He should also look at some other MFG of computers. Gateway for one who I used to work for. Something I could tell you about pressure selling when calling tech support.
For example if you had a computer that was out of warranty and you just needed a hard drive we where directed to try to sell them a new system. Even if there system was still under warranty we were told to try to upsell either a bigger drive or new system even if they did not need it.

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