My Experience with Dell's Namastechnical Support

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Competency, not Accent, is the issue

Truly it is NOT an accent problem, as most of my dealings are on chat. It is entirely a competency problem. Despite my 30 years as a software developer and MANY projects working directly with hardware developers, I find HP support people simply don't believe the information I give them about system problems, or are unable to understand it, and so require hours of unnecessary actions from customers. This obviously costs HP a FORTUNE in service costs.

I have found that getting kicked up to higher level support usually gets things resolved (at HP). For somebody like me, who exhausts every line of test, research and action BEFORE calling, it is frustrating to have a support person who is basically looking up the same support documents I've already, and asking me to perform tasks I've tried, but who refuses to believe me.

Posted by: rberman   Posted on: 06/29/09 You are currently: a Guest | Members login | Terms of Use

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