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.
This mailing list archive is Copyright 1997-2014 by MIDRANGE dot COM and David Gibbs as a compilation work. Use of the archive is restricted to research of a business or technical nature. Any other uses are prohibited. Full details are available here. If you have questions about this, please contact