Dell complaints

nach_wow · Posted: Fri Dec 08, 2006 2:54 pm Post subject: XPS out of outsourcing

dell is not outsourcing any customer service or technicall calls too any country
finally dell is stickin with AMERICA but just for XPS PREMIUM SUPPORT

any views
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Rocke_T_Sinetist · Posted: Fri Dec 08, 2006 3:53 pm Post subject:

We've had extensive discussions here about outsourced tech support. The conclusion I've drawn is that it should work but it doesn't.

It has little to do with where it's outsourced, and everything to do with how. In other words, the terms and conditions Dell sets for the contractor are not effective in providing an acceptable level of service.
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FallenAngel · Super Hater Joined: 21 Feb 2006 Posts: 1516

Outsourcers have all the capability in the world to exceed even Dell owned sites, but the terms of the contracts that are signed never seem to enhance the support end, just cost cutting. Plain and simple.

Having seen outsourcers from the inside previously, we could've taken 10 people at random from the employees pool and started our own business with the talent that was there, but that same talent went to waste with "policy" and "metrics" designed to cut costs and dispatches etc.

The techs never had a chance to achieve a god damned thing because of it. They were always brow beaten at every turn. I can surmise that most of the outsourcers Dell deals with handle their affairs no differently.

In theory it should work and work well. The agreements that are made by Dell and the outsourcers ensure that never happens.

StaggerStraightly · one bitch wonder Joined: 20 Aug 2006 Posts: 3

swan · Posted: Fri Apr 06, 2007 12:01 pm Post subject:

partoftheproblem · Posted: Mon Apr 23, 2007 4:19 pm Post subject:

We might not outsource the highend PAID for tech support, but we are sending all the XPS development and testing side to Taipei. and I will be out of a job cause thats what I do in Austin. Overseas and there cheap labor win again.

Starman97 · Dances with Hate Joined: 05 Feb 2007 Posts: 103

Server development is not far behind. They're already being trained for the next generation of designs.

partoftheproblem · Posted: Thu Apr 26, 2007 3:56 pm Post subject:

Oh yes, the next gen of designs, we got that speech today. Dell will not develope any consumer products anymore, but will instead buy off the shelf systems and rebrand them to sell with the dell name on it, or just do minimun testing to any changes we ask the vendor to make. Dell will focus on make the systems flashy as some study has won over upper managment that says customers don't want a quality system rather they want a cool one that looks good. In the future dell will not sell dell computers, but some Haungpoo or asus prebuilt system with our name on it cause its chaper to get out the door..

Wireless · Regular Hater Joined: 30 Apr 2007 Posts: 10

Dell has maximum number of XPS techs located in Bangalore, India. More are being added every week.