Another Blow For the Dellsnots 1134

says...

Don't take this wrong, but you need a real Usenet client so you can Quote properly and snip too.

As for the belief above, I don't think you've been around enough. The problem stems from people not being able to understand the person on the other end, and from getting a scripted line of responses.

The person on the far end doesn't understand the improper english terms or slang used, and that frustrates users here because when they were dealing with American technicians they didn't have those two barriers - language-slang.

Sure, many places have script readers, but until Dell moved most of it off-shore, I was hard pressed to get someone that was just a script reader - most of the calls were simple and like this:

ME : Hi, I have a XX computer, already done this a,b,c,d,e,f DELL: sounds like you've done it all ME : can you send me a new loveX part DELL: Sure, did you also try this first, before I send it out? ME : yes, twice, and did love to, sorry should have mentioned that too DELL: here is your case number, part will be there in X amount of time ME : thanks

Now it's like this: ME : Hi, I have a XX computer, already done this a,b,c,d,e,f Dell: please reboot the computer ME : I already have Dell: Please do A ME : I already have Dell: Please do A at this time ME : Just did it, what now Dell: Please do B at this time ME : Ok, done, what now Dell: Please do C at this time ME : Did you hear me when I said that I had done a through f already? Dell: Please sir, I understand, please do C at this time 15 minutes later Dell: Please remove the Hard Drive and reseat it ME : this machine has an onsite warranty, I will not remove any parts please send someone with a drive if you think it's bad. Dell: I'm sorry sir, you must removed the drive or I can't send another ME : I don't have any tools with me Dell: please call back when you have tools, here is the case number ME : Can I speak with a supervisor Dell: None are available now, please call back when you can reseat the drive so that we can continue to troubleshoot the laptop ME : If you don't get a supervisor on the phone I will call Dell Sales and cancel or order for 32 servers and purchase HP servers. Can I have your full name and ID number DELL: ........ I will get a supervisor for you sir. .... DELL: Hello, I'm a supervisor, my technician has given you proper instructions, we can not do anything until you reseat the drive. Please reseat the drive or call back when you can. Me : I'm calling Dell Corporate and telling them about this call and will cancel our order if you don't put a USA based technician on the phone right now..... DELL: I have IM'd a US technician, please wait... Please call this Number and extension for resolution of your problem.....

And once I called the US based support person listened to this: ME : Hi, I have a XX computer, already done this a,b,c,d,e,f DELL: sounds like you've done it all ME : can you send me a new loveX part DELL: Sure, did you also try this first, before I send it out? ME : yes, twice, and did love to, sorry should have mentioned that too DELL: here is your case number, part will be there in X amount of time ME : thanks

See the difference? while you may not have experienced this, I get it about 10 times a week.

The last one was a defective drive in a laptop (not the same as above) where I just disconnected the drive and then called - chap had me run a test from the DIAG parbreastion, then realized it wasn't there, then a BIOS diag tool, showed the drive as failed, 10 minutes to get a new drive. The customer has spent 2 hours on the phone trying to do the same thing just 24 hours before - and he was also going through the off-shore service.

Again, the issues are only simple ones, language-slang, and scripts that are followed because the support people don't have technical skills and are not permitted to think on their own. It has nothing to do with the nationality or heratige or country or any bias.

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