My wife DeAnna has a home business that requires a solid and dependable computer. After several system failures on our "home-built" PC's, I decided to invest in a name brand computer for her business. I wanted a quality manufacturer, and I also wanted technical support.

My company has recently started purchasing Dell systems for our desktops and laptops. We also have a direct sales rep, special pricing, and added two year support. I figured this would be a reliable machine, which would best serve my wife's business.

The machine (a Dell Dimension 3000) arrived soon after the order, and had served my wife for about six months when we decided to add a better video card.  What primarily started as a business machine was becoming a part time gaming system during the off-hours. As this would be a simple upgrade, I decided to use an existing nVida video card that was in storage. Upon opening the machine, I quickly found out that this Dell would not support the AGP standard.

I don't know why Dell decided to omit what has become an almost universal standard, but this machine had no AGP slot. There were solder holes where an AGP slot could go, but there was no physical slot. A quick call to our sales rep confirmed that the "entry" systems were PCI video only. What do they mean "Entry" level? I paid over $600 for that thing! For that kind of money, they could at least have an empty AGP port. It's not like I was asking them to fill it with an expensive video card. What's the cost of some solder traces and a plastic slot, 55 cents?

My Dell rep was nice enough to suggest some PCI video cards, and/or possibly replacing the motherboard with one that supports AGP. Of course motherboard upgrades will void the warranty, so that option was not acceptable. I decided to buy a PCI card from Dell, and hope that it would be sufficient for our needs.

After waiting two weeks for a price quote for out Dell rep, I decided to research PCI video cards myself. I quickly realized that technology had passed by the old PCI standard. These days, the fastest available chipsets for PCI are the GForce FX5500 class cards. It wouldn't be the fastest machine, but at least it would load the games my wife wanted to play.

After purchasing a nice PNY card from Best Buy, I began my install. The instructions looked simple enough, so I installed the card myself. The new video card sprang to life, and I was elated that the install had gone correctly. Unfortunately, the video soon went blank as the operating system booted up. I realized that this "simple" install was quickly going to become difficult.

Realizing that Windows XP was probably booting to the wrong video card, I moved the monitor over to the motherboard's video port. Sure enough, the monitor was functional again. Now my only quandary was to figure out how to tell the system to use the new video card.

Changing the BIOS video settings on any PC is a hazardous operation which can be fraught with disaster. The reason is that a wrong setting will leave you with a blank screen. Windows XP is a graphically based operating system; so a blank screen is a "bad" thing. Actually, it's a very "bad" thing. Done incorrectly, a video setting can be very difficult to change back to the original setting. Sometimes, a whole operating system reload is required to fix the issue; or even worse a bios upgrade.

Since I didn't want to endanger my wife's home business machine, I decided the best course of action would be to call Dell. After all, they had built the machine, and would know the best way to support it. Their own sales rep had suggested the new video card, and I had also purchased extended support for the machine. The problem would be an easy task for any experienced Dell tech; since I had already verified that the new card would work. I just required a few simple procedures, and would soon be on my way to happy computing.

Dell PC's have their support number and service tag on the machine, so it was a simple matter to begin my support call. I waded through the usual badly designed IVR system, and was soon talking to a real human being. Unfortunately, it wasn't an English speaking technician, but it was a start. I had to verify my address, phone number, and a few hundred other things to someone who had only learned my language six months ago. Finally, my service level was confirmed, and the call was transferred.

The next person on the phone announced himself as "Phunjeen, your Dell non-technical representative".  I was still trying to figure out why I had been transferred to someone who couldn't help me, when he began to "reconfirm" the same information that I had already spent 10 minutes confirming with the first "non-technical representative".

At this point, I was beginning to wonder if Dell has computers at their support centers, or if they just write the info on Post-it notes. The support tags on each Dell are probably only applicable if your support call remains within the United States. After you transfer to India, the system becomes manual.

After I finished my second round of questions, I was anticipating a transfer to a real technical support representative. Unfortunately, this would not be the case. I was asked to explain in detail the reason for my call. I tried to explain the issue to this "non technical" person, but I was sure that I would have to explain it again if my call was transferred. My hope was that the Post-it notes that he was using, would be passed to a real technician.

About 30 seconds into my 5^th explanation of the problem, my "non-technical" representative stopped me; and then asked if the new video card was made by Dell.

"Of course not" I replied, "Dell does not make video cards".

In truth Dell doesn't really manufacture anything. They just OEM their parts and assemble them. But, I digress.

I immediately sensed danger, because my "non-technical" representative then put me on hold. I had committed the cardinal sin of technical support by my admission of guilt. I had violated the virgin PCI slot of their PC without first asking their blessing. I was now on hold till my punishment could be determined.

To be honest, I did expect some reluctance from Dell's tech support staff. After all, I was adding a video card to a machine which already had a "built-in" video card. I was going to modify a "pre-built" configuration using a component that had not been certified by Dell.

In my defense, I did call our sales rep first and ask about my upgrade options. I also requested pricing for Dell certified video cards, and explored other upgrade options with their parts department. I had notified Dell of my intentions; so this wasn't a wanton violation of their machine.

My simple request was for information on how to safety add a new video card to the machine. I would assume all risk for my action. I just required a few simple bits of information, so that I didn't damage the system. If the information didn't exist, then I would accept that as my answer.

Many long minutes passed, and my "non-technical representative" returned to the line. He immediately blamed the problem on my "non Dell" video card and suggested I remove the card. I told him that the card was functional, and that the operating system had recognized it. I just needed the procedures to "transfer" my video signal to the new video card. I informed my "non-tech" that I just needed a few minutes with a "real" technician, and my problem would be solved.

"Non-tech" instead transferred me to the "Dell Help Desk Support Center for Special Configurations". I was told that this was for "special" issues that were outside the range of normal technical support. I tried valiantly to argue that this was a simple request, but NonTech the Wise had already made his decision. Before I could utter another plea, I was whisked off to another call center in India.

At the "Dell Help Desk Support Center for Special Configurations", my call was answered by another NonTech. This one was female, polite, but also non-English speaking. I was treated to my third round of interrogation regarding my status as a valid Dell PC owner. I answered all her questions, and then explained the reason for my call. I only had to do this twice, which was 3 times fewer than I did with "NonTech the wise".

I informed her that I was a certified computer technician with over 20 years in the IT industry. I said that I am certified on Cisco network gear, all PC's, and HP printers to name a few. I explained that although I am not a computer novice; I've never installed a secondary video card on a Dell 3000. I told her that my experience has always been to seek guidance before undertaking a new task.

I further explained that this was a simple issue, which would require only a few minutes of technical support. I told her that I had already been on the phone for an hour trying to solve something which should only require a 5 minute answer. I informed her that I assumed all risks of my actions, but just wanted to know if there was an "approved" procedure for what I was attempting. I asked her for just a few moments of time with someone who could look up this info in Dell's library of technical information.

And she asked me for my credit card information.

I have to admit, it took me a few minutes to process this request.

Why on Earth would she want money from me after I had already spent $600 on this machine?

Why would they charge for support, when my Dell invoice said:" Type 3 Contract - Next Business Day Parts and Labor On-Site Response, 2YR Extended (950-7952)"?

Did they not understand that this was a "business class" support program?

At this point, I didn't really matter. I had wasted my time. I had spent over an hour trying to get a glimmer of knowledge from a company which had long since forsaken their customers. I had been transferred to some desolate country halfway around the world; where "NonTechs" ruled with absolute power. Without a further outlay of American currency, my request would go no further. Any further communications would be an utter waste of time.

Perhaps I should have said something, but my finger stabbed the "flash" button on the phone. Within seconds I was free from the tyrannical "NonTechs" of India, and once again an American. It actually felt good to break the connection. It was as if the shackles were lifted from my mind and body.

My wife turned on our other computer, and began to search the Internet for "Dell new video card installation". Within minutes, she found a site for disgruntled Dell owners. Listed on that site were detailed instructions on changing the setting in Windows XP for a new video card. The changes were not made in the Dell bios after all; since you cannot disable their on-board video card.

I made the changes, crossed my fingers, and restarted the operating system. Within a few minutes, the problem was solved. The machine was running perfectly, and I was elated.

I was elated, but yet my insides were boiling. I was truly anger that an "American" company would treat it's customers in this manner. How can a company which apparently prides itself on "World Class Support" transfer their customers to some "1-900" helpdesk in India. Actually, my question should be "Why would a company which apparently prides itself on "World Class Support" transfer their customers to some "1-900" helpdesk in India?"

Most Americans know that there is a trend towards outsourcing technical support to countries outside the United States. When the salaries for computer support technicians in America began to escalate in the 1990's, it become financially necessary for corporations to utilize the cheaper workforce of third world nations. While I can understand the rational of this approach; I can't see how it applies to today's IT environment.

Since the "Dot Com Crash" of 2000, salaries within the American IT industry have fallen drastically.  There are more qualified technical people out of jobs than ever before. They are hungry for work, and willing to accept lower salaries. I have met many of these people, so I can verify that they exist. The six figure salary expectations of the past are long gone. Trained technicians are no longer a rare and expensive commodity. In truth, there are many talented people in American who are willing to work, and work cheap.

It may be too late, but I implore Dell to re-evaluate their support strategy. I understand that Michael Dell supports education in India, but this should not come at the expense of American jobs. If their computer components are made in Taiwan, assembled in Texas, and the supported in India; can Dell really call themselves an "American" company?

Can they raise our flag outside their offices, while transferring customer calls across the globe?

I suppose they can.

They can and they will, until we realize that corporate greed has fatally wounded our computer industry. The American consumer will continue to think they are "Buying American" until they realize that they are really just "Supporting India".

I urge all consumers to call the tech support center of each computer manufacturer. Ask for the location of the tech center. Ask if English is the first language. Ask a simple technical question to see if they can help you. I urge everyone to count how many "NonTechs" it takes before your questions are answered.

If any computer manufacturer cannot provide adequate support for their products, then they do not deserve my business. If they cannot supply even rudimentary support for my questions, then they should refund the cost of my extended warranty. If any American company routes my support call overseas, then I have the right to know. Any goods or services received from overseas should be subject to the tariffs of the United States. If a company wants to "import" their support, then they should pay for it. Tariffs are designed to keep the American workforce from suffering at the hands of foreign competition; and it's time these were applied to offshore support.

For my part, I'm not going to support Dell. I will seek every opportunity to replace my home machine with a comparable "American" product. I will research companies like Gateway, IBM, Compaq and HP to verify if they outsource their support. When I finally find a truly American computer company; I will fully support them.

I will influence the purchasing power of my employer away from Dell. I will suggest alternatives, while documenting all failures and weaknesses of our existing Dell products. If I can find a financially feasible alternative, I'm sure the company will follow that direction. It will take time, and I must learn to be patient.

I will also publish my story on the internet. Maybe someone will be influenced by this, and change their purchasing direction. If so, then perhaps I have not wasted my time after all.

I truly hope I haven't wasted your time either. These are complicated issues, but the choices can be quite simple. And just like my original quandary over the video card problem; the answer was really in front of me all the time.