Posted on 06/03/2008 2:21:30 PM PDT by HAL9000
Would you pay extra to have an American answer your customer-service call? Dell is hoping you will.
The computer maker recently put out a press release announcing
(Excerpt) Read more at blogs.wsj.com ...
North American could be Canadian.
Last time I called Dell Support, the East Indian that answered the phone told me to format my C: drive as the only remedy.
A quick call to a local networking guy had me up an running in 60 seconds.
North American could mean Mexican...
Twice this past week I called for customer support (which is rare for me). One person was in South America and the other was in India. I said exactly what I needed in about five words, and they could not understand me fully, even though they were very close. I asked to speak to someone in America, and they transferred me. I told the American person that I really didn’t mind speaking to someone overseas, but I shouldn’t have to repeat something so very simple.
Are you aware of this?
Nice to see you again, HAL9000. :-)
They have done this for awhile, at least commercial accounts. We had gold protection which got us American support.
Just want to make it clear (my fault) that my support calls were NOT to Dell.
I have to admit that I am done buying Dells. I just bought a new one a few months ago and it has been nothing but a problem right out of the box. It has been very difficult to communicate with “tech support” people that don’t speak english very well and are obviously reading off of a troubleshooting card instead of just listening to the problem.
/rant
That felt better!
I talked to some Dell customer service reps recently in the Philippines. I had no problem understanding them, and they were actually helpful.
ping
I think if you buy on the Small Business side, you get a little bit better service.
Verizon internet tech support does this also. Their basic support consists of an Indian or Phillipino with poor English skills, who can’t deviate from a rudimentary script.
It costs $60 to speak to an English speaker. A hideous joke of a company.
North American is just the support center. You could very well wind up speaking to an Indian or another tech who came here on an H1-B.
“North American could be Canadian.”
****
The escalation and case manager line for HP is located in both Toronto and Vancouver, BC, Canada, but the technical line is in India.
How do I know? My HP laptop is a lemon and after numerous call, you find out these things. Friends don;t let friends buy HP.
“I talked to some Dell customer service reps recently in the Philippines. I had no problem understanding them, and they were actually helpful.”
*****
Because the Philippine educational system was implemented by Americans during the occupation from 1900-1951. School children are taught the English ABC’S AT THE SAME TIME as the Philippine alphabet A, B, K(C) etc.
I could drop you off in ANY Philippine jungle and those schoolkids can converse with you in broken but understandable English.
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