Dell shifts some support calls to US after complaints

[Renew Deal]

Corporate customers complained about overseas tech support

By Tom Krazit, IDG News Service November 24, 2003

Dell Inc. has brought some technical support work back to the U.S. after corporate customers complained about the quality of service they were receiving from workers in other countries, a Dell spokesman said Monday.

The Round Rock, Texas, company has moved aggressively to shift technical support to centers in countries such as India, but complaints about the quality of technical support have caused the company to move support for its Optiplex desktops and Latitude notebooks back to U.S. call centers in Texas, Idaho and Tennessee, among others, said Jon Weisblatt, a Dell spokesman.

"Corporate customers were telling us they didn't like the level of support they were getting, and in the normal course of business, we made some adjustments," Weisblatt said.

Dozens of U.S. companies have set up technical support and software development centers in India, China and other countries where they can pay workers far less than a typical U.S. worker would command for the same position. The companies claim this approach has allowed them to dramatically cut costs, but some U.S. workers and politicians fear companies will permanently move all types of back-office jobs outside of the U.S., forcing workers to seek new types of employment.

<snip>

http://www.infoworld.com/article/03/11/24/HNdellshifts_1.html

[toddzilla]

1. michael dell is an asswipe anyway..

i wouldn't support his overpriced computer systems, or his idiotic mansion in texas that he didn't want to pay property taxes on..

[PROGRESSIVE1]

3. He's also a BIGTIME Republican!

:puke:

[SlavesandBulldozers]

2. so that's where my job was

i knew they wouldn't last over there for long. WHen I worked at a tech call center I had a hard enough time telling Kentuckans how to reseat their CPU. I can't imagine a Chinese tech trying to communicate with a Kentuckan - that would be something to behold.

[GainesT1958]

4. I remember last year...

How hard a time I had communicating to a Marshall Field's store call rep. an order for Christmas--she was in India. And that's in a country where they (well, many of them) KNOW English! :eyes:

I can't imagine doing it with a Chinese who barely understands the language--and with computer support, at that? That's INSANE! x(

Once customer service starts going downhill en masse, a lot of this "out-sourcing" of tech suppport and order-centering is going to slow down considerably--especially when it results in less orders and less PURCHASES!:mad:

Serves Dell right--let those Dell Interns man some call center booths, for cryin' out loud!:grr:

B-)

[w00w00dagley]

5. ddddddddddddddddddddddddddddddddddddddd

ddddddddddddddddddddddddddddddddddddddddddddddddddddd