Quit Outsourcing Dell

[Dre]

Edit: Probably wondering why I posted this here, well it was a laptop part I needed

I really dislike outscourcing:

Called Dell spare parts, was connected to someone in India or some other third world country:

First, I have a hard time understanding the person because of their accent. They keep asking me to repeat myself and I keep asking them to repeat themselves. And you know what makes it worse?:

The call quality is bad. You can just tell the call is taking place across 1000's of miles.

The lady finally told me they didn't have what I needed. I didn't believe her tho, so I called back and talked to someone else (who thankfully didn't have as bad an accent) and they found the part I needed and placed an order for me. Oh, and yes the second call had terrible sound quality as well.

 

[gnumantsc]

Not as if southern American accents are that easy to understand. If you request to speak to someone in the US they should transfer you right away since there are people in the US working for Dell...

There isn't a company in the North America that hasn't outsourced to India or China to save a buck or two. But the good news is less than 33% of companies who outsource are actually happy with the quality of service.

And for the person who spoke with a lesser accent he was probably top of the class in losing his accent but you were probably transferred to India anyways.

 

[IgoByte]

I hate it!!! I frequently call different companies and have been noticing this more and more...

My reasons:
1. At times it's very difficult to understand these people.
2. They are veeeery slow and don't have answers readily available - this goes for tech support as well as pre-sales or sales info.
3. I have to be at least 5x more patient when dealing with them, or otherwise I'll just curse them out...
4. Many seem quite incompetent.
5. Many are extremely redundant and repetitive and my problems are rarely resolved.

This doesn't go just for Dell, but companies need to get a clue about this and so do consumers. I'd rather pay a little more for a quality part from a company that offers readily available and competent tech and customer support than this crap.

 

[Dre]

Originally posted by: IgoByte
2. They are veeeery slow and don't have answers readily available - this goes for tech support as well as pre-sales or sales info.

I can vouch for that. When I called they had to put me on hold for each of the following things:

• To look for the item I requested. I can understand this one, since I didn't have the part #.

• To check if it was in stock.

• To check the price.

• To verify if the order went through?? If you place an order, doesn't it go through??

• To get me the order #.

If they are in front of a computer with the part # up, wouldn't it tell you the price and stock of that item? Checking the price and checking the stock involved putting me on hold two times. It almost seems like a bunch of them share a computer or something, lol. Each time they need something, they got to jump in the line to use the one computer they share

 

[dannybek]

Originally posted by: IgoByte
I hate it!!! I frequently call different companies and have been noticing this more and more...

My reasons:
1. At times it's very difficult to understand these people.
2. They are veeeery slow and don't have answers readily available - this goes for tech support as well as pre-sales or sales info.
3. I have to be at least 5x more patient when dealing with them, or otherwise I'll just curse them out...
4. Many seem quite incompetent.
5. Many are extremely redundant and repetitive and my problems are rarely resolved.

This doesn't go just for Dell, but companies need to get a clue about this and so do consumers. I'd rather pay a little more for a quality part from a company that offers readily available and competent tech and customer support than this crap.

As a fellow person who also lives in NYC, I have experienced all walks of life, in fact back in the days which was three years ago, some of my public high school teachers had thick Indian accents. Man, I am telling you I couldn't understand a word at the beginning but now I can speak with an Indian accent and understand them clearly and precisely. Although Indians from the south of India are easier to understand in my opinion. Another one of my teacher was a young black guy, he spoke only in ebonics, and he was teaching chem. After graduating from High School my English competence substantially declined. Nor did I learn anything.

So either Dell is outsourcing to India or to NYC board of Edu former students which doesn't make a difference.

 

[IgoByte]

Originally posted by: dannybek

Originally posted by: IgoByte
I hate it!!! I frequently call different companies and have been noticing this more and more...

My reasons:
1. At times it's very difficult to understand these people.
2. They are veeeery slow and don't have answers readily available - this goes for tech support as well as pre-sales or sales info.
3. I have to be at least 5x more patient when dealing with them, or otherwise I'll just curse them out...
4. Many seem quite incompetent.
5. Many are extremely redundant and repetitive and my problems are rarely resolved.

This doesn't go just for Dell, but companies need to get a clue about this and so do consumers. I'd rather pay a little more for a quality part from a company that offers readily available and competent tech and customer support than this crap.

As a fellow person who also lives in NYC, I have experienced all walks of life, in fact back in the days which was three years ago, some of my public high school teachers had thick Indian accents. Man, I am telling you I couldn't understand a word at the beginning but now I can speak with an Indian accent and understand them clearly and precisely. Although Indians from the south of India are easier to understand in my opinion. Another one of my teacher was a young black guy, he spoke only in ebonics, and he was teaching chem. After graduating from High School my English competence substantially declined. Nor did I learn anything.

So either Dell is outsourcing to India or to NYC board of Edu former students which doesn't make a difference.

Evidently.

 

[MrCraphead]

There isn't a company in the North America that hasn't outsourced to India or China to save a buck or two.

Correction, IBM does not outsource their calls to an out of country call center. PC Mag Aug 17th Edition had an article on tech support and customer satisfaction survey's on the major comp manufacturers, and IBM ranked the highest for notebooks both in reliability and tech support.

Which is why I recently purchased a T42. Thank goodness IBM still routes all their calls through their call center in Atlanta.

 

[alisajid]

Originally posted by: MrCraphead

There isn't a company in the North America that hasn't outsourced to India or China to save a buck or two.

Correction, IBM does not outsource their calls to an out of country call center. PC Mag Aug 17th Edition had an article on tech support and customer satisfaction survey's on the major comp manufacturers, and IBM ranked the highest for notebooks both in reliability and tech support.

Which is why I recently purchased a T42. Thank goodness IBM still routes all their calls through their call center in Atlanta.

I concur... IBM calls get routed to Atlanta. I can deal with Southern accents just fine, not Southern Indian ones.

 

[John]

I've called the Dell spare parts division (India?) a few times the last couple of months. Each time I would supply the CSR with the service tag and name off the part (motherboard, power supply, etc) I was looking for. They would put me on hold for a few minutes to research the p/n and price at the same time. Once I placed the order all parts were delivered within a day or two.

The only thing that I do not appreciate is when they become pushy if you don't order the part right then and there.

 

[RichieZ]

Originally posted by: alisajid

Originally posted by: MrCraphead

There isn't a company in the North America that hasn't outsourced to India or China to save a buck or two.

Correction, IBM does not outsource their calls to an out of country call center. PC Mag Aug 17th Edition had an article on tech support and customer satisfaction survey's on the major comp manufacturers, and IBM ranked the highest for notebooks both in reliability and tech support.

Which is why I recently purchased a T42. Thank goodness IBM still routes all their calls through their call center in Atlanta.

I concur... IBM calls get routed to Atlanta. I can deal with Southern accents just fine, not Southern Indian ones.

they acutally make a point when you call of telling you that they are located in atlanta

 

[MrCraphead]

If I were one of the few companies still paying extra for in-country tech support calls, I'd sure as hell have everyone know.

 

[Express]

If you call Dell before 3pm EST, you get the US. Anytime after that, it gets routed to India.

 

[trikster2]

Originally posted by: MrCraphead

There isn't a company in the North America that hasn't outsourced to India or China to save a buck or two.

Correction, IBM does not outsource their calls to an out of country call center. PC Mag Aug 17th Edition had an article on tech support and customer satisfaction survey's on the major comp manufacturers, and IBM ranked the highest for notebooks both in reliability and tech support.

Which is why I recently purchased a T42. Thank goodness IBM still routes all their calls through their call center in Atlanta.

Mr Craphead

How is your T42 treating you?

Would you buy one again?

 

[HondaF1]

Why not jsut get the IBM laptop anyways. Dell laptops? Utter junk compared to IBM. They do offer the bang for the buck, but as I have experienced, Dell laptops are junk.

 

[MrCraphead]

I love my T42, usually preconfigured software and programs sucks, but IBM does a great job on offering a powerful range of utilities that you can use to manage everything the T42 has to offer.

I would defintely buy it again, and many times over.