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My experience with the DELL off-shore support was that they seemed to have a script and could not diverge from it. The folks I talked to always seemed to be non-technical and refused to escalate until we got through their entire script. I eventually adopted the tactic of agreeing and "Yup, did that - didn't work" as someone else suggested to get to someone who could hopefully help. I quickly gave up on DELL support and have found online forums and mailing lists (particularly this one) MUCH more helpful in solving problems. I was shocked when calling one of our service providers about an outage when I got a very knowledgeable person who spoke quite clearly - it turned out that he was in Nova Scotia ! Dave -- "This is one race of people for whom psychoanalysis is of no use whatsoever." - Sigmund Freud (speaking about the Irish) On Sat, December 17, 2011 2:18 pm, Jerry Feldman wrote: > On 12/17/2011 11:55 AM, MBR wrote: >> After Dell fired their U.S. support people and outsourced the function >> to India, I found it impossible to have an intelligent conversation >> with their support people. During my calls to them over the first few >> years after they did that, I naively assumed the support people were >> technically knowledgeable, and I continued trying to engage them in >> technical conversation to solve my problem, but that was always >> impossible. > My experience with Dell was very spotty since I have no Dell stuff, and > it was only for a friend or client. > "I found it impossible to have an intelligent conversation with their > support people" > This is the key. You want to be able to have an intelligent conversation > with a support person and to be able to understand. I had a few times to > contact Compaq support (before HP). I found back then that the Indians > were much more technically competent that the non-Indians. On a single > issue, I had a couple of US people who gave me the wrong answers, where > when I spoke to an Indian, he gave me exactly what fixed the problem. > > First, many people have trouble with some foreign accents, and I believe > that this was one of the major Dell user complaints. Whoever you speak > to should be reasonably articulate and easily understandable. > Second, the person should be knowledgeable enough to either identify and > solve your problem or escalate it to someone who does. > > My recent conversation with the RCN customer service person was that he > told me: > 1. While I paid for a "static IP", since you had only a single static IP > it was only a sticky and he refused to budge. > 2. We were paying for an 8-IP subnet not a single static. > The issue comes under that category of intelligent conversation. I had > the bill in my hand. What they failed to do was to move the subnet over > from the 20/2 DOCSIS 1 modem to the DOCSIS 3 modem as was required by > the contract. My problem is I had a SonicWall that could only be > programmed by our IT department. The only thing I could have done was to > do a factory reset, get it on some working network, and then let IT > reprogram it. I told him that, but I didn't tell him that I had 2 other > networks in the same computer room. In any case they finally fixed the > problem after I yelled and screamed. > > The bottom line is it does not matter where the support people are. It > is a matter of training. > > -- > Jerry Feldman <gaf at blu.org> > Boston Linux and Unix > PGP key id:3BC1EB90 > PGP Key fingerprint: 49E2 C52A FC5A A31F 8D66 C0AF 7CEA 30FC 3BC1 EB90 > > > _______________________________________________ > Discuss mailing list > Discuss at blu.org > http://lists.blu.org/mailman/listinfo/discuss >
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