PhillyKev 0 #1 August 29, 2003 Dell Patents "Reboot and See If That Fixes It" Technical Support Process By Brian Briggs Round Rock, TX - Dell announced that they had been granted a patent for the "reboot and see if that fixes it" technical support process, which they pioneered. "We're really taking our cue from other industries," said CEO Michael Dell. "The American Medical Association patented the 'let's see if that hurts tomorrow' treatment plan and General Motors patented the 'turn it off and start it up again' fixing process for automobiles." Dell explained that this patent gives them an edge over competitors who will have to find another way to help customers, or be forced to pay Dell royalties. "It really enhances our award-winning technical support. We will license the technology to others. It could be $1-$15 per reboot depending on volume," he disclosed. Dell has quickly integrated this patent win into their advertisements for technical support. Their new slogan: "Dell: Where rebooting to fix the problem is our solution." Competitors are scrambling for a solution. Representatives for HP said they would change their process to avoid violation of the patent. They will now tell customers "to reboot and call them back if that doesn't fix it," the call back being the crucial difference. Manager for Customer Service at Sony, Tom Fujiyama was outraged by the Dell claim. "How do they expect companies to handle support now? We'll have to retrain our entire staff. For most of them 'reboot and see if that fixes it' is the only solution they know. I guess we'll have to instruct them to tell the customer to reboot then quickly hang up and just hope that it fixes the problem," said Fujiyama. Patent enforcement won't be limited to large corporations. Dell plans on charging royalties to individuals as well. "Margins are tight and sales are slumping. We need to find a way to boost profits, so we've also requested wire taps for anyone with a mother or father who owns a computer," explained Dell. Dell said the patent applies to hardware issues and that Microsoft holds the patent for fixing software problems with a reboot. Several other companies including Apple and IBM are challenging the patent, contending they developed this process before Dell. http://www.bbspot.com/News/2003/08/dell_tech_support.html Quote Share this post Link to post Share on other sites
pop 0 #2 August 29, 2003 Is this for real, or is this like the AggieDave Metallica thing where you couldnt use the E and the F chords?7 ounce wonders, music and dogs that are not into beer Quote Share this post Link to post Share on other sites
adamT 0 #3 August 29, 2003 like the matalica thing Quote Share this post Link to post Share on other sites
PhillyKev 0 #4 August 29, 2003 If you can't figure it out, I ain't telling Quote Share this post Link to post Share on other sites
JeffD 0 #5 August 29, 2003 It has to be fake. Its not on Dell's financial report. Quote Share this post Link to post Share on other sites
Michele 1 #6 August 29, 2003 Quote Is this for real, or is this like the AggieDave Metallica thing where you couldnt use the E and the F chords? Not real...but funny. Check out the rest of the website...somewhat "Onion-ish"... Ciels- Michele ~Do Angels keep the dreams we seek While our hearts lie bleeding?~ Quote Share this post Link to post Share on other sites
SkyDekker 1,465 #7 August 29, 2003 Quote Is this for real mmm, maybe the repeated line at the bottom here will give it away QuoteWe need to find a way to boost profits, so we've also requested wire taps for anyone with a mother or father who owns a computer," explained Dell. Quote Share this post Link to post Share on other sites
jfields 0 #8 August 29, 2003 It would never fly. Microsoft so has prior art for that approach. Quote Share this post Link to post Share on other sites
CrazyIvan 0 #9 August 29, 2003 It could be true, a few years back I worked for Sony (Tech support for Digital cameras and VCRs dept), and one of the 'Solutions' to apply, in case the problem wasn't solved was to tell the customer to UNPLUG THE VCR FOR 24 HOURS AND CALL BACK, what a racket. I quit after 2 months, I can't handle bullshit, I like to SOLVE problems.__________________________________________ Blue Skies and May the Force be with you. Quote Share this post Link to post Share on other sites
