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Empower your India customer support reps just as much as you do your US ones.

100 points posted to Dell by jmxz Apr 25

Quoting a Dell press relesase written about here


Dell's new premium support service ...new fee-based offering ... support team in North America ...are empowered to address a comprehensive range of issues across the breadth of Dell's product line.

While I'm all for Dell offering fee-based support in [country of your choice] for people who'd rather choose products for nationalistic reasons rather than best-value-for-dollar - I find it a bit scary that you go out of your way to mention that this new team is "empowered to address a comprehensive range of issues".

Is this implying (or, worse, acknowledging) that your India team is no longer empowered in such a way? That sounds disappointing, since previously I've had great support from your India teams. I'd hate to think that they're being disempowered just so have have a reason to upsell people to this new fee-based offering.

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