Back on October 7th, 2007 I wrote a piece about Dell closing a U.S. call center in which 500 folks lost their jobs. [Original post here] Some people responded to the article in a negative tone citing their unfortunate experiences with Dell. The main focus was of those who commented was to share their experiences in what happened when they tried to communicate with a Dell rep. in India. Language problems seemed to be the main stumbling block.
Yesterday I received this comment from some one who stated they were a Dell Representative in India. I did in fact check the IP address and yes it did come back to New Delhi, India. Though this confirms the location it does not confirm that the person who commented really works for Dell. Here is what the comment said:
I stumbled upon this post accidentally, I’m one of those “Non-English speaking” Dell Technical support based in India serving the “great American clients” . I’ve been working with Dell for 6 years now and in my 6 years long career I’ve encountered countless, complete assholes for customers.
Customers who are utterly dishonest, trying to dupe Dell. Customers who are racists and make such mean comments, all that while we are trying to help them with issues. Customers who are way too much abusive and need some serious anger management. We deal with them all the time with a fake smile and politeness.
Dell has a warranty that ensures that your all tech support calls will be routed only to north American region where you will talk to “real English speaking” dudes.
if you or Charlie or Denny or Frank or Jack or whoever doesn’t wish to get routed to India, buy that warranty man, you’ll all be good.
Why so fuss about it? Buy that warranty and help your country and your people. Please do that, I request you, and please ask all Charlies, Dennies, Jacks and Farnks to buy it.
Interesting. So I emailed Denny and Goose and asked that they respond. Denny stated the following:
I stumbled upon this post accidentally, I’m one of those “Non-English speaking” Dell Technical support based in India serving the “great American clients” . I’ve been working with Dell for 6 years now and in my 6 years long career I’ve encountered countless, complete assholes for customers
But I wont Need Yur warranty . NO . MOE
I Don’t buy Dell anymore . BUT – I – STILL – FIXE-UM
And sire, it takes so LONG to get back to someone, not LONE.
That’s your free English lesson for the day, from a “Non-English speaking” pal.
Goose also responded and stated:
Geez Ron…..It took six years for this guy (Dellrep) to feel like this. It takes less than a minute for him to turn us “great American clients” into assholes when we call for support. In fact, I think I may have spoken to him on the phone…….speaking of assholes, he doesn’t know his from a hole in the ground! Last time I called Dell it took me at least 10 minutes for him to figure out that I was talking about my new Dell battery and not my computer.
As for having to pay extra to speak to someone in English, I do not even press 1 for English! What a great idea from Dell. That pretty much put the last nail in the coffin for my friends and I to even think about buying another Dell. As for this so called “Dellrep”, if Dell finds out who it is, he will be lucky to get promoted to McDonald’s………..
It seems that the tech and the consumers are both pissed off at each other. I believe if this guy is in fact a Dell employee that Dell is going to be in for more complaints about their customer service. The one great thing about having a blog is that it provides me the opportunity to read the comments and the comments about Dell system for the most part have been negative.
So where do I stand? I have never personally owned a Dell system. There was a time when I recommended Dell systems to my clients. But that was about 8 years ago when they were noted for their great customer service. Unfortunately customer service took a back seat and Dell, like others, went to India for their tech support representatives.
But what do you think? If you own a Dell computer share your positive or negative comments with us.