You are right that the business is segmented this way, but in actuality you are talking to the same people. Literally. Dell just uses these business types to further analyze what segments call in for support more frequently and for what reasons. The first person you spoke with was obviously incompetent, but you could have spoken to the exact same person after being "transferred" to the govt/edu queue and he would have been just as "helpfull." You just spoke to someone the second time that realized their job of troubleshooting was already done by you before you called in.
"it doesn't seem unreasonable to want to guarantee that it will work after it goes out of warranty"
Wouldn't that be a lifetime warranty? Did he pay for a lifetime warranty or does he just feel he deserves one?
Explain to me the logic behind exchanging the ENTIRE server because one hard drive failed. Furthermore, if a patch that you applied to the server hoses it, how is that Dell's problem? You don't sound like a very reasonable person.
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This is only true of some desktop and laptop machines. Not true for workstations, server, or storage products. These are kept in house.
You are right that the business is segmented this way, but in actuality you are talking to the same people. Literally. Dell just uses these business types to further analyze what segments call in for support more frequently and for what reasons. The first person you spoke with was obviously incompetent, but you could have spoken to the exact same person after being "transferred" to the govt/edu queue and he would have been just as "helpfull." You just spoke to someone the second time that realized their job of troubleshooting was already done by you before you called in.
That's a nice list, but what companies WILL help you with this without some sort of extra support contract like advanced software support?
Well maybe you should start reading that stuff. It is an agreement you know and if you don't like the agreement buy from someone else.
"it doesn't seem unreasonable to want to guarantee that it will work after it goes out of warranty" Wouldn't that be a lifetime warranty? Did he pay for a lifetime warranty or does he just feel he deserves one?
Explain to me the logic behind exchanging the ENTIRE server because one hard drive failed. Furthermore, if a patch that you applied to the server hoses it, how is that Dell's problem? You don't sound like a very reasonable person.