Crikey Me Ears, Its Not All Outsourced!

Everyone knows about Dell's infamous outsourced phone lines and how XPS who used to be in USA, got switched over to India. I remember a week ago, I called Dell support and a guy named "Chris Richards" picked up who was a guy with a subtle indian accent after hearing him talk a bit longer. XD

Anyhoo...

I was curious about whether I could exchange for the 320GB 7200RPM drive, I called in to dell customer care, transfered to tech, then transferred to parts. As everyone knows Dell oursources to india for support for Inspiron and XPS (even though XPS support in North America), the person who picked up the phone at the Parts area, said her name was Denise Wilkens, and she actually had no indian accent and was actually American!

I asked her, are you in the USA? She laughed and said "Yes, I'm not from India like our Customer Service lines are". She actually giggled a lot and seemed very... airy? I dunno, it just didn't seem so formal like other customer support experiences I've had. Though she wasnt able to find the 320GB 7200RPM drive in stock for upgrading, it was quite surprising for me to find that Dell still has some phone lines that are still in North America. Looks like outsourcing hasn't completely taken over.

 

I'd kill to talk to someone who was in America when I call. I can't argue when I don't understand what they are saying back.

 

My call on costumer service about missing items in my shipment were all in the U.S. sure the guy was in texas an had a thick mexican accent but we got thru it together.

 

I have found the Chat is the only way to go

 

Very incorrect about thinking Dell outsourced everything to India. It seems the only and fastest way to speak with someone in the US (Chat or Telephone) is if you bought a system from Dell EPP or Dell Business. I bought my M1330 through EPP and always get US based technical support via chat. I have other systems bought from the Home section and I always get somebody from India.

 

You know you guys complaining about Dell customer service located in india.

But guess what, when i was having repeated problems with my inspiron E1705. This one tech from india helped me get a brand spankin new XPS M1730 which came with Dual 8700s in SLI as a replacement

Not all technicians from India are morons. Some actually know how to do their jobs and please the customers.

 

I was not complaining. it keeps the price of the computers down.. could you imagine what it would cost if tech support was in the states and union. besides i have had good outcomes w/ india support.

 

Im not complaining either. I was just surprised since I had thought the entirety of Dell's phone support was located in India.

 

Same here - I regularly use Dell systems purchased through the enterprise divsion as well as higher education/EPP and get US-based support (even at 2 or 3am!! AST)

 

Online chat is sooo much faster than going through the phone. Of course, you need to snag your roommate computer.

 

I think a few of the people I spoke with have been European, or at least it sounded like.

After I got my system, i've spoken with mostly American support.

 

xD...

response I got from DELL Indian agent is "Sorry SIR, my computer currently isn't working can you call back" me "can you please connect me to an agent who currently has a working computer" agent "SIR, you have two options one... call back or two I can connect you to another agent" me "option two please CONSIDERING I JUST REQUESTED that" a minute later an American agent pick upped (THANK GOD)... & was able to modify my order~ 25 minutes with Indian agent & 10 minutes with American agent...

 

Fortunately I've only had good experiences.

Then again, I've only used chat.

 

+1 Chat. Most folks type far better English than they actually speak. Caucasian or Indian...