I have become very disheartened by the level of support from Dell when I have to make a support call.
We all know the reason for offshoring their call centres is to save money and to give us cheaper computers, but the reality is that a support call now takes 2 to 3 times longer than it used to:
1. Because of the quality of the phone system from wherever I call them. It sounds like the call centre is based under the ocean it’s that bad. It also sounds like the hold music is played on an old-fashioned gramaphone.
2. Language difficulties understanding the person on the other end of the phone. I constantly have to ask them to repeat things because I simply cannot understand them, and in return I have to spell out simple words and names for them. I cannot roll out a long paragraph of a scenario to them either, instead I have to use short George Bush style soundbites so they can take in what I’m saying to them.
It makes a support call very, very stressful.
Before you suggest to me don’t use them, I would no longer have them as my computer supplier of choice, I’m just the poor IT guy who has to make these calls for my customers. 🙁