Dell complaints

[paul_dellcc]

I entirely agree with you moT.

Many people think that eventually, all the outsourced jobs will come back to the States.

What do you think will happen when that takes place
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[moT]

I think it would be the right thing to do, but if they jack the prices back up, they will continue to outsource... more profitable, but if your losing customers, is it worth it?

America is not entitled to provide jobs abroad. We are too busy being the world police and eventually our defecit will be so high, we will have to stop doing that as well.
_________________
Dell Laptop Repair
www.DCjackfix.com

[paul_dellcc]

I think that in a near future, people will prefer quality to price.

And good service too. I'm not saying that all the outsourcers are bad or don't do their jobs correctly. But you can read here and listen in the phones what customers think about that service.

They are transferred back and forth 5 times each time they call Dell. The people on the other side of the phones doesn't speak basic English at least. The customer's problem is nobody's problem and nobody knows who's problem is it, etc.
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[pcuser]

I find that the pc is the most amazing piece of consumer hardware...It's probably the only consumer hardware that is so well supported. Everywhere on the internet or even in this forum, there are people who actually require the user to RTFM or google it whenever something goes wrong and then go ballistic when they don't. (Something wrong with your Outlook? Who do you look for? Microsoft? Dell? Nope. RTFM. Well, that's helpful. Thanks)

What's the matter? Can't be bothered explaining all these things to computer illiterates and casual pc users who may not be tech savvy? This really gets my goat, especially when this comes from tech support people. Then what do they pay the tech support people to do? Repeat RTFM to customers all day long? It's your job. Learn to perform it with grace instead of harping on about the customers stupidity, rudeness etc... I know it's sometimes frustrating but these users aren't calling you because they have nothing better to do with their time. They genuinely have a problem and they call you expecting help.

It helps to think of them as people too. Occasionally they may be bad eggs among those that call you but on the whole most users are polite and nice people. I personally wouldn't like to be told by my television repairman to RTFM when my set is not working.

[paul_dellcc]

The problem comes when customers don't think we are people too.

In fact, when they realize we are outsourced employees they call us TWAs (Third World Assassins for those who don't know)

However there is a difference between different company's customers. My girlfriend worked for Dell in Customer Care (with me) and the customers were always angry. Now she is working for AOL in Technical Support. She has been working there for the past two months. How many customers were upset Only 5 (five) in two months. When did she get 5 upset customers All who called on July 4th. Yeah, crazy eh...

I took an escalation of a guy who's wife was giving birth to his child. I could hear in the background "breath honey, breath, yes, like that, yes". The complaint Missing speakers he never paid.

So, we know they are calling for assistance. We are just tired of those who just want to complaint and not to recieve any help at all.
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[nis_pero]

[Grissom]

see... its different when you have a customer that cant turn there comptuers on and blah blah blah blah.... you cant say RTFM... you have to help them... and your right its my job. I accept that and I love doing that part of my job.

RTFM comes into play when you had that IDIOT that was bouncing arround one of the Q's a few months back bitching at us because we wouldnt show him how to burn a dvd with the specific needs that he wanted. It wasnt our responsibility to show that fucker everything because he didnt want to look it up. The question he asked was difficult and with about 2 min of searching google i found the answer. Did I give it to him? Nope sure didnt. Why not? Two reasons. First he refused to do SOME of the work himself, Secondly he was a complete dick about it.

to that guy out there where ever you are... RTFM
_________________

[nis_pero]