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Do you really know what you are buying?
Do you ask where the product was made? Do you ask who handles support and warranties? And do you care? I have had both positive and negative experiences with US and offshored support organizattions. It sounds like Dell did not manage the situation very well. The employees were not fully up to the standards that took Dell over 15 years to build as a competitive advantage. In less than 2 years they appear to have squandered that advantage. It is not the fault of the worker, it is merely bad management that put their support organization and customers in a no win position. You truly do get what you pay for. There is no reason you can not deliver competent, customer friendly support if Dell properly trains an intelligent person in the technical, cultural and lingistic expectations of their customer, be they American, Irish, Chinese, Indian or Mexican. But that costs money and Linux or MCSE training or A+ Hardware certs or 2 years at a local Techincal College is not going to teach the support personnel the communications skills they need for a global market. This is where Dell, and many others, miss the mark and see their customer satisfaction plumment. It does not cost Dell less if Dell loses customers.
Posted by: Sunny Jalolly   Posted on: 03/31/04 You are currently: a Guest | Members login | Terms of Use
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The biggest problem with Indian tech support  Michael Kelly | 03/31/04
So, can you imagine outsourcing the Rev Falwell's job to an Ayatolah?  kd5auq | 03/31/04
HP is the same  jimmybrain | 03/31/04
to be fair  V Sanders | 03/31/04
it's total costs that matter  furl12@... | 04/01/04
Outsourcing not an answer  drichards1953 | 04/01/04
International support  AbsolutelyNot | 04/01/04
That would be great if  kiddpeat | 04/04/04
Who says executives are "UNTRAINABLE"?  kd5auq | 03/31/04
Huh...  Harvey Birdman | 03/31/04
Harvey! You understood correctly.  kd5auq | 03/31/04
This is a good sign  Squawkbox | 03/31/04
Dell Dimension calls still go to India  mistergoodman | 03/31/04
EXACTIMUNDO!  AdrianKole | 03/31/04
They did not say Dimension support was moved  wd5dbc | 04/01/04
It's not only at home  JimSatterfieldW | 04/01/04
This tells me which machines I will buy for my home.  Natalie GS | 03/31/04
not for home...  ryusen | 03/31/04
Culture very difficult to replicate  ejhonda | 03/31/04
On the nose  FilledOut | 04/01/04
makes sense...  ryusen | 03/31/04
"Support?"  doncowdrey | 03/31/04
HA-HA!  Chad_z | 03/31/04
re HA-HA!  V Sanders | 03/31/04
This applies to development, too  John Carroll ZDNet Moderator | 03/31/04
Indian support  tlymer | 03/31/04
It went the other way for me  JimSatterfieldW | 04/01/04
Do you really know what you are buying?  Sunny Jalolly | 03/31/04
After all, a few Indians never bothered us much in Texas, but...  lomamonster | 03/31/04
Angry American  Quiller | 04/01/04
Angry American, or really Ugly American? [eom]  AJSmith1000 | 04/01/04
Cute  Quiller | 04/01/04
Angry American happy yeah obviously  Stallion_z | 04/01/04
Indian call centers  dhmcguire@... | 04/01/04
Let the market decide the issue  quietLee | 04/01/04
The (non)cultural problem  niolonra | 04/01/04
our economy in shambles  jfalknor | 04/01/04
Really, they are out of India?!  onederer@... | 04/01/04
I personally had this experience!!  zak2002@... | 04/04/04
Apple  TWRX | 04/05/04
Indian "support" = no support  r7di697 | 04/13/04
India failure an understatement  arlbe | 06/30/04
Hey, this is an advertisment - story by nonjournalist  mipsv | 05/06/05

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