While reducing call wait times is admirable, emphasizing reductions in service turnaround times to many people simply means the support center staff are eager to end the call as quickly as possible. Often times this comes at the expense of truly solving the customer's issue. You can scan the gripeline for articles about lots of vendors whose support groups seem to want to maximize throughput at the apparent expense of actually solving problems.

Dell (and pretty much all vendors who value their reputation) would be wise to work on post-support surveys and grade their support staff on how their customers perceive the support incident and not on how many calls per hour their support center processes.

1. Long hold times
2. Being transferred from one department to another to another to being disconnected
3. Clueless techs on the phone
4. Techs on the phone who don't speak English
5. Extremely long repair turn around times, many times being caused by the practice of sending out a repair technician who replaces a single item and then leaves requiring another phone call to tech support if that item was not the defective one.