Now I don't want to pick on Dell. I like them a lot; they are indeed one of the good guys when it comes to tech support. But all of the PC makers are doing this, "Consumer Replaceable Part" thing. You can either install your own "consumer replaceable part" with a little help from my very affordable mini guides or lug your machine down to that expensive computer repair store and let their geek-to-go replace it for you.
Why can't I find an tech support I.T site that talks to me in a language I can understand? Information Technology is a broad term; I'm just trying to get my printer to work!
Hands-on tech support I.T service is expensive to provide long term. Hint: Dell, HP and eMachine are investing millions in low-cost "over the phone" help desk support. They are not hiring as many "boots on the ground" technicians as before. This means that when you do get a problem that requires a little hands-on work, you go on a long waiting list.
How many customers does this leave unhappy. Even one is too many. By all means have your tech team help out with internal Managed I.T support uttah. issues, but only after all customer facing issues have been resolved. In the meantime an outsourced support team can do the grunt work for the rest of your staff.
Another t-shirt that's guaranteed to leave you warm and fuzzy reads "I get paid for tech support..." on the front, "...I don't get paid to care" on the back.
Oh, wait - I forgot one more question. It's very critical. Here it is: ask your host - and carefully repeat this after me verbatim - "Will you feed my ice cream in bed every night and then give me a..." woops, nevermind, wrong subject.