These topics are posted almost every day.... and believe me, the vast majority of people on these boards agree with you, the quality of service provided now is terrible. But for all these topics posted it has done nothing but clutter up the boards.

Maybe eventually the string of abusive posts and phone calls will prod some sense into, and some type of positive reaction, from Dell (so far, they have only moved small business support away from India)....... but I'm not holding my breath. Just like they think sending refurbed parts out to replace dying ones is cheaper (only you have to send 10 of them to get 1 that works), they also find tech support in India is cheaper.

So until some bright spark in Customer care shows them that tech support in India is costing more in losing customer satisfaction than its saving in labour, in India it will stay.

stu

 

Message Edited by danielss on 02-17-2004 05:28 PM

that's exactly why they moved it back to the states.  The businesses were complaining about the communication difficulties.  But then again call tech support for any other major computer manufacturer.  You won't get support in the states unless you are extrememly lucky.  All of HP support is now over seas.  Dell has 3 call centers for laptops in the states still, it's all a luck  (or unluck) of the draw where your call is forwarded.

One little comment on your signature...

"Nevertheless, DELL is abysmal, and don't expect it to get better...
especially as DELL exports more and more jobs overseas."

At least they're moving some technical support over to the States. Although in a recent article in some computer magazine there was a quote from Dell saying that it wasn't becuase of problems with understanding the reps.

I wouldn't mind it being overseas if their English was comprehendable. I once heard one of them say "...how you say...." as if they could not find the word in English to express themself. How rediculous is that?

 

Message Edited by danielss on 02-17-2004 05:05 PM

Hello Everyone,

Reading through the various postings on this thread was very amusing. First of all this is not the place to post a thread like this (This is the message board for General Hardware - duh) and even though the majority of people writing here are fed up with Dell Computers, they are venting their frustrations against the Offshore Tech support !!

Yes Dell's quality has gone south, big time ! But guess what? the Tech support in India has nothing to do with it ! They are doing their part  to keep the prices low so that you can buy these laptops at more affordable prices. You should be directing your frustration on the quality of parts and construction (which I think is being done in Malaysia) and to the quality control (which is being done in the US !!!)

I found it very funny how one forum  member (Danielss)  foresaw doomsday - "However, there's one thing..........Eventually the US will be a 3rd world country" !!!! Thats dramatics at its best. This guy actually thinks US will be a third world country by outsourcing !!! Doesnt he know that US has been manufacturing almost about everything for the past 25 yrs in China, and guess what ?? They are still the biggest power on the face of earth !!

Well for your information, I have a business and get connected 90% of the time to US Tech support. And still my Inspiron 5150 had to be sent back to repair 3 times in 4 months !!

You not only have a Dell dude, you have issues too !!!

 

 

 

Message Edited by danielss on 02-17-2004 05:27 PM

Scorpio, don't like that this post is this forum? Get over it and don't read it........ NEXT?

icepop77, even if you don't like it, Scorpio is right - this isn't the right forum for this kind of post. The boards only work when everyone takes the time to familiarize themselves with their layout (hardware, software, and other), and abides by their rules. There is a Customer Care section for these kinds of concerns.

I actually watched part of the CNN report, and I found it to be shallow fear-mongering for the most part. Of course, since I'm not american, I find it difficult to get up in arms about american jobs going overseas, but I also think that this is an opportunity for america. If computers cost less, think of the benefits to americans who couldn't afford one before! Think of the innovations that will be possible using ever-more-powerful computers. Isn't it possible that these things will mean that americans will be able to have better jobs than tech support?

Also, they ran a list of companies at the end who send jobs overseas, and Dell wasn't on it. Apple and HP both were, though. I tried to find the full list on CNN's site, but couldn't. If anyone has a link, I'd be curious to see if Dell is mentioned or not.

All of this is separate from whether any of us want to buy from a company whose tech support is overseas. If you don't like the support that Dell offers, buy another brand. Of course, if your requirement is tech support in the U.S., your list of potential suppliers gets pretty short. You may be better off going with a local store you trust, who'll build your computer and support it.

Personally, I think my next computer will be a Dell, although that will hopefully be quite a few years off yet.

 

Message Edited by danielss on 02-17-2004 05:31 PM

 

Message Edited by Scorpio1029 on 02-17-2004 06:46 PM

 

Message Edited by Scorpio1029 on 02-17-2004 06:47 PM

 

Message Edited by danielss on 02-17-2004 05:27 PM