Re: Anyone have an extention number for a Dell employee in the US?

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From: JD (news_at_news.com)
Date: 07/30/04 

Date: Fri, 30 Jul 2004 04:22:25 GMT

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

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