Longer Wait Times, Language Barriers, Not as Skilled

Besides the longer hold times to get to tech support (sometimes I wonder if that's their plan, that some people will just give up and hang up and not call back), the language barrier due to the outsourcing to India is the worst problem I've found.

I realize it's not their fault, they are usually very polite and are doing the best they can. Only the computer company (Dell in my case) can be blamed for this.

Seems like each support call takes 10 times longer, because they don't seem to understand you, and I have trouble understanding them.

They make you ''jump through hoops'' to diagnose a simple problem. They don't use common sense, I think they use a 'script' where they make you do things that aren't even necessary (like reset the NV-RAM because your computer has a rattle when you boot it up).

You are often put on hold while the Indian technician looks in the computer or a manual, to see if they can find your problem, then offer some suggestions, some of which don't have anything to do with the problem. It's just "hoops."

I think companies like Dell are putting the burden more and more on the customer and not the company, to jump through these hoops, BEFORE you can get a tech to come on-site to fix the problem or replace a part. I realize it's expensive, but I paid for my 3-year on-site warranty. But they (companies like Dell) try to do everything possible to avoid having to send out a tech OR to send you a replacement part. It's always the LAST RESORT, and only after spending hours performing virtually every test in the book, whether it's related to the problem or not, will you get an on-site visit or a replacement part.

I think we all know that finding a good, experienced (and native English-speaking) technical support rep is VERY HARD these days. But the good ones who have common sense, are familiar with most problems, and know how to solve them quickly, are worth their weight in gold.

There are few computer-related companies that still provide experienced, American tech support people. If I ever get one, I feel really lucky. And usually the problem is resolved quickly.

I've been buying Dells for nearly 10 years (am on my 6th one now) and I miss the old tech support. I swore I would never buy another computer from Dell or anyone where their tech support comes from overseas, like India, where you can't understand the individuals or have to beg, borrow or steal to get an on-site visit or a replacement part.

I heard Dell is finally catching on, and supposedly will be opening a new 1,000 employee call center in Oklahoma City. Even then, I hope these people don't learn about computers from a 2-week training class. I hope they go back to hiring people who are experienced computer users, who know how to solve most problems without having to look it up in a manual.

So we'll see if the computer companies realize that outsourcing mid to high level computer tech support is perhaps not as cost-effective as they thought. My 2 cents.

EZgoin15,
Chicago, IL