It's been way too long since I've griped about Dell. I won't beat a dead horse, but I will publish a comment I received on a previous post about Dell's abysmal customer service--this time it's not another commiserator but someone from Dell Customer Service, from what I can tell, an outsourced CS rep from India, or a rep in America who works for an outsourcer. He offers some insight into the poor service issue. I quote verbatim, as if somehow leaving in all of the typos will add to the veracity of the quote:
"what you dont realize is that you never talked to "dell" per say . you talked to an outsourcer. if you want good ...well half way decent tech support buy under a biz gose stright to an american who is being trested like they work in india. not the best but at least we speak english. also you have to realize that most of us just want to get back at someone because our company "not dell" is screwing us over in overtime and the like. so half way decent support only comes from biz account service tell them your a company and you will get a peedoff american getting paid the same thing a food service worker makes even though we are the ones that have way more knowledge the you ever will. conclusion its not dell its the outsourcers (unable to give names as dell and outsourcer will sue the living heck out of me)
I can deduce from this note that people calling under business services get a higher level of service, but apparently not much. To me, the value in this missive is understanding that, while Dell needs to take a hard look at who it employs as an outsourcer and shame on them, there are other issues at play here. Subtle and more obvious manipulations on the part of the outsourcers.
Just another angle on the issue..."peedoff americans?"
Lovely, isn't it, to translate idioms? Or even just words?
Posted by: Stacie | January 25, 2006 at 11:19 AM
Or maybe just a burnt out frustrated tech venting away...
technical support is a tough business these days but there is no excuse for poor service, period.
Nor is there any excuse for the ranting the tech did. Completely inappropriate. He would not get hired by "my" tech support operation.
Customer communication skills come first, then the technical skills required come second.
Tech support needs to remember to fix the customer first, the problem second. You can fix the problem and not the customer and never see the customer again. Not a good way to sustain a business.
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