Linked by Thom Holwerda on Wed 13th Sep 2006 21:10 UTC
Hardware, Embedded Systems Computer manufacturer Dell is to focus on customer satisfaction, which it admitted on Wednesday it "had not done perfectly in the past". The company is investing USD 150m in customer relationships this year, said chairman Michael Dell in New York on Tuesday. He hopes the business plan, called Dell 2.0, will reverse the flagging fortunes of the biggest computer maker in the world. Recent woes have included a poor quarterly earnings report and exploding laptop batteries.
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RE: Dell Wants More Business?
by MeatAndTaters on Thu 14th Sep 2006 02:30 UTC in reply to "Dell Wants More Business?"
MeatAndTaters
Member since:
2005-11-16

If DELL wants to focus on customer satisfaction, they can start by returning all the American support rep. jobs they outsourced to India.

Out of curiosity, when you're on a tech support call with someone in India, do you tell them, "Forget it. I'm just going to ask random unemployed Americans if they know the answer?" If you've ever called a random unemployed American, could they, for instance, walk you through updating PERC firmware?

How much extra are you willing to pay for computer equipment so that Americans can follow call scripts?

And they're packed in as much as the fire code will allow; it's not a sexy job. Lamenting the "loss" of menial computer labor is fashionable, but soon you'll be like those who lament the loss of U.S. shirt factories. Or traveling knife-sharpeners. Or any other outdated jobs. We (in the U.S.) have a steady head start on the rest of the world. We churn lower jobs out so we can focus on more advanced tasks. That's the way it is.

And why in the hell would anyone talk to any tech support for all but critical server issues (and those go to Texas, which at times has just as much a language barrier)? On the rare times I get shuffled a Dell workstation call, it goes like this (and they're almost always about bad hard drives): "It's broken. I can hear the arms scraping. There's no troubleshooting involved here; I can hear the physical damage. If I wanted to spend all day talking to tech support, I'd have bought an IBM." And it's about then that Dell agrees and starts the process to replace the drive. Easy. They're commodity parts; replace them. I'm not troubleshooting; I have better things to do.

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