Dell to Stop Using Indian Call Center for Corporate Customers

'My cable company also has an indian call center. I called them about a technical question with my cable modem and could not understand a thing the "tech" said because of his thick accent." I had to call 3 times before I got someone that had an accent that was slightly less thick that I could sort of understand.'

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I have not only cable service with Comcast, but the cable digital phone service I had with AT&T is now theirs, too. I just this minute got off the phone with them trying to straighten out a problem with my phone service. I must have been passed to half a dozen different customer service reps and I had nothing but trouble either understanding them or with them understanding me. EVERY ONE had an east Indian accent - so I know all of this is now being handled in India.

This is happening with more and more companies I call. After telling us to be so careful with all our personal information, the credit card companies, utilities, you name it are sending all this info to other continents and far beyond our laws and whatever last bit of care and control we all hoped and prayed might protect it from misuse.

To add insult to injury, the only jobs left in this country are service related and now they are even sending those overseas. Heaven help us.

I had a similiar experience with HP. I had a person from india trying to help me out with a problem. not only was this person impossible to understand, but he was RUDE! Can you believe it? I was pissed off beyond all heck and imagine many others have had the same experience as myself.

Me too. I am sure that on a regular basis, they are asked "Can I speak to someone who speaks English?" and have developed an attitude.

Just this past weekend, I couldn't boot up my Dell PC. I called customer support Friday night, and got a guy in Canada. I thought I lucked out -- and then he told me that support for my computer is actually handled by operators at another number. As soon as I heard that, I knew that in a matter of minutes, a guy from India would pick up the phone. Tiring of trying to explain my situation to him and not wanting to disassemble my computer at a quarter to midnight, I politely told him I would call the number the next morning.

Saturday, I talked to an operator from Texas who pretty much told me to do the same thing over and over and over and over for about an hour, and finally, he asked me to exchange the additional hard drive I installed recently as the boot drive. Not having installed Windows on the second drive, it couldn't boot up, but it would have if WinXP was installed. He recommended that I use a boot disk to start the PC with the second drive, then install XP on the second drive -- and that would be the only way that I could guarantee the survival of the 40GB hard drive. I asked him what had happened, and he said that hard drives just malfunction. Noting that the drive in question had been manufactured in August 2001, I asked him if this was something that should happen to a drive so young. He said "it does happen."

I asked him, "Do you want to go on record as saying that it's not abnormal for a hard drive installed in a Dell computer to give out after two years?"

There was a long pause, and finally said, "No."

Not relishing the idea of several more hours of trial-and-error tinkering, I tried to start it up with the original boot drive one more time. It worked.

I have called Dell techs about seven times since purchasing my first computer in 1996. Only twice have they been 100% correct. If there was an affordable computer with a better track record, I would buy one -- but there doesn't seem to be one.

I work for a call center, my company outsources much of it's call center business to India (not Dell, that I know of).

But, before we flop and twitch too much about outsourcing, we need to do something at home first.

In my community, for unskilled labor (which most of our reps are, or retired), a person can get minimum wage in the service industry such as fast food, Wal-Mart, K-mart, etc. My company pays 2 - 5 dollars more an hour for sitting and helping customers. Granted, there are some pretty cranky customer's out there and it's not easy at times.

However, a small minority of the reps in my call center are dissatisfied with their 8 hour day, higher paying, with benefits job, and are trying to get a union in.

If you were the company that runs these call centers, what would you do? Stay local with reps where 15% or more are on FMLA and call out at will (for sinus problems, headaches, etc.), or go somewhere where the people actually want to work?

I personally dislike calling a customer service center and speaking to someone with a thick accent, but there's a flip side to every story.

This is how I see the flip-side.

In the past Republicans gave incentives to the rich and promoted do-gooder programs that the worker was expected to support (arts, etc). They owned businesses that employed Americans' and provided decent benefits for a decent day's work.

Democrats bought into the idea of programs and "entitlements" have become the norm.

Workers' (actually union leaders) got greedy believing they should share in the profit of business and unions and workers prospered.

Today, Republicans give to the rich who take it out of the country, government incentives and all or the government auctions our jobs via visa programs to foreign workers. Business complains of compliance, unions, competition, etc.

Democrats love the dependence of entitlements and "the great society".

Workers are sick of paying ALL the tabs:

1) for ineffective union fat-cats who care less about the members' paychecks. Their interest lies in dues-paying (working) members and social issues (politics)(as opposed to members'issues);

2) of the rich (taking their jobs);

3) the poor, less fortunate or simply because they breathe folks stealing their paychecks through taxes; and

4) the freedoms and life-style lost because of all the aforementioned.

Politics is in the trash--with legislators openly on the take and enjoying their pay while Americans are "expected" to pay the tabs in jobs and government programs because someone decided a certain group was entitled.

It is the "programs" (the entitled) and the rich (the employers) took our jobs out of the country and both political parties are contributing to the obvious end. The unions rode the waves while they convinced their members they were protecting their workers but the pockets the union was most concerned with was their own and the political pockets. They did not protect the worker from theft of their paycheck but instead they exploited the worker and promoted the theft through support of the democrats. The union workers have paid stiff dues because of NAFTA for the damage caused. BUT, the leaders are still stuffing their pockets right along the side of the politicians.

I am sick of the union worker taking the heat when all they want is protection of their paycheck.

How can anyone hate unions because ALL of us have/had a better life-style because of their fight for fair conditions, benefits, etc and when union-worker pay and benefits raised so did non-union people?

I am convinced unions will again become strong--even if it is in the service industry. Hopefully, they will only care about the members' jobs and paychecks.

AUSTIN, Texas — After an onslaught of complaints, computer maker Dell Inc. (DELL) has stopped using a technical support center in India to handle calls from its corporate customers. Some U.S. customers have complained that the Indian technical-support representatives are difficult to communicate with because of thick accents and scripted responses. Tech support for corporate customers with Optiplex (search) desktop and Latitude (search) notebook computers will instead be handled from call centers in Texas, Idaho and Tennessee, Dell spokesman Jon Weisblatt said Monday.

The upshot is not union vs. non-union, the upshot is that the wave of offshoring is beginning to break ... just a little, but you can see it.

CEOs are beginning to see the effects of their actions. Just wait until the costs of bad software written by 'cheap' programmers come home to roost.

No offense taken.

I do not agree.

Fat-cats are taking their money. Union leaders exploited workers for their personal gain. Sure there are those who take advantage of the system, and in this case, it was the unions. There are those same people in every walk of life who take through the various programs (i.e., workers comp, etc) but I do not believe they are the majority. And who do you blame for that--the union worker? How can they be held responsible for others who expect because they breathe. The majority of union workers only want to be paid fairly for the work they do. Union shops force management to address their profits and weigh their worth.

I never believed unions should "share" profits but profits do reflect the ability to pay (reward) employees for a job well done. The corporation(s)/companies referred to in this page alone are not small and are far from bankrupt. They all whine about the government compliance yet they rely on it to go to foreign countries with incentives given by the government. Would Wal-Mart lose if they had a union shop when they are making billions? You know they employ on a part-time basis and in many instances that allows that same employee to receive welfare--so we are subsidizing the workers' of Wal-Mart while he keeps his billions at our expense. That is being hit twice by the rich--I say.

Who is responsible for medical benefits? The worker or the government because the government gives drug companies long term rights to charge what they please (because of R & D and then they advertise), because of all the heart surgery, because of the fertility drugs that cost us millions in caring for premature babies, because of stomach stapling, because ambulance services have to accomodate large people with expensive oversized equipment, (I would add smoking but they are paying the tabs in many states directly to the general funds). So who is responsible. The worker or the government when immigration costs us millions or we are required to care for the illegals in our country. Just who decided they deserve--simply because they breathe, simply because they manage to gain entry to our country.

The union worker certainly is not responsible for any of the above. He only went to work every day, paid his dues and the leaders took advantage of THEIR power over them the same that our POLITICIANS have done.

No, I do not agree the union worker should be held responsible or blamed for high wages. We live in a society that enjoys many extras and we worked for those extras and now are having to share them with the rest of the world because some damn do-gooder decided it was the thing to do. The common worker has never had the power to make these type of changes. To the victor belong the spoils and the victor will always be the rich and powerful..not the grunt earning a living and enjoying the little extra we are allowed to keep.

All I am asking is the blame be placed appropriately--on the union leaders who exploited the worker and on the government (both Republican and Democrat) who insist that their cause is what we should care about. The people who really pay thess tabs are the workers, those who get up everyday and go to work, the ones that do not believe in bleeding the system, that do not believe they are entitled because they breathe, they have pride and were raised to believe if you want to eat you work and if you want health care you find a job that it is offered. It is not the rich or the poor because they do not pay the bulk, if any, taxes.

It is about time people realize who has been paying the tab. It is not our politicians or those with influence to gain their ear. It is about time we hail to the union worker for his contribution to society because he was railroaded for personal gain and led to believe he mattered.

He/she is not the taker and never has been..the takers (those living off programs) and do-gooders are responsible for the downfall in profits. The worker is required to allow theft of their paycheck and retaliates in the only way they can--through wages. And I am at the beginning again. It is a cycle, I believe, based solely on "programs" someone deems necessary and the theft begins.

And who do you blame for that--the union worker?

Yes, I do. Because union workers have allowed this so-called "leadership" to sell them a bill of goods. When they walk the picket line, they're not protecting their jobs. They're only accelerating the pace at which employers are moving offshore.

How can they be held responsible for others who expect because they breathe. The majority of union workers only want to be paid fairly for the work they do. Union shops force management to address their profits and weigh their worth.

No, I disagree. Unions inflate wages. There are guys working at Boeing with a high school education who turn wrenches and get paid $35 an hour. Why? Because they're part of union.

The union worker certainly is not responsible for any of the above. He only went to work every day, paid his dues and the leaders took advantage of THEIR power over them the same that our POLITICIANS have done.

You're missing the point. I'm not just singling out union workers. *All* Americans are getting paid a lot of money compared to other countries. Nobody is owed a guaranteed standard of living. Inflated wages, exorbitant worker's comp, pensions, medical insurance, taxes, etc are driving employers to find creative ways to cut costs. It's pointless to blame anybody for these market forces. They simply exist. It's like a dam failure: Water (aka money) will move to the lowest point it can find. Personally, I don't blame employers for finding alternate ways of boosting profits. Those who own the wealth make the rules. It's that simple.

I don't believe I am missing the point. Since when did business not pass along ALL costs. Those costs also include labor. Their products were never out-priced for Americans to buy. Their products lacked quality control. And I suppose that is the laborers' fault. I find it interesting that laborers are considered to be uneducated making them worthy of the so-called lowly labor, yet on the other hand it is their fault that the goods could not pass muster when compared to other countries. Sounds to me like it is more a management problem so NOW it is said the workers are making too much money for their brainless work.

Bet you could not tell the miners they made too much money. Or the steelworkers. What about the risks to their health? Not worthy of extra pay? Only education is worthy of that extra pay?

If business wants us to buy their product they have to pay us a good enough wage to do so. You show me a legitimate business that was labor expensed out of business rather than the population choosing another product (supply and demand) or an inferior product.

Move to a foreign country and claiming labor costs are the reason is a hoax.. They are simply finding new fodder to exploit.

Who says Americans are overpaid? Overpaid in comparison to whom? Third-world countries--come on give me a break!

The rich and the government never fail to USE Americans for their purposes (i.e., Savings and Loan bailout)and before the market took a dump, the poor dumb worker was again hoodwinked into believing they might make some money in a 401K account. Retirement plans have all but come to be a thing of the past as a benefit. Another boon for the employer and tough rocks worker. While our legislators take their cushy retirement plans (at our expense) and live the life of Riley. The Clintons' retirement alone makes me sick to my stomach every time I think of it. IT IS SIMPLY UNJUST!! But they are entitled to libraries so we will remember them -- remember what -- how they and their like (which includes all politicians) conned and scammed us. Is the common guy the only one that thinks of these things since no one is willing to find a way to take care of those injustices? Are these examples less of a "program" simply because they are for the powerful?? They steal from my pay for their personal gain! I give a rip about their library or paying their retirement. And why should I? Government sympathizes with business and makes way for business to destroy my (meager) retirement because it is causing a hardship.

So you blame the union worker for "letting" the leaders push them around by striking and walking a picket line? Well, I blame every damn program that gives to the "less fortunate" because some rich SOB or politician thinks it is the thing to do to steal from my paycheck. If I have to walk a picket line to get more of what I had originally well so be it. It is the only place a common person has to show some resistence.

Tell the big conglomerates to quit bending the ears of the politicians. Tell the government to quit giving incentives to business to leave our country. We should be treating them the same as any other foreign company importing their goods. Or maybe organized labor should go to the foreign countries and begin labor wars there because it is the leaders of the countries that are getting rich by selling out their peoples--not the worker.

I tell you it is all about programs--give away programs, programs for our legislators and government programs for businesses, poor, minorities, whiners and blah blah blah. They all are the scum I hold responsible for having exploited the goodness of people.

Yes, you are right, there will ALWAYS be those who have and those who have not, as there has always been. And there will be those who get justice and those who do not, like it has always been. Money and Power rule--that is a fact--so why is it that politicians want us to believe our voice matters?

So we can pay the tab for their 'causes!!' (I.e., programs) to make them feel good.

Finally, affordable housing was and is the biggest scam on the American people. Owning a home makes people reliable so theft of their pay is easier to accomplish and calculate.

I don't believe I am missing the point. Since when did business not pass along ALL costs. Those costs also include labor. Their products were never out-priced for Americans to buy. Their products lacked quality control.

Are you under the impression that products are produced in some kind of singlularly-American vacuum? American companies are competing in a *global* marketplace now -- a marketplace in which labor costs are generally not as high as those in the United States.

The typical response to this threat is for unions to advocate protectionist policies ("protect our paychecks": sound familiar?); but ultimately, it results in Americans subsidizing labor wages that exceed the market price in foreign countries.

And I suppose that is the laborers' fault. I find it interesting that laborers are considered to be uneducated making them worthy of the so-called lowly labor, yet on the other hand it is their fault that the goods could not pass muster when compared to other countries. Sounds to me like it is more a management problem so NOW it is said the workers are making too much money for their brainless work.

Let's get this straight right now: I'm not blaming union workers for making (or wanting to make) more money than their foreign counterparts. In any marketplace, you try to get everything you can for your efforts. But, it's also a universal truth that market forces can't be artificially controlled forever.

Asking Americans to pay higher prices to subsidize artificially high wages is like contributing to a huge Ponzi scheme. Sooner or later, the whole house of cards comes tumbling down. There's no point in blaming anybody for this except, possibly, government for adopting policies that lead to higher taxes and higher costs.

The rich and the government never fail to USE Americans for their purposes (i.e., Savings and Loan bailout)and before the market took a dump, the poor dumb worker was again hoodwinked into believing they might make some money in a 401K account. Retirement plans have all but come to be a thing of the past as a benefit. Another boon for the employer and tough rocks worker.

We partially agree. I believe that the root of most evil is the government, not the rich. 5% of the top-earning people in this country pay 80% of the taxes. Many of the Democrats' prime constituents pay no taxes at all. The government mandates that worker's compensation insurance must be provided. The program is rife with fraud. Insurance rates boom because employers have no choice but to go along with the government scheme. Companies are squeezed into offering health insurance as a competitive offering to employees (why can't employees pay for their own health insurance?).

Eventually, companies have to question whether it's worth it to keep employing Americans. And if you were responsible for the well-being of a company and accountable to the shareholders to provide value, you would see things differently.

I want you to acknowledge that it is not the union worker--it may very well be the union leader! The majority of the union workers work for their pay--it only a few that rape the system. Workers comp is one area and inappropriate grievances is another. The ability to hire and fire is not an issue because an employee CAN be fired through diligence. BUT when was the last management employee fired and many of them need to be who are in union shops.

I fail to see just because India, China, Mexico, or anywhere else can do it cheaper makes it right. I see it as business turning their backs on the American people--the same people they NEED to buy their products. Maybe we should not herald "buy USA made" but rather buy anything that is NOT made by a USA company.

Business has as much loyality to the Americans and the American workers should have to them. It's a shame to turn our country upside down for the sake of world economics Our life-styles are so far beyond the rest of the world in most every way and we the ones being leveled for the benefit of the rich, stockholders and third-world countries. The only winners will be the rich and stockholders and they are "exploiting" the foreign worker the same they wanted to do to the American worker, but for unions--whose union leaders (and some union workers) got too damn greedy. Soon, business will have a whole world of fodder to bow to them.

I agree with you on health insurance. I never minded paying a group premium (offered via employment) and you can be assured it was not for a cold and sitting in the Dr's office--I paid for those appointments. It was strictly hospitalization. BUT when health insurance is provided to virtually everyone (including illegals) because they breathe through theft of one's paycheck is it unresonable to think the working poor are going to want someone to do the same for them?

Government's fault for so called "preventive medicine." Preventive my foot--to gather statistics for the insurance via CDC. Dental care is the same. Both provide jaguar's in the drive because they have guaranteed patients. As I said, I worked for the opportunity to get the job that gave me those options--but initially I did pay for them--at least a good portion.

Hillary caused this mess we are in now--she opened the door wide to insurance rape but on the other hand with the Frankenstein medicine we are enjoying today the costs are unreal. The organ donation program costs tons emotionally and in dollars. Why do you suppose people are put on life-support? And everyone thinks they are entitled.

Protectionism: Yes, I believe that is government's role. Our country should come first. Government should be obligated to take on what private business is unwilling to do. However, I do believe we should have an efficient and well-funded military. I also believe there should be a draft--that includes immigrants as a part of receiving citizenship. We need a sense of country. If a person does not want to serve they can go to jail or another country to live--there is a world now they can move in. I believe it would take care of all the "special" treatment some of the people expect for whatever reason. Government requires school and thus should provide for its "Americans" (not illegals) at an average level. Anything beyond that is at the expense of whomever wants the pleasure of deviation. I am tired of providing for the exceptional at both ends.

I don't believe we are ever going to agree and I still do not believe the business that have taken their business' out of our country are or were going under--it was smoke and mirrors. They abandoned their fellow Americans. I say, let the people working for them buy their products and see how long they stay in business or how long their stockholders will be impressed. It is their stockholders who want to steal from me for the causes they want but will not finance themselves. They are no better than the Hollywood Democrats..

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