Dell Call Center in India

Yeah, I read that on google news the other day... Well, it'll be interesting to see if their prices go up for "domestic tech support" - can be an item on the configurator...

It'd be even better if one could check "NO telephone support (subtract $300)" or something...

-myrkat

Its funny, they must have gone really cheap on the Indian Service. Almost all of the tech service I've gotten from India has been top notch. They spoke English very fluently (brit accent) and really knew their stuff. They were very patient and understanding. I was really impressed.

However, I have had one boner. It was so bad I just gave up and sent the item back with a letter. The person did not speak English, King's, Queen's or otherwise, didn't know anything about electronics and didn't care if I existed or got the problem solved. That was a solitary experience, the rest of my contacts have been great.

I think Dell's problem is located closer to home. A matter of attitude about their Latitudes, shall we say? And if they think the accents in India are a problem, wait till they get the Texans on-line. Like I said, I am pretty sure the problem at Dell is at Dell. Just the people there don't want to admit its them, probably because it would mean their job. Typical corporate attitude.

Mistake?! What mistake?!!?! We are incapable of making mistakes!! If there was a mistake, its likely you are to blame! Oh, that little problem. Why, that's nothing to get upset about, you're making a mountain out of a molehill. What, I was the one that authorized that? Well, my instructions weren't followed to the T How was I to know this would happen. What do you mean I should clean my desk out Those senior managment types, always passing the buck onto a scapegoat

thanks marquis

as an indian i do welcome the support

it all depends who u hire, educated ppl in india speak english very well (with an accent of course)
but then for us indians, the americans speak with an accent - LOL

i find americans with such a wierd accent i cant understand what the hell they're saying.

but in the interests of cutting costs even more, if u hire the real riff-raff who barely speak english, then thats dell's problem
coz understandably someone who speaks good english in india will be comparatively expensive to hire

i think if they hired ppl here who didnt have good education, then they would find the same standard of english as the indian ones they're complaining about.

u want quality, u gotta pay - LOL - that holds true anywhere in the world, be it the US, or india.

As an Indian - I SECOND THAT

If you talk to me over the phone you will be hard pressed to tell im Indian...or American...or English...or Scandinavian...or californian

I can speak with a variety of accents depending on the situation...

Indians (most of em) speak good english with an accent. But they are very easy to understand...more so than britspeak as spoken by them pikes

And NO - contrary to expectations...Indians are not cheap labour...certainly not as cheap as the chinese...try doing tech support with the chinese and koreans...try calling Sager and talking to Tony

bizarre!!

or talking to Costa Rica - *cough* *Alienware* *cough*

thanks 4 backing me up fellas

tony is tough to understand!! lol, nice guy though.

Hey being chinese i resent that comment. :P There's cheap labor in china but then there's cheap labor in india. China can't do all that stuff cause chinese accents are hard to understand, and also english isn't an official language of china and thats why dell chooses india.

oh well at least i don't have an accent. well an american accent of course.

I think this is the reality that we have to face. With Globalization, back office tasks and call centers are going to go to cheaper cost centers. Dell is probably getting call center support for < $5/hr whereas they have to pay around $20/hr here in US. Are they passing on those savings to consumers like us - doubtful! But they are surely going to make Wall St. analysts happy.

In case of Dell, they made a tactical mistake by locating their call centers in Southern part of India where most of the people have a heavy english accent. GE has been doing similar call centers in India for years (in the Northern part) and how many complaints have you heard?

I agree that apart from accent and communication skills, technical knowledge is crucial for such help desk tasks and I hope Dell realizes that and not just chase the money hiring part time college students who do not have any technical background. It is a matter of managing it well. Outsourcing involves a lot of handholding and quality assurance on the business side and companies should not expect to wash their hands off just because they are outsourcing.

just my 2 cents....

Most of the Indian based support tend to take longer due to any question not in a user manual goes to a supervisor in the US

Allright, let me add a few more cents...

Dell is doing a real lousy job with customer support. They are not managing it at all.

I had a very bad experience after ordering my notebook yesterday that I decided to cancel it and buy it from someone who I can trust (IBM).

See this link: http://notebookforums.com/showthread.php?t=13455

That would be the best option in this case just to return the systen entirely due to poor customer support

I know this for a fact. Dell does not do their own tech support. I used to work for a company that did tech support and Dell was one of their clients. In fact, I was on the Dell contract. That company closed all most of the buildings in the US because it's cheaper to do it outside of the States. They have some in Canada and some in India. I've never called the tech support in India so I don't know how it is. Also, when I did tech support, I was in Texas. I didn't have a hard accent to understand. However I wasn't a native Texan, so that's probably why.

All this talk about sh*tty support makes me nervous

That's great, I love the dell forum

I thought it was very amusing