It didn’t seem as if he was asking for much. When the CD drive on Peter Ulyatt’s Dell desktop computer failed this summer, he called the support crew at Dell (DELL ), where he’d bought the $1,600 machine nine months prior. Armed with an extended warranty that cost him an extra $300, the Pasadena (Calif.) retiree got on the phone and waited. After sitting on hold for 45 minutes, a technician whom Ulyatt could barely understand came on the line and diagnosed a “software problem.”
Link: Business Week
