Outsourcing....
I've had some horrible, horrible times with these outsourced tech support people, but I think I've actually had more pleasant times than bad.
Put aside the fact that they have to pause inbetween every sentence so that they can reference their script, and that they are hard to understand, they are also pretty easy to persuade if you know what exactly you need.
So far I've gotten a free mobile edge backpack for my i9100, and the 8x dual layer NEC drive is on it's way. Now, I don't call Dell and make up some random B.S. for these things, I have legitimate issues with them. But I never had to demand anything from them, they were always more than happy to help me out and make sure that I am happy.
Just my $0.02
But yeah, funny clip! reminds me of HP and Compaq support.....