Pro Support: For When You Need Real, Actual Support
I used to work in a customer support center. Not the best job ever. This isn’t going to be a rant about dealing with people who thought that right-clicking meant you used the mouse in your right hand (really), but the downside of tech support: Having to treat every single user as someone who knew nothing. No assumptions could be made of competence of any sort. No matter how hard I tried not to, I felt condescending and rude. The worst bit though? When I had to call technical support for something, and got treated the same exact way. Even saying “I work in IT” didn’t help, because guess what? Everyone says that. I once had someone tell me they were a computer science teacher, and his problem turned out to be that he had a disconnected cable (no, your printer will not work without power, sir). So yes, I get the lack of trust. What we needed, I always figured, was a tech support service for techs.
Dell ProSupport is essentially that. You get 24×7 support to trained computer experts, You won’t have to worry about jumping through tiers before getting actual support. Gone is the frustration of “have you tried turning it on and off again? Yes. Okay, then I am going to have to transfer you” for hours on end. Instead, your needs will be handled by people trained to solve your problems, not pass them up the food chain.
When there is an actual issue, you have next day on-site support. If you’re worried that that’s just covering hardware, be assured that Dell also has software support for third party software, operating systems, and even systems firmware. It’s the whole package, even down to asset protection.
I know some of you are scoffing, saying that these are all things that can and should be handled by in-house technical support. I respectfully submit that you have no idea how much of an IT department’s job it is to try to finagle these services from vendors. The goal here is to have that kind of relationship up front, from a single vendor, instead of fighting multiple vendors to get them to give the most basic level of support for your infrastructure. Dell ProSupport means your IT managers spend less time trying to manage vendors, and more time managing your team. It can potentially cut hours of wasted phone tag and frustrations, and frees up your IT team to do more important things, like roll out the latest version of Windows.
I have always felt that a company should stand behind their products, and offer reasonable support for them. With ProSupport, Dell isn’t just standing behind their products; they’re standing behind you.
This is a paid post in conjunction with IDG and Dell