I wrote about outsourcing software to other countries with cheaper labor, and now it looks like Dell is having problems with its tech support call center based in India. What looks good on paper doesn't always turn out well in real life.
After an onslaught of complaints, computer maker Dell Inc. has stopped using a technical support center in India to handle calls from its corporate customers.Some U.S. customers have complained that the Indian technical-support representatives are difficult to communicate with because of thick accents and scripted responses.
AOL is doing that too. (having things handled in India) but that's AOL....it's also now why I have cable
Can you imagine what it must have been like for the Indians trying to communicate with those unfortunate enough to be calling Dell tech support in the first place?
The Indian accent is not really all that difficult, but communicating may be - especially if they are working from the typical cheat-sheet, which will not be bettered by bringing support back to North America.
Robin: good point... I maintained a computer lab at UCLA for a few years as an undergrad, and I could barely comprehend the stupidity of those college students. As much as everyone hates tech support, from my experience I can guarantee that they hate us more.
An addition to the list of oxymorons..(right behind 'microsoft works')..."technical support"