I think Dell should make some compromises/concessions to customer support

I think the #1 issue with Dell that most people can't stand is that they outsource to india and can't understand who they are speaking to when they need support. And when I'm emailing them, everytime i email it gets transferred to someone knew who has no clue what happened before and really doesn't know much all together.

I say

1) For the lower end budget lines like Inspiron and Vostro, first of all Dell needs to come clean with customers and make it clear that their customer support is handled by outsourced employees in India. No games about "Sorry sir I cannot disclose my location" or fake American names like George or Billy or Caroline. Second they should lower the price by an arbitrary fee, say $20.
Third, they should have teams of 4 people who work next to each other so the case never gets passed to too many people who don't know what happened before. I know people aren't always there 24/7 but they should at least have some people who are consistent with your case.

2) For anything higher, such as XPS, they should offer support with someone who speaks English natively... people in America, maybe Canada. Charge the $20 fee if they want, I'd pay it. Only a team of two members handle a case.

 

First of all, they should provide american speakers to all customers.

 

Yeah, but I doubt they could afford it. India= higher amount of working class citizens that work for less.

 

Huh? Have you tried calling tech support or customer support?

 

Oh sshooottt, I mean't to say first of all they should provide american speakers to all customers. Left out the should

 

ohhh lol
yah haha
I reread that and was like oops he put should in

 

Why should they provide American speakers? Who cares as long as they provide speakers I can easily understand, that's all. India, Russia or Antarctica -- I don't care where they are from as long as they speak clearly and well and have the knowledge to help me.

 

You must be great at linguistics cuz I can't understand them at all

 

I just called and asked whether or not any m1330's have been shipped today.

I had to TELL the rep where I got my information. She went to www.direct2dell.com and proceeded to tell me, "Yes, I can confirm that the m1330 models will start to ship today."

I thought XPS customers got some sort of better customer service??? Am I wrong???

 

If you guys want better service buy through Small Business.

 

can you buy the topname consumer computers like the Inspiron 1520 or the XPS 1330 through Small Business?

 

I think it's fair. Why do you think Dell is much cheaper than other laptop brands? It's because they use Reps from 3rd world countries, how else are they going to lower their expenses so they can offer customers a lower price? Imagine a rep from USA how much would they get paid an hour? $10? Over there in India that's how much the rep will make in 2 days.

 

Well then by all means I think a $20 charge would more than cover it

 

No it wouldn't. How many hours will you talk to customer service for the entire purchase of your laptop? I reckon atleast 10 hours, this is from ordering it, to talking to them about little problems, and after you get it if they missed a part. Also in the future when you want support etc.. they all put that into perspective. Now 10 hours in USA will probably be $100 to pay of the wages for the customer reps, however in India it's more like $5.

 

Hey I am from India (in U.S.now). Don't blame the tech support in India. Have you ever tried calling sony customer support(which is right here in U.S.)?. They are much worser than dell's. It's not the fact that customer support is being outsourced and they don't speak english. The customer support people does not have (provided with) enough technical information.

 

Well doesn't really matter, it's just that no one wants to talk to an indian for tech support

 

Uh.....

I, for one, do not care who I talk to as long as they're knowledgeable.

 

I don't really care where the tech support is, but call center workers, in general, need to be trained more thoroughly.

 

I'm not blaming them, did you read my posts?

 

Even if you can't understand them and it takes twice as long or more to get things resolved? No sir, most of us would get frustrated by that

 

alot of the time they are just looking at the same help thing you can find on your own computer. they need to have people that are very knowledgeable and understandable. i could care less if their in india as long as they can help me.

 

Good on you. Honestly, from that sentence your problem seems less of bad service and more of personal prejudices. The latter are not for Dell to fix or indulge.

Personally, if I can understand them, I don't care if they come from the moon.

 

rrrright but what if you CAN"T understand them? cuz 99.999% of the time I can't understand them

 

Dell should hire support people who speak English well and clearly as I already said in a previous post. They can be Indian, they can be Russian, they can be whatever. But if servicing American customers, they must be able to understand and make themselves understood.

Indian does not automatically mean incomprehensible. But if you do happen to hit an agent who you just can't understand, nothing wrong with politely asking to be transferred to someone else. I've done it. Never had an issue.

 

One of my friends is from India, his parents both have a think accent, so I have a little experience with this..LOL

 

So if you guys absolutely NEED the awesomest tech support why don't you pay the extra $69-$99 to get Gold Tech support (included on XPS systems)? That way you would have a dedicated line in the U.S. with a less than 2min wait time and a level 2 tech to speak with.... Why don't you do this....because you want the most computer for the least amount of money and aren't willing to pay for service you just expect it. Now Dell could bundle in all this support that you "expect" but then the computers would be $100-200 more expensive and we couldn't have that.... what with all the fighting over price and coupon stacking.... Sorry rant over, just try and take a look outside the box next time your brain tells your mouth to say something.

 

oh I see what you're saying
yeah they just need them to be able to speak english, preferablly natively

 

You're missing the point of "Dell should make some compromises/concessions"
I'm willing to pay $20, $25 tops for American tech support

 

So I guess Dell's successfully lowered the bar for tech services that people now have to buy "Gold" tech support to get proper tech support?

This is why I didn't buy from Dell.

 

$20? lol that's nothing! Again DELL saves a lot of money because of hiring people from India, it's more than $20 a person, I'm sure they save atleast around $100. This is why Dell is cheaper than other brands, if it had customer service in USA or any other western country then you will see their prices will be much higher. I sort of think that you're not having a problem with their accent but more to the fact that they're indian. You sound like a racist, I may be wrong but your comment "Well doesn't really matter, it's just that no one wants to talk to an indian for tech support" is racist.

 

why the hell would I care if they're indian? I wouldn't care if they were african, chinese or italian.. if I can't understand them, I don't want to talk to them

 

It's a basic law of business, you get what you pay for...there's no shortcut. Yea you do have to "buy" gold tech support but only if you need it. Dell could roll it into the cost of the system and jack the price $100-200 (i.e. apple) but a LOT of people just want a cheap computer. Same rule applies if you build your own system, you can get a cheap ass fast comp. but if you got a prob. its on you to fix it. And again it goes back to you get what you pay for....

 

You are not blaming India, but you do mention about cheap labor in India.

Let's close this country issue once for all.

It's Dell's job to properly handle customer issues.

 

Yes.. well labour in India is cheap. That's a fact.