Re: Dell experiences

["Jeff Crosby" <jlcrosby@xxxxxxxxxxxxxxxx>]

What honks me off is an autoattendant system that asks for your phone number
or account number or whatever number to be entered.  Then, when you finally
get a human, they have no access to that info and you have to give it all
over again.

--
Jeff Crosby
UniPro FoodService/Dilgard
P.O. Box 13369
Ft. Wayne, IN 46868-3369
260-422-7531
www.dilgardfoods.com

The opinions expressed are my own and not necessarily the opinion of my
company.  Unless I say so.


> -----Original Message-----
> From: pctech-bounces@xxxxxxxxxxxx [mailto:pctech-bounces@xxxxxxxxxxxx] On
> Behalf Of Adam Glauser
> Sent: Thursday, March 19, 2009 9:02 AM
> To: pctech@xxxxxxxxxxxx
> Subject: Re: [PCTECH] Dell experiences
>
> 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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