Posted: 2/24/2003 9:22:30 PM EDT
| I have been having some issues with the computer lately and as a last resort had to call the tech support line. I have called about five or six times in the last week or so because the problem was not resolved. Every tech I spoke to had a foreign accent that I could not identify but they all sounded very similar. I thought this was a strange coincidence that every tech I spoke with had a similar sounding accent and I asked the last one I talked with where they were located. INDIA! It is hard enough to follow these technical instructions from someone who speaks perfect english, try it from someone who speaks english as a second language and not very well at that. I know that Dell has been having problems and they laid off a lot of people, now I know who were some of the ones that got laid off. And my computer still is not fixed. |
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Allmost all tech-support for the major tech companies and quite a lot of programming jobs have been sub-contracted to India. I've worked tech-support. It's an afterthought for most companies who's primary goal is to sell the hardware and get the $$$ in. In the busted dot-com I worked for we had 20k+ users of our software and averaged 100-200 calls a day but most of the $$$ went to Marketeting droids and exec pay. Hell they even dumped the entire QA department and expected tech-support to deal with the calls that came in because of bugs that slipped out. |
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Get them to escalate.... and you will get routed back to the states. We have their Gold support on our servers, and I have never dealt with more knowledgeable, competent, fast, and polite support.... hands down. Glad I dont have to deal with their desktop people.... of 1st line server support. |
| I had a problem understanding them when I called had to call back a few times.finally got a hold of what appeared to be a lady from the states who resolved my problems.we talked for a few and discussed me not being able to understand the person I talk to before.she told me all I have to tell them I would like to speak to someone else,since I don't understand what you are saying. |
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A little off topic, one firm found their British customers were resistant to outsourced tech support in India, so the company brought in voice coaches to train the Indian service associates to speak with British accents! The associates would watch BBC to catch the sports scores and weather, in case conversation arose. New Yorker accents and a generic southern accents were also very popular among the servce associates. Maybe Dell should giv it a try. |
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Well, hear it from the horse's mouth: I work at Dell in technical support in our Server group. It is true that we have outsourced a lot of support to India. Yes, the country India. This is mostly in our desktop and portables lines, in the consumer divisions. I think the corporate customers will eventually be outsourced to them, too. I DO NOT LIKE THIS SITUATION. I think it will hurt Dell's 'award winning support' and will result in costing customers. I don't think any other company does anything BETTER, but we're taking a step back with the move to outsourcing. If you do have to talk to an outsource group, give them your email address, so you can get the survey, and fill it out! Make it known that you don't like talking to foreigners. I hate it when someone calls in that can't speak English well. The Gold support contract is a good alternative. That support group is internal, so you will talk to a real American person. They also have the initiative to take ownership of issues, and they can assist with things normal support won't touch. |
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Quoted: Well, hear it from the horse's mouth: I work at Dell in technical support in our Server group. It is true that we have outsourced a lot of support to India. Yes, the country India. This is mostly in our desktop and portables lines, in the consumer divisions. I think the corporate customers will eventually be outsourced to them, too. I DO NOT LIKE THIS SITUATION. I think it will hurt Dell's 'award winning support' and will result in costing customers. I don't think any other company does anything BETTER, but we're taking a step back with the move to outsourcing. If you do have to talk to an outsource group, give them your email address, so you can get the survey, and fill it out! Make it known that you don't like talking to foreigners. I hate it when someone calls in that can't speak English well. The Gold support contract is a good alternative. That support group is internal, so you will talk to a real American person. They also have the initiative to take ownership of issues, and they can assist with things normal support won't touch. Matt... I'm afraid the Black Van will be by to pick you up after work. Don't struggle... it'll only make things worse for you.[sniper2][peep] |
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Yep, I totally agree with "slickpilot". I've had my Dell a few years and the last time I had a problem I couldn't hardly understand the guy. I had to repeat myself about 5 times to the point I was getting pissed. Yes, my problem got solved but I believe the tech was going thru an answer screen and coming up with the correct response. But looking back I'd rather called these guys than take it in to a local shop. |
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Dell, Monsanto, Busch Brewing, and any other companies that have sent their IT work to India can - KISS MY ASS! That is where my wife's job went last month. If you buy Dell, you get what you deserve. If we all don't stop buying Chinese products, the economy is going to collapse - how the hell do you create wealth by selling burgers and tacos to each other? It can't be done. |
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Quoted: Wow, I guess that commercial of theirs is nothing more than 30 seconds of BS. Figures. Yeah, I saw a program on TV one night when I was up late and nothing good is on. It was some news/documentary thing about how many companies move overseas for cheap labor. The main feature was Dell. My Dell is a piece of crap so I've had the misfortune of calling there on several occasions. I just though "Damn, I ALWAYS get a foreigner." EladEflow thought the same thing (his Compaq rocks, he just needed to call for me a few times). I later mentioned this to him. Then when I saw their new commercial, I thought that was the hugest BS ever. One other note: On this program I was watching, it showed the extent they went to to make them sound "American". The people on the show did sound, for the most part, American. Unfortunately their tech support is not this way. Dell can find new customers - I'm not buying their crap again. Award-winning my ass... |