This was largely because they tended to be treated better by the vendor, the costs of fixing their problem was relatively labor free, and the time they were without their PC when it broke was substantially less. I used to do PC market surveys heavily a few years back and it was always somewhat surprising to find that people that were paying for support programs were generally happier than those that didn’t. Let’s talk about why you should consider a PC support offering in general and why Dell, at least for now, likely sets the bar. This came to mind again last week when I was briefed on Dell’s Premium Support Plus program which recently launched and arguably is the best PC program currently in market for high end hardware. In addition, while warranties typically don’t cover you if you break the thing yourself some service plans do and with laptops and cell phones that can be a god send. However, with the proliferation of viruses, ransomware and increased use of 2-in-1 laptops, the risk of a major problem has significantly increased – suggesting a service plan remains a recommended option.
Since that time, PCs have come down in price and when they moved from rotating media to SSD drives their complexity dropped as well.
The only big exception I recall back then was PCs, because – unlike most consumer electronics that are solid state and unlikely to break – PCs had lots of moving parts and the likelihood of a necessary expensive repair was high. In fact, they were outspoken about the fact they were generally a waste of money a few years back. Consumer Reports was famously not a fan of supplemental support and extended warranty programs.
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