How is dells tech support run?

[etalns]

Hey all, go ta quick q. How is dells tech support run

do they havebasically an answer to every friggin question on their computer?

or do the people who do teh tech support just diagnose the problem as they're given them.

If its the first, how in the world would they compile a list like that

 

[gentobu]

I think they have a knowledge base like microsofts technet website. They type in what you say and they get a list of trouble shooting steps to follow.

 

[Rendus]

Lots and lots of knowledge bases. They also have an internal group (L2s) who assist the phone techs (they can call into a queue or find one of the L2s walking the floor).

Rendus, former Dell Home/Small Business L2

 

[etalns]

 

[Skyclad1uhm1]

There are 4 different levels of tech support there. When using the normal support phone number, or when sending a mail to support@dell.com, you arrive at the lowest level. Those people have a FAQ, and work according to that. They are the ones who ask you what the diagnostics floppy disk said when you call them about a defective floppy drive.
Each level is more technical, and the highest level are the real technicians, who for a large part have no clue about how to deal with customers, but at least know what they are talking about

Edit: Or at least that's what I know of their European support centre.

 

[JSang]

not very well.
(couldnt resist)

 

[etalns]

This technet subscription, is it basically liek teh website on CD, or is the search engine better on it to find solutions to problems.

 

[PhoKing]

They're outsourced by a temp company called Spherion. Dell doesn't even run most of them anymore.

 

[Rendus]

Originally posted by: PhoKing
They're outsourced by a temp company called Spherion. Dell doesn't even run most of them anymore.

I can name 3 of their outsourcers off the top of my head. But they DO have internal call centers as well.

 

[etalns]

Could you give me names of some of these companies?

 

[John]

Stream, and a few others that are confidential.

 

[gentobu]

I know they are using some company in India. Pretty much whenever I call in late (after 6 hawaii time) I get someone in india.

 

[Skyclad1uhm1]

Originally posted by: gentobu
I know they are using some company in India. Pretty much whenever I call in late (after 6 hawaii time) I get someone in india.

I've spoken to: Dutch, English, Irish, American, Canadian, Swedish, Spanish, Danish, German, Indian and French Dell support employees. Of all those the French one was the hardest to talk to, as that person was not fluent in English.