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Home » PCTECH » October 2003

Dell and India



fixed

Several months ago I posted a message regarding an exchange I had with a tech 
support supervisor at Dell regarding not being able to understand their tech 
support people, who had a very heavy Indian, Pakistani, etc. accent.  The 
supervisor suggested that I might want to consider paying for Dell's Gold 
support, to which I replied that it was rather insulting to pay for tech 
support when I purchased the computer only to find out that if I want tech 
support in my own language (English), I'd have to pay extra.

Someone who shall remain nameless passed along Michael Dell's email address to 
me.  I emailed the tech support supervisor's comments to Mr. Dell.  Today I 
received a phone call from his administrative assistant.  The main comment she 
made was that the supervisor had been corrected and that the gold support put 
you directly in touch with an MCSE rather than the "front line support".  She 
said Dell had global support options and that this was done to make them more 
competitive.  I said that I wasn't necessarily making the "America First" 
argument, but rather suggesting that wherever the support person was located 
didn't matter as long as they were fluent in my native tongue - English.  I 
further pointed out that lots of IS professionals had the same complaint with 
Dell.  She then said most people were very happy with Dell's tech support.  I 
suggested that she attempt to call the regular tech support number that the 
rest of us use to see how bad it is.

While she was polite and our conversation was cordial, I don't think I made any 
headway.





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