Re: Dell and India -- PCTECH

Very good point, Booth.

Alan

----- Original Message -----
From: "Booth Martin" <Booth@xxxxxxxxxxxx>
To: <pctech@xxxxxxxxxxxx>
Sent: Tuesday, October 07, 2003 11:09 PM
Subject: Re: [PcTech] Dell and India


| 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?
|
|
| ---------------------------------------------------------
| Booth Martin http://www.MartinVT.com
| Booth@xxxxxxxxxxxx
| ---------------------------------------------------------
|
| -------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.
|
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