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has all electroinic device we purchase outsource its customer service, i have a dell laptop and tried to get customer service for a problem only to get a representative i can barely understand.
As long as companies like Dell (satan, in my book), continue to outsource, unemployment will keep going up and the economy will worsen. Why the government doesn't step in is a mystery to me.
I had dells for years but refuse to buy another one. Every time I had to call I couldn't understand a word they were saying. I would ask to speak to someone who spoke English, that got me nowhere. The same thing happen when I tried to call Netgear for my router. What a joke.
I now have Gateway and have spoke to CS and believe it or not they were located here in America
It's an annoying thing, but when it comes down to it, the consumer is the one who ultimately decides these things. If we don't like it, we shouldn't do business with the company. As an example, i had AT&T DSL and every time i called customer service, it was a fruitless endeavor to get the problem resolved with someone who had a poor command of English. So, what did i do? I dropped them, and went to a provider that could provide understandable tech help. That's all there is to it. We run in to most of our problems because we're looking for that absolute lowest price. You get what you pay for, in the end.
A week ago we had problems and my wife called at 9:30 AM ( SHE HAS A SHORT FUSE)
The customer service rep was on the phone for 1 1/2 hours and was able to fix the problem.
I'm quite sure if the customer rep had been from a foreign country speaking broken english------the wife would have thrown the DISH reciever into the snowbank and I would have been installing an antenna on the roof
Thank you DISH------------for knowing the importance of EXCELLENT customer service.
The problem with Customer Service and Outsourcing...
Computers, cell phones, Internet. There are millions, yes, literally MILLIONS of owners/users of these devices. When they are new they cost more. The more people using these devices, more purchasing, the cheaper they get. Therein a crux of the problem.
I've done computer warranty support (after the first year of ownerhip). I've done cell phone support and I've done Internet - both dialup and DSL, both residential and business accounts.
To be kind, I'll say that most of you are not complainers and don't make daily calls to your device support center. But believe me... a real big whole bunch of them do. And they drive up the cost of that support to an extent that a company has to find a way to make savings. Think something like costs versus hold times. The more they have to pay support the longer you hold.
Even the agents you get in the U.S. typically don't make more than ten or twelve bucks an hour and are treated like sardines in a packing plant, stink included. Many of the agents are settling for eight or nine an hour just to have a job. You can typically tell who they are.
As for ATT DSL, the first line of support is usually something in the far east asia, India or the Phillippines. This is to weed out the easy resolution or frequent caller. They then transfer to Dallas for second tier support where you get the twelve dollar support. The more able you are to work with the support rep the easier the resolution.
ATT Cell phone support is spread around many call centers in the U.S. and pays the least of any call center I've worked with, at about eight to ten bucks an hour. Believe me, they have a multitude of idiot calls to tie up the support lines. Again, the more idiots, the longer you hold.
Computers... well, a lot of people just don't get it. Everything about a computer is a yes or a no (on or off). Most frequently the problem is software related and just needs a re-install of XP. Make frequent backups of valuable data. Really. This is a benefit to you and support. Again, the longer it takes the more it costs and the longer you hold. The less they pay the more likely you are to get unintelligible or lack of intelligence or a combination of both.
These companies aren't out to give you a hard time because you need assistance with a device. But that assistance is not without costs. They realize an unhappy customer is not good public relations but this whole scenario is only about ten years or less old. These companies are learning how to deal with the demand just as the consumer is learning how to cope with the needs.
And the government did step in, long ago, and made outsourcing easier. Has a lot to do with international relations and trade.
They do make me laugh sometimes though. In the beginning at least they were honest about it. "Greetings, my name is Neshtar, how may I help you?" Then companies got wise and now every male rep is named "Mike Smith" or something similar.
Have some fun with them, ask them something like why do we spell it Calcutta and they spell it Kolkata. Throws them right off the script.
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Outsourcing
E-mails are not much better...it's always like a script!
