Dell drops some tech calls to India

TalkBack 17 of 62:

Next »

« Previous

• Thread View
• Flat View

Factors other than initial cost of support call

When I experience a major crash after applying a Microsoft patch to an Exchange server, I was routed to tech support in India. The technician was very polite, and seemed knowledgeable. However I had questions about his solution, as it appeared to be a rehash of a standard MS solution that I had already tried. The tech suggested he email the solution as I "would be more comfortable". The email came, and sure enough, I had already tried this 3 times, hence the call to tech support. I replied stating I had tried the solution during previous attempts and pointed out that the written solution contradicted itself. I final call and spoke with an MS manager who agreed and routed me to Redmond tech support.

My specific problem required a senior engineer and should have never been routed to India's tier one support. Once there should have been immediately routed to a senior tier Exchange engineer.

My experience is that the off shore tech support is geared more to low level end user issues. As an IT professional for 10 years, I already know those answers. If I call I need unplug this, reinstall that. Conversely I doubt most non-technical end-users will be able to overcome the language barriers present, the first of which is an inability to speak and explain technical concepts, the second of which is the actual spoken language

Posted by: netbabeusa   Posted on: 11/24/03 You are currently: a Guest | Members login | Terms of Use

Alert moderator to an offensive message

Subscribe to this discussion via Email or RSS

SponsoredWhite Papers, Webcasts, and Downloads

• Three Steps You Need to Know to Stop Data Loss Varonis Sensitive data exposed to misuse or loss... it is the stuff of nightmares ... Download Now
• The Impact of Virtualization Software on Operating Environments VMware Today's use of virtualization technology allows IT professionals to ... Download Now
• Building the Virtualized Enterprise with VMware Infrastructure VMware VMware virtualization software has been adopted by over 120,000 enterprise ... Download Now