| View previous topic :: View next topic |
| Author |
Message |
apeel
conscientious beginner
Joined: 27 Mar 2008
Posts: 1
|
 Posted: Thu Mar 27, 2008 1:55 pm Post subject: Customer Service from India?? |
 |
|
| I live in the UK yet can't get anyone on the phone except from India. That covers Sales, Technical and Customer Service. No fault of the guys in India, but invariably they speak from flow charts asking stupid questions in an unintelligible dialect. Dell is cutting it's own throat but seems too stupid to recognise that poor customer service inevitably means poor sales. Many other companies in UK who have outsourced to 3rd world countries are starting to bring them back to UK thank goodness. WAKE UP DELL !!! |
|
| Back to top |
|
 |
Sponsor
|
|
|
CLCP4ME
Regular Hater
Joined: 29 Feb 2008
Posts: 30
|
| Posted: Thu Mar 27, 2008 4:06 pm Post subject: |
|
|
| Quote: | | I live in the UK yet can't get anyone on the phone except from India. That covers Sales, Technical and Customer Service. No fault of the guys in India, but invariably they speak from flow charts asking stupid questions in an unintelligible dialect. Dell is cutting it's own throat but seems too stupid to recognise that poor customer service inevitably means poor sales. Many other companies in UK who have outsourced to 3rd world countries are starting to bring them back to UK thank goodness. WAKE UP DELL !!! |
What kind of system do you have? I believe the XPS support is located in the UK and flows over to Canada after 8pm in the UK. While you might be able to understand someone in the UK or Canada more easily Dell is really pushing to turn everyone into monkies on the phone. Read scripts, click through stupid flow charts to solve problems etc. That part of it you'll just have to get used to sadly. It's just too easy to speak to someone like a normal human being and resolve your issue. |
|
| Back to top |
|
|
HellResident
Dances with Hate
Joined: 20 Nov 2005
Posts: 123
|
| Posted: Thu Mar 27, 2008 5:45 pm Post subject: |
|
|
you mean it WAS overflowing to Canada. The information I have is that the techs in canada were all switched over to printersupport and some to chat support for latitudes and optiplexes about a month ago. I dont think any one in canada is taking UK calls anymore. Thus they would go to India.
HellResident |
|
| Back to top |
|
|
diashto
Moderator
Joined: 11 Nov 2006
Posts: 338
Location: Detroit area
|
| Posted: Thu Mar 27, 2008 7:44 pm Post subject: |
|
|
| When possible, use the chat. It takes away the "accent" on both sides. |
|
| Back to top |
|
|
Sponsor
|
|
|
dellblows63
conscientious beginner
Joined: 25 Jun 2008
Posts: 1
Location: IA
|
| Posted: Wed Jun 25, 2008 8:23 am Post subject: India, are you kidding |
|
|
| I agree, why India? I have been waiting on a laptop for 6 weeks and it is still not in production. They say it is a very popular model and to be patient. So i finally got smart and cancelled a $3000 order and ordered from HP. I got a laptop with more features and will receive it within a week for $2000. Gooddbye DELL! |
|
| Back to top |
|
|
FallenAngel
Super Hater
Joined: 21 Feb 2006
Posts: 1493
|
| Posted: Thu Jun 26, 2008 6:58 am Post subject: Re: India, are you kidding |
|
|
| dellblows63 wrote: | | I agree, why India? I have been waiting on a laptop for 6 weeks and it is still not in production. They say it is a very popular model and to be patient. So i finally got smart and cancelled a $3000 order and ordered from HP. I got a laptop with more features and will receive it within a week for $2000. Gooddbye DELL! |
I suspect the more Dell fabricates their own special lies, the more stories like this we'll see. |
|
| Back to top |
|
|
lta
Regular Hater
Joined: 06 Aug 2008
Posts: 20
Location: noneya
|
| Posted: Wed Aug 06, 2008 11:15 pm Post subject: Re: Customer Service from India?? |
|
|
| apeel wrote: | | I live in the UK yet can't get anyone on the phone except from India. That covers Sales, Technical and Customer Service. No fault of the guys in India, but invariably they speak from flow charts asking stupid questions in an unintelligible dialect. Dell is cutting it's own throat but seems too stupid to recognise that poor customer service inevitably means poor sales. Many other companies in UK who have outsourced to 3rd world countries are starting to bring them back to UK thank goodness. WAKE UP DELL !!! |
I live in the USA and I can only get India as well. Dell LIED and told me i would get usa only tech support. LIARS! |
|
| Back to top |
|
|
Ranter
Regular Hater
Joined: 12 Aug 2008
Posts: 40
Location: Dell Hell / Ireland
|
| Posted: Tue Aug 19, 2008 6:49 am Post subject: |
|
|
| I'm in Ireland and all xps support is India too. I don't have a problem with where the support is located as long as they can provide the support which dell in india can't. Apart from the ridiculous script they have i've found them to be quite rude but when i was told they wouldn't speak to me as i was a woman i got the message! |
|
| Back to top |
|
|
Sponsor
|
|
|
paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
|
| Posted: Tue Aug 19, 2008 10:03 am Post subject: |
|
|
| Ranter wrote: | | I'm in Ireland and all xps support is India too. I don't have a problem with where the support is located as long as they can provide the support which dell in india can't. Apart from the ridiculous script they have i've found them to be quite rude but when i was told they wouldn't speak to me as i was a woman i got the message! |
Right there we can see it's not indian's fault. How come Dell hires close minded people who haven't find out globalization. Maybe you can't know that in the job interview, but surely QA can tell.
I'm not saying their culture is good or bad, it's different and it crashes with west cultures. Both sides should respect each other and move on...
_________________
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... |
|
| Back to top |
|
|
Ranter
Regular Hater
Joined: 12 Aug 2008
Posts: 40
Location: Dell Hell / Ireland
|
| Posted: Tue Aug 19, 2008 11:37 am Post subject: |
|
|
| paul_dellcc wrote: | | Ranter wrote: | | I'm in Ireland and all xps support is India too. I don't have a problem with where the support is located as long as they can provide the support which dell in india can't. Apart from the ridiculous script they have i've found them to be quite rude but when i was told they wouldn't speak to me as i was a woman i got the message! |
Right there we can see it's not indian's fault. How come Dell hires close minded people who haven't find out globalization. Maybe you can't know that in the job interview, but surely QA can tell.
I'm not saying their culture is good or bad, it's different and it crashes with west cultures. Both sides should respect each other and move on... |
I'm not saying their culture is bad paul? What i'm saying is that dell sell me a computer but the way that their support system is structured i can't get it and i'm discriminated against because of my gender. Surely anyone can see that if dell supplies to the western world then the support has to be appropriate to the western world. If the indian support refuses to speak to a huge amount of dells customers don't you think that is a problem?
There is no way i would accept from any service or store that they would not speak to me because i'm a woman. |
|
| Back to top |
|
|
paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
|
| Posted: Tue Aug 19, 2008 2:13 pm Post subject: |
|
|
| Ranter wrote: | I'm not saying their culture is bad paul? What i'm saying is that dell sell me a computer but the way that their support system is structured i can't get it and i'm discriminated against because of my gender. Surely anyone can see that if dell supplies to the western world then the support has to be appropriate to the western world. If the indian support refuses to speak to a huge amount of dells customers don't you think that is a problem?
There is no way i would accept from any service or store that they would not speak to me because i'm a woman. |
I guess I expressed myself incorrectly. I didn't say that you said their culture is bad. What I said is that Dell shouldn't hire employees who are outside of a globalized world - apart from English skills of course.
In the first couple of weeks that I started working at Dell many americans were so pleased to find a non indian rep on the other side of the phone. My first thought was "what a bunch of racists" ... until I talked to India ... So I understand how frustrating it is, I had to repeat myself hundreds of times, I explained and VPACE (policy & proceedures) the customer and yet the indian asked the hole shit again...oh and we've been waiting for around 40-60 minutes.
My point is, no matter how frustrating and hard it is, try to give your best. I'm sure Ita won't go nowhere with Dell, he has 14 entries in these forums and absolutely all of them are cry posts. You won't get any help going mad.
_________________
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... |
|
| Back to top |
|
|
InTheKnow
Hates with a Vengance
Joined: 28 Feb 2007
Posts: 72
|
| Posted: Tue Aug 19, 2008 2:16 pm Post subject: Female |
|
|
| So, let me get this right.. if the Indian rep asks for your gender they tell you that they cant speak with women? Or do they say, "I am sorry but we prefer to speak to men"? |
|
| Back to top |
|
|
Sponsor
|
|
|
Ranter
Regular Hater
Joined: 12 Aug 2008
Posts: 40
Location: Dell Hell / Ireland
|
| Posted: Tue Aug 19, 2008 2:39 pm Post subject: Re: Female |
|
|
| InTheKnow wrote: | | So, let me get this right.. if the Indian rep asks for your gender they tell you that they cant speak with women? Or do they say, "I am sorry but we prefer to speak to men"? |
He said he refused to talk to a woman and hung up. |
|
| Back to top |
|
|
Ranter
Regular Hater
Joined: 12 Aug 2008
Posts: 40
Location: Dell Hell / Ireland
|
| Posted: Tue Aug 19, 2008 2:42 pm Post subject: |
|
|
| paul_dellcc wrote: | | Ranter wrote: | I'm not saying their culture is bad paul? What i'm saying is that dell sell me a computer but the way that their support system is structured i can't get it and i'm discriminated against because of my gender. Surely anyone can see that if dell supplies to the western world then the support has to be appropriate to the western world. If the indian support refuses to speak to a huge amount of dells customers don't you think that is a problem?
There is no way i would accept from any service or store that they would not speak to me because i'm a woman. |
I guess I expressed myself incorrectly. I didn't say that you said their culture is bad. What I said is that Dell shouldn't hire employees who are outside of a globalized world - apart from English skills of course.
In the first couple of weeks that I started working at Dell many americans were so pleased to find a non indian rep on the other side of the phone. My first thought was "what a bunch of racists" ... until I talked to India ... So I understand how frustrating it is, I had to repeat myself hundreds of times, I explained and VPACE (policy & proceedures) the customer and yet the indian asked the hole shit again...oh and we've been waiting for around 40-60 minutes.
My point is, no matter how frustrating and hard it is, try to give your best. I'm sure Ita won't go nowhere with Dell, he has 14 entries in these forums and absolutely all of them are cry posts. You won't get any help going mad. |
I've gotten somewhere after involving pricewatch ireland through our national newspaper and radio. Thats what i had to do to get my piece of crap replaced. Its outrageous that dells support are so incapable of providing support that that is what people are reduced to!
Sorry for the misunderstanding paul, i was getting so worried about two people here now thinking i'm racist!!! |
|
| Back to top |
|
|
incident_man
Dances with Hate
Joined: 04 Sep 2007
Posts: 153
Location: walking in the middle of the street
|
| Posted: Wed Aug 20, 2008 10:15 am Post subject: |
|
|
Unfortunately, DHell has the belief that stonewalling customers is cheaper for them in the long run, and that cheap is the way they want to run their business. They'll do something only if they're threatened with legal action or your complaint to them is copied to a news or regulatory agency. The people in tech are "dinged" every time they dispatch a part, part with a field tech, or a full system exchange. I used to work for DHell and encountered cases on a daily basis where the tech transferred a customer to software support (fee-based) for a hardware problem, rather than fixing the issue. For contrast, I have dealt with Toshiba tech support recently, and they actually fixed the issue without all the BS.
_________________
Oceania has always been at war with Eastasia. |
|
| Back to top |
|
|
|
FAQ
Search
Usergroups
Register
Profile
Log in to check your private messages
Log in
