R
Portland,#2Consumer Comment
Tue, February 21, 2006
There is a well known animosity toward the Dell Indian "technicians" by American consumers. Dell understands this and has worked to implement the following: -All "technicians" in the India call center now use American names. For example "Krishnaswamykumar Srinivasanmurthy" identifies himself as "Chris Murphy". And since you're speaking to a person with an American name, they're hoping you don't notice the accent. -They'll attempt to build a rapport with you by making reference to something American, such as "So whaddya think about Roger Maris breaking Babe Ruth's record?! I've owned 7 dells (5 notebooks, 2 desktops) over the last 8 years. They're good computers, and most likely I'd never buy any other machine, but if you need support, forget it. Even if you paid for it. Typically on the ocassions that I've called tech support it's been utter chaos, confusion and incomptence. The only good thing I can say about it is that I was put on hold for so long that I diagnosed and fixed it myself. Then they called me back to find out what I thought of their service. I told them that I fixed it myself. They told me they were glad to help and to call again. But here's a suggestion, Dell has a center in the Phillipines. They speak English very well, and they appear to be quite competent. However, I have no idea how I made it over there. I do know it was about 2AM PST on a Sunday morning.