Dell revives North American tech support... for a price

I get a ton of email from readers of this blog asking for help with their PCs. A common way these letters begin involves a story about the reader calling the company that made the PC for help and trying to deal with a foreign tech support operator whom they couldn't understand (or vice versa). You can hear the utter frustration just from reading the emails.

The backlash against offshore tech support has been brewing for years, and Dell is taking an interesting step to try to make things better.

The company is now launching a specialized tech support service called Your Tech Team, which features round-the-clock access to "Dell's best trained technicians who are based in North America." (North America is in all caps and bold.) The service offers some pretty aggressive features: Calls are answered in 2 minutes or less, and the program covers all your Dell gear. You can even request an appointment with a specific technician you especially like.

The catch is that this isn't a freebie to which all Dell customers are now entitled. Previous Dell buyers will have to pay $12.95 a month for the service, or $99 a year if you buy a new PC. Those figures are from the Washington Post story linked above; I just tried configuring a new PC on the Dell.com website and was not offered Your Tech Team during the checkout process, so perhaps things are still getting underway.

The strategy is raising eyebrows in the tech industry, where tech support programs remain a mammoth expense for many companies. Has Dell figured out a way to please customers while still turning a profit? While many observers note that tech support should be free with purchase, "premium," extended, and after-hours support plans have long come with surcharges attached. Is Dell's Your Tech Team any different? We'll have to see how customers respond, but the initial reaction seems to be overwhelmingly positive, even though it's a drain on the wallet.

Would you pay extra for a U.S.-based tech support service like this?

Update: I have a query into Dell about how much of the service is based in the U.S. Will update when I hear back.