customer satisfaction survey from Dell

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Archived from groups: alt.sys.pc-clone.dell (More info?)

In response to my order cancellation despite an offer (i.e. bribe)
of $35, Dell's customer survey consultants sent me a questionaire
to find out why I was so pissed as to turn down $35.

I told them that their system had turned into an inflexible machine
in which their reps were kept ignorant and unable to do anything
to solve a problem and only capable of parroting the website.
I told them to bring their Customer Service back to North America
(English-speaking North America) where the cultural and language
barriers wouldn't inhibit communication and the reps would know
how to dig for information.

*TimDaniels*

 

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Archived from groups: alt.sys.pc-clone.dell (More info?)

> I told them that their system had turned into an inflexible machine
> in which their reps were kept ignorant and unable to do anything
> to solve a problem and only capable of parroting the website.

I totally agree. See my post below on this newsgroup.

> I told them to bring their Customer Service back to North America
> (English-speaking North America) where the cultural and language
> barriers wouldn't inhibit communication and the reps would know
> how to dig for information.

I've seen a lot of complaints on this newsgroup about having to deal
with ignorant foreigners for tech support and customer service. For what
it's worth, I've never had to deal with an Indian for customer service or
tech support. I'm thinking the reason for this is that I purchase through
the Small Business division and always select the 4hr Gold Support option.
The Gold Support queue seems to be staffed with knowledgeable English
speaking people. When a part needs to be replaced, they're out here within
4hrs... but for service like this, you really pay a price.

Lastly, I'd like to mention that even though I'm dealing with English
speaking CSRs, I might as *well* be talking to an Indian since as you say,
they only parrot what's on the website. The act of making a phone call to
another department within Dell is way beyond anything they can handle... and
they won't give you the names/extensions of anyone who CAN help you. Their
forums are no better. It is for this reason that I'm looking for another
server vendor... and it's a shame because Dell's products and support dept
are both top notch. It's their atrocious sales/CSRs that are driving me
elsewhere.

David

 

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Archived from groups: alt.sys.pc-clone.dell (More info?)

"Lamont Sanford" wrote:
> I've seen a lot of complaints on this newsgroup about
> having to deal with ignorant foreigners for tech support
> and customer service.

In my experience with foreign outsourced Customer
Service and Tech Support is not that they are unintelligent
or not polite or unwilling to provide more information, it's
that they aren't given the information necessary to do
anything but parrot scripts and website info. Technically,
that's "ignorant", but ignorant in the sense of being unable
to access information because the contracting American
companies don't make it available to them. And that is
the fault of the American companies who think that their
customers will remain their customers when they are so
information-stingey. eMachines has done very well by
simply moving their Customer Service call centers back
in-house where the reps can be kept in the information loop.

*TimDaniels*

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

> In my experience with foreign outsourced Customer
> Service and Tech Support is not that they are unintelligent
> or not polite or unwilling to provide more information, it's
> that they aren't given the information necessary to do
> anything but parrot scripts and website info. Technically,
> that's "ignorant", but ignorant in the sense of being unable
> to access information because the contracting American
> companies don't make it available to them. And that is
> the fault of the American companies who think that their
> customers will remain their customers when they are so
> information-stingey. eMachines has done very well by
> simply moving their Customer Service call centers back
> in-house where the reps can be kept in the information loop.

My thoughts exactly. What's weird is that the customer service reps that
work in the USA and speak perfect English are just as clueless as the
foreign outsourced CSRs. As you clearly point out, the problem isn't that
the CSRs are stupid -- it's that they can't access the information required
to help the customers. I remember reading an article on News.com describing
how Dell was moving more and more of its call centers back to the U.S. due
to customer complaints. That's certainly a step in the right direction.
Being able to deal with someone who speaks English is certainly a plus...
but if they can't provide any useful information, what's the point? I might
as well be talking to a wall...

David