I agree sometimes....I had a problem with my Direcway 2-way satelitte service and I got a person that I could not understand hardly anything that he said but we worked through it and he helped me.
I talked with a Dell rep the other day and we had the language thing going on so I know what you mean. I think sometimes they can't understand you like you can't understand them. Oh well

I have heard from both Customer Service and the tech from here that they are getting a whole lot of complaints. If they want to use them, maybe they should be used in their own country where they can both understand and be understood.

We did pay for support and think we deserve to have it be quality support and from people with which we can easily communicate.

In my marathon of tech support over the past week I had several who I either couldn't understand at all or just barely. I finally had a tech rep who took ownership of my case and she explained to me that when we call tech support it is possible to get someone in one of several states, or one of several different countries, India included. That just blew me away! I think that if I'm calling from the US, then I should get a tech support person who at least is from the same country!!!

nt = No text

You and me both. This is rather tacky but is what I do. If my call is answered in India, I hang up!!!!!! The last time I tried, it took five times for me to get the Tech to understand what my service tag was. Frankly, I have other things to do than to try and talk to someone who can't understand me.

This is not the fantastic support that I have heard about. I have many friends who have all owed Dells for years and they have raved about the support. We all got new Dells about the same time and everyone of us is really ticked off that the contract was let to a very low quality service!!! Think it is about time that we start bombarding Customer Service. I actually called Microsoft who gave me another number that was for software and he is who got me finally to an American who was appalled at what happened durning my previous session. Love from being able to get online with problems to being crashed by a tech!!!! I was assured that this was NOT my fault.

I have purchased two dell 8200 computers since Dec. I have not had many contacts with tech support but most of them were with people who I couldn't understand. "Could you repeat that" was half of the conversation.
One tech I could understand told me they were running classes for the people unfamiliar with our language. I believe I will use the hangup suggestion above from now on to avoid the frustration I felt.
I'm sure Dell would like this problem not to exist. I wish effective communication was a job skill required of all tech support personnel at all the equipment and software providers I have to deal with in the future.
On a positive note, the computers work great .

I have not had the good luck you have. The first computer I got had to be returned. It had bad problems along with wrong equipment on it. This one came with a cheaper video card than I ordered and paid for and the audio card was unusable. The thing looked like a cat had rested on it and squashed the surface. I got the video card replaced and trashed the audio card. All this sending back and forth and slow credit refunds were not worth the hassle. I have also had to have the door on the front of the CPU replaced. It took their tech all morning long to do it and when he got it off it still would not close. It and the connecting bars between the DVD and the CD/R/RW are made of flimsy plastic. This is not how they used to be made. Sheesh!

While they are running English classes for the foreign classes I wish that they would include how to troubleshoot a computer problem. It is not JUST the trouble of understanding, it is also a problem of being under-trained and inept!!! A knowledgeabe tech would NOT crash a customer's computer.

And if Dell does not like this, why are they allowing it???? To put more bucks into their pockets. They don't have to send us to foreigners. They have OPTED to do so.

It was not poor online tech support that did in Gateway, but on site tech support and repairs. They too decided to save money and didn't hire enough tech to repair the computers brought into their Country Stores. Because of this many people who had been their customers, including me, were not repeat buyers.

You should not feel sorry for Dell for using foreign tech, feel sorry for those of us who bought their product and have to deal with inept support along with communication problems. Keep the American buyers with American Techs!!!!! I have never gotten off line with a crashed computer caused by a tech. Knoweledgable tech????.....I don't think so. The American I got to that night was appalled when he read what he did and what his suggestions were IF my computer had been capable of rebooting after his expert (?) advice. Think I may get a t-shirt that says my Dell Computer was crashed by one of their techs. Mad....you betcha!!!!

thankee

I have to agree with you about the LACK of customer service and not to mention the poor quality of the service you do receive.
I currently am having a problem with my fan. I know it is my fan and I have emailed some gentleman named Alex about it for THREE days. I keep getting told for me to rip apart my computer, which I am glad to say I have refused to do. I figure my computer is less than one year old, it is under warranty. I am not doing the work of their service techs. I have requested at this point for him to pass it along to a supervisor.
My friend had a very similar experience and their computer was only a few months old! The Dell tech advised them that they were experiencing trouble with the fans and wanted them to take their computer apart and "trouble shoot" which they refused and then insisted on being switched to an American service rep who immediately sent out a technician to replace the fan- a five minute job for someone who knows what they are doing.
One question---if they want the average consumer to do the work of the tech first of all why are WE paying big bucks for a warranty and second are they going to fix at no charge anything that we may accidently break doing their troubleshooting????
One of the reasons I chose Dell over the competitors is their reputation for excellent customer service. As a customer service representative myself I have to say that I am at this point quite frustrated and highly dissatisfied with the customer care I have received thus far!!!!

I do not blame you for being upset. Mine was with the flap on the front of the CPU. I was on with a foreign tech who had me trying to get up on the desk etc. I barely bumped it while crawling down. He *insisted* that I could fix it.....NOT! I hung up and called until I got an American who got mailing me a new one after an ordeal not to be believed.!!. As I said earlier in the thread, it to the tech all morning long to fix it. The sides of the computer had to be taken off and it gave him a lot of trouble. So how in the devil was I suppose to be able to do this with a phone in my hand.

Yes we did pay for on site service, so why is it so difficult to get it???? I got my FIRST 8200 in Dec. and also my 2nd. I know how to add and remove hardware but I was not familiar with the Dell's innards but I did learn since I was not sent the video card I ordered. However, there was NO way I was going to take on something like changing the door out. I had a small problem though. My inept saleswoman not only wrote down my order wrong, she also misspelled my name. Therefore, my service contract was not transfered to the 2nd machine they sent out. The American tech was more than willing to send me a new flap and an on site tech to replace it but he couldn't because the fool even misspelled my name. To Dell I was Suan not Susan. I talked to three Customer Service people who assured me they would handle it....NOT. I try to remain polite, but I finally had it and demanded to be put in touch with a supervisor. I am not sure who I finally ended up with but he did *finally* get my contract transfered. This took the better part of 2 weeks of me sitting with a phone glued to my ear. It should NOT be this hard to deal with these people.

After this last experience, the crashing of the 2nd one by one of the foreign techs, I will never deal with them again. I have started this thread and when I manage AGAIN to get my printer hooked up, I am writing to the Corporate Office and sending multiple copies of my letter to every big wig I can think of. I think it is inexcusable that my machine was crashed by one of these fools. I am mad. I have lost valuable information because of this. I got on the phone with a computer with a lot of problems but I could get on. When I got off, because of his instructions to me, I was unable to reboot and backup. I find this apalling as did the American tech I got hold of later. I was told I could install Windows 2000 and get back on!!! Get real!!! I was crashed.

I got an alterate phone number for tech support over another incident with which I usually get an American tech. After my family leaves for Easter I will be calling customer support and will be complaining to them loud and clear. Dell needs to get its techinal support back to what it used to be or I will never own another one!!!

My suggestion would be to call Customer Support and demand to talk to a supervisor. You deserve to get the service you paid for and it is a shame that Dell has lowered its past high standards that resulted in both of us buying their product. You might also want to write a few letters.
alice01 wrote:
- I have to agree with you about the LACK of customer
- service and not to mention the poor quality of the
- service you do receive.
- I currently am having a problem with my fan. I know
- it is my fan and I have emailed some gentleman named
- Alex about it for THREE days. I keep getting told
- for me to rip apart my computer, which I am glad to
- say I have refused to do. I figure my computer is
- less than one year old, it is under warranty. I am
- not doing the work of their service techs. I have
- requested at this point for him to pass it along to
- a supervisor.
- My friend had a very similar experience and their
- computer was only a few months old! The Dell tech
- advised them that they were experiencing trouble
- with the fans and wanted them to take their computer
- apart and "trouble shoot" which they refused and
- then insisted on being switched to an American
- service rep who immediately sent out a technician to
- replace the fan- a five minute job for someone who
- knows what they are doing.
- One question---if they want the average consumer to
- do the work of the tech first of all why are WE
- paying big bucks for a warranty and second are they
- going to fix at no charge anything that we may
- accidently break doing their troubleshooting????
- One of the reasons I chose Dell over the competitors
- is their reputation for excellent customer service.
- As a customer service representative myself I have
- to say that I am at this point quite frustrated and
- highly dissatisfied with the customer care I have
- received thus far!!!!
-
-