Anyone have an extention number for a Dell employee in the..

Jd

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Does anyone in this group have an extension number for a Dell employee in
the U.S.? I spent all day trying to speak with an American representative of
Dell and got no where. I have no problem with globalization, but when you
can't make headway with India, you'd like to be able to deal with someone
who can get to the bottom of a problem.
 
G

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Try their email support, it's much better!!


"JD" <news@news.com> wrote in message
news:YPZNc.1722$9Y6.400@newsread1.news.pas.earthlink.net...
> Does anyone in this group have an extension number for a Dell employee in
> the U.S.? I spent all day trying to speak with an American representative
> of
> Dell and got no where. I have no problem with globalization, but when you
> can't make headway with India, you'd like to be able to deal with someone
> who can get to the bottom of a problem.
>
>
>
 
G

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Archived from groups: microsoft.public.pocketpc (More info?)

VoIP and globalization just aren't ready for prime time quite yet. As bad
as the guy I was on the phone with English is I spent most of the time
stepping on or getting stepped on (CB Radio terms) which made the entire
experience worthless.

Mitch


"JD" <news@news.com> wrote in message
news:YPZNc.1722$9Y6.400@newsread1.news.pas.earthlink.net...
> Does anyone in this group have an extension number for a Dell employee in
> the U.S.? I spent all day trying to speak with an American representative
of
> Dell and got no where. I have no problem with globalization, but when you
> can't make headway with India, you'd like to be able to deal with someone
> who can get to the bottom of a problem.
>
>
>
 
G

Guest

Guest
Archived from groups: microsoft.public.pocketpc (More info?)

>> I have no problem with globalization, but when you can't make
headway with India... <<

There appears to be a strong cultural difference with Indian tech
support, up through and including the entire chain of command inside of
India.

The instruction from Dell and other US companies seems to be "deal with
all problems" so their viewpoint is if it returns to the US, they will
have failed and it will reflect on their performance.

What Dell and other companies have failed to communicate to these firms
is that the ultimate goal is to solve the problem and it's sometimes
necessary to admit that the problem is not being addressed and allow
that senario to return to the parent company, plus, that doing so is
rewardable behaviour.

Dell recently had a $2,000 device returned by me when it became obvious
that they not only were not going to solve the problem, that they
offered zero options for the customer when that point was reached.

Beverly Howard
 

Jd

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Mar 31, 2004
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Beverly,

You've hit the nail right on the head. I said to a woman at work today,
regarding the call centers in Indian, that not only do they not speak the
language, but they don't speak the "language." And what I was referring to
was that strong cultural difference with Indian tech support, up through and
including the entire chain of command inside of India.

You know, I am a gadget freak. I love computers and electronic toys. But the
problem is that all these companies are now taking their support systems out
of the country and no, the problems are not being solved. I don't have much
incentive left to buy these products, knowing the hell I'm going to face
when I have problems.

Thanks for you insightful response.



"Beverly Howard [Ms-MVP/MobileDev]" <BevNoSpamBevHoward.com> wrote in
message news:eY3qB8adEHA.3988@tk2msftngp13.phx.gbl...
> >> I have no problem with globalization, but when you can't make
> headway with India... <<
>
> There appears to be a strong cultural difference with Indian tech
> support, up through and including the entire chain of command inside of
> India.
>
> The instruction from Dell and other US companies seems to be "deal with
> all problems" so their viewpoint is if it returns to the US, they will
> have failed and it will reflect on their performance.
>
> What Dell and other companies have failed to communicate to these firms
> is that the ultimate goal is to solve the problem and it's sometimes
> necessary to admit that the problem is not being addressed and allow
> that senario to return to the parent company, plus, that doing so is
> rewardable behaviour.
>
> Dell recently had a $2,000 device returned by me when it became obvious
> that they not only were not going to solve the problem, that they
> offered zero options for the customer when that point was reached.
>
> Beverly Howard
 
G

Guest

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Archived from groups: microsoft.public.pocketpc (More info?)

>> don't speak the "language." <<

It's an evolution... it remains to be seen if the decision makers will
fix the problem in India or simply call it a failure.

imho, it's only a matter of time before a hungry company here exploits
"USA Based Tech Support" ...but enough time has to pass for us to forget
how bad that has been for the last decade ;-)

Anyone been following "Get Fuzzy" for the last week?

http://comics.com/comics/getfuzzy/index.html

Beverly Howard [MS MVP-Mobile Devices]
 

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