If consumers can get to the Web, though, companies often can do diagnostics on the system online, even do some repairs. Some companies are taking support a step further by offering free classes so people understand their systems better. Dell Computer calls its offering the Dell Solution Center, which features Web-based troubleshooting tools and educational offerings. Micron has Micron University, a combination of classes and self-help offerings. If they can educate through a class or online training, it's probably a happier customer.
Customers also can find themselves out in the cold if the computermaker or business closes.
If a vendor goes out of business, consumers have a few options. People have to sign a three-year contract, which is considered a loan. If they don't like the service, they still have to make the payments. At the end of three years, they can keep the computer. The catch with these services can be giving up part of the computer screen to advertising or turning over a lot of personal information used for marketing.