Re: [PcTech] Dell and India

["Booth Martin" <Booth@xxxxxxxxxxxx>]

I am cynical.  It would be my belief that Mr Dell has as many Administrative
Assistants as are needed to provide a "personal touch" to their customer
relations. 
 
I am curious... did the person mention if she's ever seen or met Mr. Dell? 
Or the continent she lives on? North America? Europe? Asia?
 
 
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Booth Martin http://www.MartinVT.com
Booth@xxxxxxxxxxxx
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-------Original Message-------
 
From: PC Technical Discussion for iSeries Users
Date: Tuesday, October 07, 2003 9:50:07 PM
To: PC Technical Discussion for iSeries Users
Subject: Re: [PcTech] Dell and India
 
At least your voice was heard by the big guy himself.
 
James Newman wrote:
 
>Several months ago I posted a message regarding an exchange I had with a
tech support supervisor at Dell regarding not being able to understand their
tech support people, who had a very heavy Indian, Pakistani, etc. accent.
The supervisor suggested that I might want to consider paying for Dell's
Gold support, to which I replied that it was rather insulting to pay for
tech support when I purchased the computer only to find out that if I want
tech support in my own language (English), I'd have to pay extra.
>
>Someone who shall remain nameless passed along Michael Dell's email address
to me. I emailed the tech support supervisor's comments to Mr. Dell. Today I
received a phone call from his administrative assistant. The main comment
she made was that the supervisor had been corrected and that the gold
support put you directly in touch with an MCSE rather than the "front line
support". She said Dell had global support options and that this was done to
make them more competitive. I said that I wasn't necessarily making the 
America First" argument, but rather suggesting that wherever the support
person was located didn't matter as long as they were fluent in my native
tongue - English. I further pointed out that lots of IS professionals had
the same complaint with Dell. She then said most people were very happy with
Dell's tech support. I suggested that she attempt to call the regular tech
support number that the rest of us use to see how bad it is.
>
>While she was polite and our conversation was cordial, I don't think I made 
>any headway.