In an InfoWorld Gripe Line Blog, anonymous Dell employees are asked to make their feelings known about working for Dell. As we all know, Dell moved their tech support to India and they have employees in other parts of the world now too. It sounds like the new users dumb questions and working with Windows constant crashing and errors have driven even the Indian support workers to the brink of giving up. Here are a few quotes from the above story..
Back about eighteen months ago, the comments started off pretty apologetic about the Dell support gripes readers were airing. A poster who said he or she had just resigned after six months with Dell support in Hyderabad said that Dell technicians would sometimes know right off that a problem required a replacement component, “but we are bound by company policy which prohibits us from dispatching components until we finish the script given us by Dell management,” the poster wrote. “I basically felt really bad in situations wherein I had to make really old people open up their computers, and I did in fact meet people on the phone who would be in tears if we told them that they need to open their machines.
“I too am working in Dell tech support,” the poster said, saying his job had been to route calls to the proper support group. “The great thing is that tomorrow is my last day here. Great because this by far has been one of the least gratifying and frustrating positions I have ever held. Yes, there are extensive and considerable problems with Dell tech support. Their outsourcing to India is not even the least of them. Every day is a continuous assault by absolutely clueless and irate customers and an ineffective phone-based support system that is enough to make anyone crack. I’m saying that it all sucks: Dell’s systems and their support and the morons who purchase them … So many times I’ve had to restrain myself from telling customers who are whining about what a piece their Dell is that, hey, guess you should’ve bought a Mac. Goodbye, Dell!”