I watched people who were with Dell from the start walked out with a box in Round Rock this week and saw their jobs move to India. The fallout it caused and still continues to cause was a fiery ball of s--- for technical support. India is simply not ready for the work, and it showed. Whoever thought that was a good idea should be the next person to get a box.
9 replies (most recent on top)
Do the needful and revert!
If they were cheap and the work was at same level no one would complain about it besides the people being layoff. The quality of indian work s---s, and anyone that worked with indian peers on the follow the Sun mode can testify that it needs 5 indian guys to do a crappy handover to us/br/emea guys, that need to handle their job and whatever indian "engineers" were not able to handle.
A lot of the negative comments are just wishful thinking. Obviously, losing job to a cheaper overseas engineer always hurts. If hiring of support engineers is incorrectly done whether in US/India/China, the end customer experience would always be terrible.
When i went to buy a workstation class laptop for some consulting work, I dismissed Dell very quickly due to their support. Went with Lenovo. This was not a knee jerk reaction to being laid off.
EMC customers have been used to this for over 12 years, and despite the total disaster it was, they persevered, never admitted it was a mistake and threw more money at India, (as well as other countries), at the expense of existing support centres.
They even had a NI queue, (non India) where, if the customer paid enough, they would not have their service call routed there.
wake me up when ORSD's/Directors/VP's/ Managers are cut
I've bought Dell for the last 15 years, but will never purchase from them again due to the terrible support i've received from their Indian tech support on my last two purchases.
Time to move to a vendor who really cares about customer experience, Dell lost that a long time ago.
I agree, the support is abysmal. Opened a support case and 9 days later the rep is still dragging their feet to work on it. Our next refresh I am going to push hard to go with any other vendor.
Customers are leaving in droves. Dell/EMC will suffer from this greatly in the next couple of months. Account reps are being cut next week, good luck.