Interesting twist on outsourcing

[ecobb]

I know this subject has been beaten to death, but I thought this was an interesting article. It talks about DELL's loss of quality and customer satisfaction due to outsourcing.

Dell moves outsourced jobs back to U.S. shores

http://www.msnbc.msn.com/id/4853511/

Hope This Helps!

Ecobb

"My work is a game, a very serious game." - M.C. Escher

 

[chiph]

My experience coincides with the article. When I had to buy some replacement parts for my home PC, it was a 3 week nightmare, and I still had to go to eBay to get exactly what I wanted.

Chip H.


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[sleipnir214]

Dell and all these others underestimated the knowledge base they had in Austin between tech support people's ears.

I've not had problems getting service from tech support. But what always irritated me about talking to Dell's Indian tech support people is that they were all telling me that their names were "Bob" and "Sue".

<soapbox>
To Dell Inc. and all other companies using Indian, Romanian, or Irish outsourcing:
If I've read in the popular press that you've moved your tech support to Banaglore and I hear an Indian accent on the phone, I am not going to buy it when your tech guy tells me his name is "Bob Smith". Dammit, if his name is "Srinivasan Ramakrishnan", then let him tell me his name is "Srinivasan Ramakrishnan". Doing otherwise is an insult to my intelligence.
</soapbox>



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[ecobb]

I am not going to buy it when your tech guy tells me his name is "Bob Smith". Dammit, if his name is "Srinivasan Ramakrishnan", then let him tell me his name is "Srinivasan Ramakrishnan".

Hope This Helps!

Ecobb

&quot;My work is a game, a very serious game.&quot; - M.C. Escher

 

[LaurelLee]

What an intersting dilemma we find ourselves in.... Those folks in India are working probably the best paying job they have ever had, and are providing for their family with high hopes for the future. Meanwhile, "Bob Smith" manages to convey three sentences worth of meaningful information to me, the customer, because I spend most of my time deciphering what is being said, despite the language training that they have gone through. And, when those three sentences are finally understood, the provided information is shotty at best. Hmmmmm....

How ego/ethnocentric of me, but darnit, I want excellent customer service that provides me with the correct answers to my problems. Cheers to Dell coming back to the US!!



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[GlenJohnson]

Sorry, but my thought is they should never had left the U.S. in the first place. If we keep out-sourcing our jobs, not to mention the merchandise we buy from China and so on, we're going to be in trouble. I'm not an isolanionist, we should work with other countries, but we need to do it realisticly. End of



Glen A. Johnson
If you're from Northern Illinois/Southern Wisconsin check out Tek-Tips in Chicago, Illinois Forum.

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[AnanthaP]

Nice leaps. Nowhere in the article is explicitl;y mentioned that the fault was due to the support persons being in Bangalore.

"... I feel sorry for Dell technicians if they don't have that information. They're on the front lines." Seems like a problem with Dells' support model and the informaation they make available to their customers.

Next.
Any improvements would be welcome news for Daniel Summars, a Lewisville, Texas software engineer who says that over 24 months he had 21 part failures or replacements in the same Dell notebook model; Dell replaced it twice. "I submitted it to the Guinness World Records," he says.
???Call center problem???

 

[varocho]

http://www.foxnews.com/story/0,2933,103955,00.html

"AUSTIN, Texas — After an onslaught of complaints, computer maker Dell Inc. (DELL) has stopped using a technical support center in India to handle calls from its corporate customers.

Some U.S. customers have complained that the Indian technical-support representatives are difficult to communicate with because of thick accents and scripted responses.
...
Calls from some home PC owners will continue to be handled by the technical support center in Bangalore, India, and Weisblatt said Dell has no plans to scale back the operation there.

"Customers weren't satisfied with the level of support they were receiving, so we're moving some calls around to make sure they don't feel that way anymore," Weisblatt said. He would not discuss the nature of the dissatisfaction with the call center in Bangalore.

 

[gurner]

Again the people at the end of the phone in Bangalore or Deli or where ever have probably the best job they have ever had, providing for the entire family but the standard of support they provide is terrible.

The scripted nature of the calls is enough to drive you around the bend.

You're a tech support guy that has been around the houses trying to resolve a fault with a Dell machine (they aren't the only ones) and as a last resort you decide to call the manufacturer.

and have to listen to someone telling you to try rehousing the modem, or do this or do that or what ever, the type of things that you have already tried several times over. Yet all you want to do is get it sent back for repair. but they won't listen because short of the steps on their script, they don't actually know what the cause is or how to cure it.

Try calling BT (yes i'm in the UK) when you get a fault with thier ADSL service, on behalf of a home user (they are much more efficent if you are a paying corporate!) thats what i consider a challenge!

I went through asking about PPP settings, Driver *.inf files e.t.c. on and on (it was a crappy USB modem that kept crashing the machine) just to see what sort of reaction i would get.

I would have laughed at the ineptitude if it wasn't so tragic.

Yet have had the complete opposite service when calling via work about a PVC or EPS8 line or what ever.

'my ten pence worth'

Gurner

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[gurner]

Not normally a reader of the Daily Mail but anyone in the UK or able to access a copy of the Mail try page 27

V Interesting article about Outsourcing

Gurner

What is Divine Paradox?

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