There was a thread on HN a while back and it was mentioned they do this to save on costs by making the customer jump through hoops and hoping they will go away. Also, the field techs are made to jump through hoops as well.
The ironic part is that Dell was once known to provide excellent onsite repairs without too much hassle. Now they are known for the exact opposite. So, someone at Dell is running their customer service into the ground.
The ironic part is that Dell was once known to provide excellent onsite repairs without too much hassle. Now they are known for the exact opposite. So, someone at Dell is running their customer service into the ground.