Oh BS. I work for a Vendor that supplies peripherals to Dell that have extremely high attach rates. In addition to delivering the software and eveloping the silicon, we need to deliver 'tech support support' that are basically scripts that we write that go through all the foreseeable common problems.Originally posted by: Braznor
There may be communication problems at Dell, that much I admit. But we are much better when it comes to actually solving problems. Dell is not a idiot to keep shooting itself in the foot.Originally posted by: JackBurton
Yeah, that is a great strategy. Save some money and lose customers because of it. Dell USED to be renowned for their support. I'd now rank them close to the bottom. When I call my bank (BoA), it is EXTREMELY refreshing to hear someone from the US on the phone. That's a BIG plus I give to the bank. I commend Apple for pulling out and hope the rest of the companies do the same.Originally posted by: raildogg
How is this helping anybody? Don't you understand that companies go to places not because they like those places, but because they can save a bit of money? If Apple is doing this for a symbolic reason, then too bad for them. It won't win them any more fans.
There is no 'intelligent troubleshooting' of anything in any of Dell's india call centers, for SMB and home. The level one support is ALL scripts. To not abide by the scripts is to get fired.
This is not to say that indians aren't capable of problem solving because we all know that's BS, 1/3 of my company's developers and 1/4 my graduating class are of Indian descent, but the crap that goes on in the Dell call centers is anything but.