Call Center Service From India Sucks
I had to send in my Dell laptop for service, and had the "pleasure" to be helped by Dell's crack team of outsourced techs in India.
So far I've spoken with "Steve", "Paul", "Mark", "Sharma" and "Nikita" (who all spoke with Indian accents), honestly, all in all, just fine for answering general questions. However, I apparently threw the call center techs for a loop by using a different city and state for the pick up and drop off.
I requested service from Austin, Texas, and due to time contraints, requested that my repaired laptop be sent to Orlando, Florida (the next stop on my itinerary).
In theory, that should cause no problems - well, of course it did. I just found out this morning that my laptop was sent to Orlando, Texas 78741 (an Austin zipcode).
I just don't think that someone familiar with US geography would have made this mistake.
I appreciate that Dell has chosen to save money by using an Indian Call Center service. What I do not appreciate is that they made this mistake, especially when I made a *concerted* effort to avoid this problem by calling in to make the address change. I also put a note in the laptop with the correct mailing address, but obviously Dell's (non-Indian) automatons in the Tennessee repair center ignored it.
The only thing that this story is lacking is some ironic twist, like getting my laptop back without the necessary repairs, or being damaged in shipping.
Unfortunately, that part of the story will take at least 2-3 business days....
4 Comments:
Well - as it turns out - the "helpful" staff never sent DHL the rerouting request, so my laptop is still in Austin, Texas.
Rather than continue to waste my time on waiting for them to get their act together, and wait another 2-3 business days, I am driving to Austin, Texas (5 hours drive out of my way on the way back to Mexico) to pick up the laptop personally so I can get back faster.
I really regret buying a 4 year guarantee, because I honestly could have purchased a new laptop for cost of the time I've spent sitting around waiting for it.
Well I picked up my laptop from the DHL office today.
The laptop was properly repaired (the LCD's hinge was broken, and kept unhooking from the keyboard part).
The punchline is that the call center called my parent's house (which was my contact phone number) on Thursday evening - two days after they promised to send a re-routing request to DHL, and 5 hours after I left for Austin - and said that they hadn't been able to send in the form because they didn't have my Florida address....
This is the same address that "Sharma" repeated to me twice on Tuesday.
Dell is going to get a little love letter from me once I get home. As far as I am concerned they owe me gas money and a night's hotel in Austin, Texas, plus 5 days of unnecessary waiting.
I wrote about a similar experience in my own blog. The lack of cultural knowledge of an Indian customer support team creates a HORRIFIC customer experience.
I agree, call center service from Indian call centres sucks.
The complete sentence should however be "call center service from India, which makes my dell machine 40% cheaper - SUCKS".
I wonder why americans , who are so better off are so shallow in thinkin.
Have americans ever wondered why they can live an Okie Dokie life in just 2000 Dollars a month? It's because many things specially electronics are made and supported in third world counties. BUT te basic equation remains the same. If u win on price , u HAFTA compromise on quality.
Just to tell ya,2000 Rs is SHIT in here!U can just pay half of ur monthly rent by that.
I will love if computers that are sold in India are made in BAngladesh or Pakistan. Iam sure that will cut it down by 30%.
So BASICALLY it's kinda orientation goin on in the world and it will continue as long as there is huge difrence in livin standards across nations.
Cheers
DOLBY
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