It’s all about the tier of support. At work we bought 20k laptops and screwed up the support spec. So we ended up with some garbage tier support that wouldn’t fix issues caused by Dell docks. You have to have “ProSupport”
We also have a region where they have a 2 hour support SLA with part in hand. They will literally put your computer down to fix ours to avoid whatever punishment that gets meted out.
Back in the day a guy was collocated.
Re:SUSE to Go Private
by walterbell on Friday August 18, 2023 @02:34AM
(#37172012)
ProSupport is amazing, especially on Dell hardware on eBay which still has extended coverage remaining that can be transferred. Immediate phone connection to knowledgeable and helpful technicians.
Honestly, it reminded me more of early-Amazon customer support, than anything more recent. E.g. support agent following up with a personalized email to me to make sure everything worked out okay with a warranty claim. Talking to humans was novel and pleasant.
That was on the consumer side though.