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Somewhere in the Midwest
Join Date: Oct 2001
Location: In the barn!
Posts: 12,499
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I.t. Guys..
and non-IT guys, how many times have you felt like this.
"They're extremely polite, but I call it sponge listening - they just soak it in and say 'I can understand why you're angry' but nothing happens," "scripted responses" About F'in time! http://seattlepi.nwsource.com/business/aptech_story.asp?category=1700&slug=Dell%20Call%20Centers |
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11-25-2003, 04:42 AM
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Registered
Join Date: Sep 2002
Location: MN
Posts: 1,041
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Souk...I'm going through some issue's right now with their tech support through e-mail...horrible is one word that comes to mind...working on a Dell S2500 Workgroup printer (lexmark cloned) and an Axium...
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1992 964 C4 Coupe (black/black) 1982 911SC Coupe (lt blue met/black) 1965 Mustang Fastback (black/black) |
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11-25-2003, 05:40 AM
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Registered
Join Date: Jun 2002
Location: Southwest OH
Posts: 65
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It is really too bad, because Dell's support quality for a while was one of the reasons to purchase with them. I guess that is no longer the case.
If you read the entire article, they are still using support centers in India, it is just they are using them for different products. In other words, they have shifted the problem to a different set of consumers. I think the Optiplex and Latitude lines are more business oriented products. This means that instead of giving the bad service to their big $$$ corporate customers, they are probably shifting the poor service to individuals. I'm starting to get pissed off about how much service work we are shipping off to other countries. The U.S. really became a super power in the world because of its manufacturing might. We have shipped all of those jobs off to Mexico, China, etc. Then our power was in the services industries. Now we are starting to ship all of those jobs overseas as well. What jobs are we going to be left with? I'm in the software industry and I have seen a big shift in companies farming out their development work to places like India. It scares the hell out of me. Maybe we as consumers need to start vocalizing our displeasure a bit louder. Sorry, I got a little carried away there.... 
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DG WANTED: 86-89 Turbo or 3.2 Coupe (Black/Red/Silver/Grey) |
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11-25-2003, 11:13 AM
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Somewhere in the Midwest
Join Date: Oct 2001
Location: In the barn!
Posts: 12,499
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I'm not an IT guy, but I have dealt with the calls to India for personal tech support. The quotes from the article are exactly how I felt. I recall screaming at the lady on the line about a smple request (can you verify my registration?). And it was around and around, down her list of questions. If the flow chart is not correct, then the customer must be wrong.
I'm not an IT professional, but I have some computing skills. I could have walked that lady through the problem, but she was not cooperative. It really is a shame. |
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11-25-2003, 06:48 PM
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one of gods prototypes
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Brought to you by Carl's Jr. |
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11-26-2003, 04:26 AM
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B58/732
Join Date: Feb 2000
Location: Hot as Hell, AZ
Posts: 12,313
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Hate to say it but the Dell support personnel in the US are morons as well.
I'm still trying to get my credit card refunded for the laptop I returned in mid-October. Fortunately I used an Amex card and just disputed the charge. Amex still believes in customer service, at least. 
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ΜΟΛΩΝ ΛΑΒΕ I don't always talk to vegetarians--but when I do, it's with a mouthful of bacon. |
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11-26-2003, 05:18 AM
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Information Junky
Join Date: Mar 2001
Location: an island, upper left coast, USA
Posts: 73,167
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"I Feel Your Pain." --Bill Clinton
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11-27-2003, 09:02 AM
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1985 Porsche 911 carrera targa 3.2
