During LAPTOP’s annual Tech Support Showdown, we made three calls to Dell’s tech support line and got more than we bargained for. During the calls, Dell pushed premium warranties on us, saying we had won a daily drawing that would allow us to buy a $500 four-year extended warranty for just $317. Lucky us — we were chosen to spend even more money on something we didn’t need! When we resisted, the representative rushed us through the call, barely attempting to answer our question, but routinely haranguing us to buy the warranty, because otherwise the next caller would get our "prize."
According to Dell, using "drawings" as a sales tactic is against company policy. However, aggressively pushing extended warranties and hardware purchases is not, as we experienced on two other calls where support reps seemed more interested in making a commission than solving our problems.