Re: Dell experiences -- PCTECH

Subject: Re: Dell experiences
From: Adam Glauser <adamglauser@xxxxxxxxx>
Date: Thu, 19 Mar 2009 09:02:29 -0400
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sjl wrote:

On average, I spend less than 20 minutes when dealing with unscripted technical support in America versus over an hour when dealing with the scripted technical support in India.

I've found the same difference between scripted and unscripted tech support no matter where the call centres are located. What really gets my goat is when you have to go through "voice menu hell" and perform shamanistic rites to actually get to a person, then that person just reads a script!

If it saves so much money to have voice menus to properly direct my call, the least they could do is use the savings to have a smaller number of knowledgeable techs instead of a bunch of (probably poorly treated) script drones. Bell Canada, I'm looking at you.

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Follow-Ups:

Re: Dell experiences , Jeff Crosby

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