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General discussion

Dell cancels Indian tech support for corporate customers

Nov 25, 2003 11:46PM PST
Dell cancels Indian tech support

AUSTIN, Texas (AP) -- After an onslaught of complaints, computer maker Dell Inc. has stopped using a technical support center in India to handle calls from its corporate customers.

Some U.S. customers have complained that the Indian technical-support representatives are difficult to communicate with because of thick accents and scripted responses.

Tech support for corporate customers with Optiplex desktop and Latitude notebook computers will instead be handled from call centers in Texas, Idaho and Tennessee, Dell spokesman Jon Weisblatt said Monday.

Calls from some home PC owners will continue to be handled by the technical support center in Bangalore, India, and Weisblatt said Dell has no plans to scale back the operation there.

Discussion is locked

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Re:Dell cancels Indian tech support for corporate customers
Nov 26, 2003 1:34AM PST

On our recent vacation, with wife doing most of the driving through several states, we stopped overnight at several motels that are apparently owned by India nationality people. Some had the traditional 'British' english accent that can be hard for me to understand, but some...well.. didn't understand most of what they said, just nod my head smiled, used & took clues of "body" english to get the check-in done. At one had a hard time finding the ice machine...he describing how to get to it. Wink
Guess I'm just too used to the Spanish Tex/Mex accent around where I live.

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Do Corporate Customers have more problems?
Nov 26, 2003 5:20AM PST

that Corporate Customers seem to be the ones with the problem... The rest of the customers ought to understand them since no change is being made for them.

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Corporate customers have bigger budgets and annual upgrade plans. nt
Nov 26, 2003 8:31AM PST

.

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Appears to me that corporate has more money, buys more, carries bigger stick. (NT)
Nov 26, 2003 8:42AM PST

.

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No, the home owner complaint just doesn't carry the same weight.
Nov 26, 2003 1:24PM PST

Begining business, screu the little guy, kiss the big customer's butt.

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Re:Do Corporate Customers have more problems?
Dec 1, 2003 2:26AM PST

The product lines for corporate customers are designed, and priced, according to corporate needs. One of those needs is the ability to get systems back in working order promptly. We expect better service and we pay more for it.

Dan

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Now you know what they think of the consumer.
Nov 26, 2003 4:17AM PST

Sigh! If you are patient enough, and if they don't hang up on you because the call is taking too long, maybe you'll eventually get someone who knows what they are talking about.

Unfortunately, most tech support has moved in this direction. They recite a script, you do what they tell you which may create new problems on the machine, and try to get some useful information.

Now, I uninstall, download the latest drivers, and reinstall before I call them. Then, when they read the script, I say 'I've done that already.'.