[excitom]

This is what Dell Computer was like in the early days. I worked there in the late 80s. Tech support would try to solve any problem a customer had, regardless of whether it had anything to do with the PC hardware. I think that kind of service was a key to early success.

[mgkimsal]

Early stage companies do well to take this approach, because they can use the input to inform future service/product enhancements knowing what works and what doesn't.

Specifically with Dell, one of their big angles, IIRC, was custom built stuff. While there wasn't an unlimited variation of possibilities, it was enough that my Dell wasn't necessarily the same as your Dell - whether it was their problem or not, many other vendors would punt on the support.