The Internet also helps Dell provide better and cheaper technical support with technology that allows buyers to log on to a Web site for instant answers and software fixes (see box, opposite).

FORBES: PCs for the masses

According to the ruling, the company made many customers who had signed up for on-site repairs dismantle and fix their own computers, as well as trying to discourage customers from contacting technical support.

FORBES: N.Y. Court: Dell Deceived Customers