Quote:
Originally Posted by EscapeCalifornia
What's even more sad for Dell is that they're using those same people to take orders too. It doesn't look good for a company when someone who is trying to spend money with you gets a robot that doesn't listen to the customer and won't vary from a script.
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Think that's bad -- even corporations, who lay out 10s of thousands for support, get the same sort of crap. I call <insert name of mega-communications company> to report trouble on the network and ask them to troubleshoot. Fours hours later, I get a call back...
Indian: "we now see the circuit up and will be closing the ticket"
Me: "no it's not. the circuit is still down; we have customers who can't use their debit or credit cards at <insert major retail chain> this is costing us a huge loss on sales."
Indian: "well, we see no issues. check the equipment on your end. we will be closing the ticket".
Me <starting to clutch the phone tightly> "uhhh, noooo. the ticket needs to stay open and you need to troubleshoot further. we've
already checked the equipment on our end. Did you do <insert standard procedure we know they are supposed to take>?"
Indian: "no, that's not outlined in our procedures. we see the circuit up."
Me: <raising my voice> "what do you mean it's not outlined in your procedures! we know it's part of your standard troubleshooting. check again."
Indian: "let me get my supervisor. <silence and mumbling in the background>. hokay, we do this other procedure. you can expect an update in two hours."
Meanwhile, I have a manager on the other phone screaming that he has customers who are leaving full carts of goods standing at the checkouts and walking out. They can't pay with plastic 'cause the network is down and won't process a transaction, don't have cash, and didn't bring their checkbooks.
.........2 hours later..........
Indian: "we have isolated the trouble and need to send tech support to the site. what are the store hours?"
Me: "they closed 30 f*cking minutes ago."
Indian: "well, we will set up for an a.m. dispatch."
There's nothing I can do but make a note of the conversation and how the problem will be resolved. However, I know
I'm going to get a nastygram from the higher-ups complaining about the thousands of $$ in lost sales because of the network issue. Like it will be
my fault. More like corporate's fault for standing by and letting this outsource crap happen without a squawk.
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