Dell Adds 5000 Jobs In India

Discussion in 'Dell' started by gg, Jan 30, 2006.

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    gg Guest

    gg, Jan 30, 2006
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    Ted Zieglar Guest

    You mean 'not worried about losing sales to small-minded bigots.'
    Ted Zieglar, Jan 30, 2006
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    cobbcity Guest

    I am stunned. We have stopped purchasing Dell products because getting
    customer service or technical support from the Indian call centers has
    been a nightmare! Most of the employees have accents so thick they
    can't be understood, when you try and explain a problem you have to
    repeat it three times before they understand what you are asking and
    unless your question or problem follows an exact script they are given,
    they are totally lost as to how to THINK and help. If they can't read
    one of their 1,000 canned responses, they have no idea what to do!
    Very frustrating.

    I also roll my eyes are Indian employees who answer the phone with
    think Indian accents, yet claim their names are "Bill" or "Sally" and
    that you're supposed to believe their are American employees in Texas.
    As if they are in India and they change the subject and refuse to
    reveal their location or transfer you to an American at Dell who can

    I have nothing against the Indian people, they need jobs and Dell is
    offering them. However, to expect them to handle phone calls from
    American customers and be able to duplicate the level of understanding
    and assistance an American employee at Dell itself could offer is
    insulting. How much business has Dell lost to save a few bucks on call
    centers in India?
    cobbcity, Jan 30, 2006
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    Ted Zieglar Guest

    If you compare the cost of employing Americans for technical support to
    whatever profit is 'lost' because some people can't abide dealing with
    India, I think the numbers heavily favor India. Apparently enough people are
    fine with India, including me. You may as well get used to it, because your
    bank is doing it too, and your broker, insurance company, etc.
    Ted Zieglar, Jan 30, 2006
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    Notan Guest

    "How much business has Dell lost to save a few bucks on call centers
    in India?"

    I'd imagine, the day that losses exceed the "few bucks" Dell has saved,
    things will change.

    In other words, don't hold your breath.

    If you're interested in Dell's products, but not their overseas support,
    check out their "higher" levels of support... They're US based, hold
    times are significantly shorter, and the techs aren't script readers.

    The only downside... It'll cost ya!

    Notan, Jan 30, 2006
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    Joel Guest

    Where do you find the higher levels of support? I never saw it when
    purchasing a computer.
    Joel, Jan 30, 2006
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    Notan Guest

    While I'm not sure it's still called "Gold Tech Support," that's what
    of got on my three systems.

    Historically, this level of support has only been available to those
    purchasing from the Small Business Division, or higher. My understanding
    is that it's also available with purchases from the Home Division, the
    only caveat being that you've got to explicitly ask for it, as it's not
    displayed as a support option.

    Notan, Jan 30, 2006
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    Joel Guest

    I will check into this next order, about two weeks.
    Joel, Jan 30, 2006
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    Notan Guest

    Be sure to let us know what you find out!

    Notan, Jan 30, 2006
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    Irene Guest

    Don't you really mean "lost sales" because of the downward spiral in the
    quality of Dell Support that is coming from the move to India?
    Irene, Jan 30, 2006
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    Ted Zieglar Guest

    Hello again Irene! Still got that chip on shoulder, I see. Don't you think
    it's time to move on with your life? Everybody knows about your crusade.
    Ted Zieglar, Jan 30, 2006
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    S.Lewis Guest

    Gold Support is there for a premium under such labels as "mobile support"
    and "standard support" (versus "economy support" in the case of the
    latter). Click down through the "learn more" links.

    S.Lewis, Jan 30, 2006
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    Z-AXIS Guest

    Teddy thinks we're all bigots if we don't like poor customer service

    It doesn't matter where it comes from... if it's bad, it's bad

    ... and not my bank, not my broker, not my insurance company. I don'
    know where you live. The brokerage house I consult for in New York a
    an IT coordinator has just cancelled three offshore developmen
    projects and a call center implementation. This was after trying fo
    4+ years to find a way through the myriad social/technical/cultura
    problems that kept creeping up, making it very difficult to keep ou
    in-house customers happy AND reap the tempting benefits of those low
    low offshore wages!

    So Ted, stop with the multi-culti evangilism and lofty socia
    pronouncements of bigotry. Maybe try keeping up with emergin
    industry trends... you can do it if you try
    Z-AXIS, Jan 30, 2006
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    S.Lewis Guest


    Cut Ted some slack. It's a hot-button issue with him. And I suspect it is
    so for some good reason.

    I don't know him, but I know he doesn't go off simply for the sake of

    The subject is important to him, and that's enough for me.

    I can think of one or two standard expressions or stereotypes that make me
    go nuclear as well. Fortunately, no one has ventured into those areas here.

    Bad support sucks no matter the origin. I don't see corporations changing
    anytime soon.

    S.Lewis, Jan 31, 2006
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    Ted Zieglar Guest

    "Bad support sucks no matter the origin. I don't see corporations changing
    anytime soon."

    Absolutely. And I've experienced atrocious service right here in the U.S.
    and by native-born U.S. citizens. It has nothing to do with India. So people
    who blame India for poor service are really only displaying their

    Moreover, when you read the tone of many of these complaints, it's easy to
    see that the writer would probably get the same treatment, or deserve it, no
    matter whom they were speaking to.
    Ted Zieglar, Jan 31, 2006
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    Joel Guest

    I think it is more the fact that the customer doesn't understand what
    the tech is saying, rather than the location. Also many companies use
    scripts in a search engine to make it easy for the tech. But quality of
    scripts differ between companies. I used HP support in USA about a year
    ago and it was great. I used the same support a week ago and it seemed
    that the young person I spoke to, while being very helpful was less
    knowledgeable. So I guess we have to take the lower prices with not as
    good support, and be happy. But I do wish that companies, Dell included
    would train there people better or update the script. Formating the HD
    is not always the answer.
    Joel, Jan 31, 2006
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    Irene Guest

    No "chip", just stating the facts.

    I find it strange that even most of the "Dellbots" have come around to
    admitting that Dell's Consumer Support(particularly the Tech Support) has
    been on a downward slide since the outsourcing began, BUT, not you.

    Some people just won't admit to the truth. Dell's, Consumer Support,
    whether you want to admit it or not, has slipped mightily.

    As I have said before and will repeat again. Until such time that it effects
    their bottom line, nothing will improve.

    We all saw what happened when the bottom line slipped in the Corporate Sales
    end. It only took a few months for Dell to move that support back to the US.
    Irene, Jan 31, 2006
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    S.Lewis Guest

    Ted -

    I know you understand that most of the anger isn't really reserved for the
    overseas techs themselves, but rather for corporations who *do NOT
    recognize* the substantial cultural and language differences between
    Americans and Indians. Basically, the b!tch is this: the corporations
    realize the language and other difficulties, but don't really care as they
    are more worried about the bottom line and stockholders. Fair assessment?

    Therefore, the anger gets aimed at the messenger rather than the source.
    (Though bigoted statements are never right and serve no purpose to make
    anything better.)

    (Ironically, many of these same U.S. corporations preach lessons on
    diversity and culture, yet do not seem to recognize the American (consumer)
    culture as one to be respected or revered with regard to support services.)

    Further, some customers/users refuse to take any degree of responsibility
    for their own actions in "breaking" or crashing their machines, and would
    likely complain no matter who answered the call.

    Corporations have simply (and generally) made it difficult both for their
    customers and call center techs by smashing together two cultures who are
    supposed to share a common language - while each culture has linguistic
    expressions and nuances the other has no clue about.

    It just creates difficulties for all concerned more times than not. I'm
    sure there are some very humorous pissed off American jokes floating around
    those call centers.

    jmo, I reserve the right to be wrong.
    S.Lewis, Jan 31, 2006
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    george Guest

    There's even been talk of McDonald's using order taking centers in India for
    drive thru...cannot see how THAT would be cost effective!
    george, Jan 31, 2006
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    george Guest

    But, is that guaranteed??? Or, just a perception? The real kicker would be
    to pay more for it then have support transferred anyway. I'd say if that is
    important to you, make sure it is in writing.
    george, Jan 31, 2006
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