mid-tier ProSupport, according to Doug Schmitt, Dell's vice president and general manager of Global Support and Deployment
Like ProSupport, Schmitt says that Premium Support is built on a proactive model. Intelligent SupportAssist software installed on a Dell notebook, desktop or tablet monitors the system's health and sends diagnostic data back to Dell support centers. When there is a failure, a case number is automatically generated, a Dell support staff would call or email the customer and then on-site service is scheduled to fix the problem.
When benchmarked against competing support services, Dell says that its customers spend 90% less time on the phone, and SupportAssist's diagnostic data means that customers take 69% fewer steps in the support process, saving time and reducing frustration.
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