Originally Posted by SolApathy
You:Yes My laptop was completely destroyed when it was dropped out of my window into a tree limb shredder. I have complete care & am inquring about a replacment
Dell Tech: Can you turn it on please so we can diagnose the problem sir?
You: Do you not understand, it is in tiny little pieces no bigger than a quarter.
Dell Tech: Well Sir can you please call back once you have re-assembled the laptop. We need to do a diagnostic before I can put in an order for it to be replaced.
You: IT IS D E S T R O Y E D! Understand????? Little tiny pieces! like if you were to take your laptop and throw it off the building!
Dell Tech: Sir we do not cover you throwing it off your building. I am entering that you threw the laptop off a building into the street on purpose. If there anything else I can help you with let me know
You: Sound of the phone breaking
Apparently you are unfamiliar with the cultural aspects of the Indian society. They are not taught to think outside the box, in fact their parents pick their occupations for them. They are by the script call center reps. Inquire about anything that is not in the script and you are entering a brave new world...
Take this from somone who has been there & did work in a major CC over in India..It was not pleasant... While the people there are extremely nice they have no idea how to handle situations that are outside the parameters of their script...
As far as being able to understand them...Well that just adds to the frustrastion so many people feel, which is why a lot of companies are beginning to relocate thier Tech & CC services back to the U.S. It is costing them more money to maintain a CC here, however outsourcing is beginning to cost them more & more customers.
...At least when you are talking to a rep over here and you tell them for the 3rd time you want to speak to a supervisor you actually get one that you can understand...
You have broken the code. Indian reps while nice for the large part being extremely nice, but they have no idea how to handle situations that are outside the parameters of their script... They are not taught to think outside the box, in fact their parents pick their occupations for them.
BTW: Have a question for you guys, one poster mentioning that out sourcing gives cheaper prices, if the price had been higher on his Dell he would have bought an HP..
Seems to me that Dell has recently by their doing away with coupons raised the price on systems by quite a bit.
I've been thinking about a Dell, one thing being the cost after the coupons /discounts/rebates... Seems as though the prices have jumped UP recently. Hope Dell re-adjusts their pricing..