Re: Outsoucing - A Horror Story With a Happy Ending

From: Ken Blake, MVP (kblake_at_this.is.an.invalid.domain)
Date: 03/12/04 

Date: Fri, 12 Mar 2004 16:57:58 -0700

In news:udioWz9BEHA.1380@TK2MSFTNGP10.phx.gbl,
PT <xyz@xyz.com> typed:

> The technician somewhere in India told me that this was a
relatively
> common problem,

...

> To summarize - this incident has severely shaken my faith in
the
> quality of Dell support service,

I'm sorry you had a bad experience, and I'm glad your story had a
happy ending. But why do you attribute the problem to
outsourcing? Do you think that only in India are there people who
don't do their job competently?

There are good technicians and there are bad technicians. There
are also technicians who are excellent in one area, and may know
very little about another area. And you can find all qualities of
technicians in the US, as well as in most other parts of the
world.

The only problem I have with this kind of outsourcing is if I get
someone on the phone who has such a strong accent that I can't
understand them. That makes him unable to help me no matter how
much he knows. But I've occasionally run into problems like this
even with technicians located in the United States. 

-- 
Ken Blake - Microsoft MVP Windows: Shell/User
Please reply to the newsgroup

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