Dell’s new customer service scheme: North America-based, reps with actual knowledge
- April 25th, 2008
- 3 Comments
Dell, the baked goods manufacturer, knows that Americans don’t like calling tech support only to get “Pete,” whose name clearly Shoaib, who tells them to restart their computer for every single issue. Fine, Dell says, it’ll improve customer service—legitimate solutions on the other end of the line—but you’d better be ready to pay for it. The Texas-based company has announced a new “premium” customer service scheme, one that only covers in-warranty items and emanates from North America. (So, I guess, the call center can be in Canada, the U.S. or Mexico, right?) Best of all, these premium customer service dudes will actually be “empowered to address a comprehensive range of issues across the breadth of Dell’s product line.” Presumably that means no more “is the power cord plugged in?” solutions.
I totally empathize with people wanting both “American” customer service help and, you know, people that actually can help. The first few political science classes I took were taught by, for all intents and purposes, people straight off the boat from Iran. They were nice and all (actually knew the subject, being PhD candidates), but god was it difficult to understand them. They could have all the knowledge in the world, but without a basic grasp of English it was just a waste of time. That’s what’s so bad about the cheap, outsourced Dell labor: difficult to understand and they’re not really helpful.
via Consumerist
thebonafortuna (Who am I?)
5 months ago
Great title.
DenisN (Who am I?)
5 months ago
They’re laying everyone off at various call centers across north america. but knoweledgeable and certified in everything related to computers, and people who know jack-all. So I’m not sure how they’re going to pull this off or what they’re going to do. Should be interesting/entertaining.
whiskey (Who am I?)
5 months ago
- Yes, how may i help you!
+ You %$#$% this computer i bought from you doesn’t even start.
- Ok, sir, let me help you… Would you first please check if the computer power cord is connected…
+ I dunno who you are Sahib or Jose, but i am an IT specialist that bought a PC from you guys and i know my stuff, so don’t give me that %$&$&%$ BS, OK?
- OK sir, let’s then review if the problem is in the switch, could you please press the button and tell me if any lights are on or if ….
+ What is this %#$%#$$%…. YOU ARE CRAP, CRAP, CRAP, AND I WANT TO TALK WITH YOUR SUPERVISOR $#%#$%#$
- OK, I’m patching you through with my supervisor…
= This is ____________, Supervisor speaking how may we help you?
+ YOUR TEAM MEMBER IS TOTALLY INCOMPETENT, I HAVE A phD IN COMPUTERISTICS AND I AM REALLY MAD THAT I WAS TREATED LIKE A KID,
= OK sir, let me write a report card about the incident, what did he said to you that got you upset?
+ My $#$%# PC doesn’t turn on so he said to me to check if the power cord was connected…
= And did you do it?
+ NO BECAUSE %$#%#$%#$ I KNOW WHAT I SAY WHEN %#$%#$%
= Sir at this point i will have to ask you to take a deep breath, calm down so we can help you better…
Now, please, and excuse me if i am wrong here but since your PC doesn’t turn on… Could you please do me the favor of checking the power cord for defects?
+ Jeje… You know what?… The power cord was unplugged
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I bought a TV and its not working, i demand a new tv instead
OK i can send it to you but you first have to send me the one you have there
But the thing is that i wont send it to you….
(he wanted to keep both tvs)
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All i can say is Good Riddance!!!!!