Dell Launches Premium, Fee-Based Service For Consumers

Dell has launched a new premium support service for consumers that allows customer to pay for the right to get the same dedicated technical team each time they call. <P> The fee-based offering was piloted with more than 20,000 Dell XPS customers in New York and resulted in a more than 90 percent customer satisfaction rate, according to the Round Rock, Texas-based vendor. "This premium service is all about making the tech support experience more personal; users who want high-touch support can now receive it. We're excited to bring them to the market," said Ray Roman, vice president Dell global consumer services and support, in a statement. <P> Dell did not detail the fee structure in its release. In addition to the Premium services, Dell is also planning to provide new services for customers who buy Dell products through retail stores. Services include home television installation, home theater set-up, technology integration, and other services for Dell-branded or other-branded products. <P> "Our goal is to simplify the consumer electronic experience and help customers get more from their digital experience in a way that's convenient, meaningful and affordable," said Roman in a statement. The retail services will be available in a few weeks, according to Dell, and will complement services available to PC purchasers. <P> PC tools include Dell Connect, a remote diagnostic program, DataSafe and PC Transfer, which help customers protect and transfer files when purchasing Dell products. <P> With the tools, Dell's customer satisfaction scores have increased by nearly 15 percent in the past seven quarters, the company said.

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