As we do every year, we are ordering a new batch of laptops for upgrades, replacements, and new hires. We always order extended support on our equipment with speedy turnaround on parts and labor. Dell now has some new offerings in the realm of support. One of these offerings is 'Pro-Support for IT'. The idea is that through this support tier IT Professionals are granted speedier response and are able to push through tickets faster because they can do most of the troubleshooting and diagnostics before they even get on the phone with Dell. For me, an IT professional, this sounds great. But, there's a catch. Because of my expertise and my ability to offload some of the troubleshooting from Dell onto my plate, we get to pay extra for this level of service. Ok, so because of my expertise, and my ability to save Dell time, we have the option of paying more for support. Seriously?!? If that's not a sucker move, I don't know what is. Typically when I get the Dell tech on the phone, I just tell them I've completed all of their troubleshooting steps, please just send me a new part, and they do. Now I have the option of paying for that level of service. Not so much.

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