Dell Charging Customers for American-based support - Blu-ray Forum

Sussudio · 12-15-2008, 03:33 PM

From CNET, here's a quote from the story:

Quote:

I never thought I'd be writing this, but Dell (yes, Dell), is charging customers a monthly fee to have access to its United States-based customer service representatives.

The Washington Post reported on Thursday that the PC maker is charging customers with a Dell account $12.95 per month to have access to an American agent or $99 per year for customers who buy a new PC from the company.

Those who don't pay the sum will be contacting center agents in India or the Philippines. But before you start your bellyaching, Dell is sweetening the pot: wait times are guaranteed to be 2 or fewer minutes!

Full: http://news.cnet.com/8301-13506_3-10121992-17.html

What do you think? Logical or ludicrous on Dell's part?

jkwest · 12-15-2008, 03:43 PM

dude...nice lame thread title...American based support does not equal English-speaking...lol..

other countries do speak it, I promise...go out and explore the world..its quite beautiful!!

Sussudio · 12-15-2008, 03:48 PM

Quote:

Originally Posted by jkwest

dude...nice lame thread title...American based support does not equal English-speaking...lol..

other countries do speak it, I promise...go out and explore the world..its quite beautiful!!

oh god, that was a big typo.....i definitely meant american based support thanks for bringing it up.

dk3dknight · 12-15-2008, 04:03 PM

Quote:

Originally Posted by jkwest

dude...nice lame thread title...American based support does not equal English-speaking...lol..

other countries do speak it, I promise...go out and explore the world..its quite beautiful!!

Thats a lie the world is ugly

This is sad but my company has larger things to be upset with them, and personally there lies are starting to catch up to them.

york weir · 12-15-2008, 05:28 PM

I don't know what I think about this. I absolutely hate outsourcing so it's nice to have an option but the cost seems quite high.

DetroitSportsFan · 12-15-2008, 05:52 PM

Quote:

Originally Posted by jkwest

dude...nice lame thread title...American based support does not equal English-speaking...lol..

other countries do speak it, I promise...go out and explore the world..its quite beautiful!!

They may speak it, but sometimes their accent is so thick, you still can't understand what they're saying.

And any company charging for customer service is BS.

Marquoz · 12-16-2008, 01:07 AM

I'd almost spend the money if I bought a Dell for that. I've had so many calls overseas for tech support that I end up hanging up on because I can't understand a word the other person is saying.

dk3dknight · 12-16-2008, 02:17 PM

Quote:

Originally Posted by Marquoz

I'd almost spend the money if I bought a Dell for that. I've had so many calls overseas for tech support that I end up hanging up on because I can't understand a word the other person is saying.

Why don't they outsource there management and CEO to India...
They could save a bundle...

Roland1919 · 12-16-2008, 05:34 PM

Fine I'll pay the money as long as I'm not talking to TIM who not "really" Tim...know what I mean...

austin126 · 12-17-2008, 03:19 AM

why should i pay dell to speak to a customer service representative that i cant understand? they are outsourcing to get cheap labor costs anyway and now they want us to pay for that? my god! i have and will never own a dell product now. this is a sad day.

Marquoz · 12-17-2008, 10:27 AM

Quote:

Originally Posted by austina126

why should i pay dell to speak to a customer service representative that i cant understand? they are outsourcing to get cheap labor costs anyway and now they want us to pay for that? my god! i have and will never own a dell product now. this is a sad day.

No, they want you to pay to get American people, in America. Not overseas people you can't understand.

dk3dknight · 12-17-2008, 02:42 PM

Only if they confirm that money goes straight to American workers...

then maybe...

If that is one more techie who will have a job..

MoPe · 12-17-2008, 02:46 PM

I own a 24" Apple iMac, and when I had to call customer support over the phone, about 3 times now, not once did I not have an American on the other line. It was so nice to talk to and completely understand the other person on the line. And to boot, there's two Apple stores within 25 miles of me, so I can also book an appointment to speak to an Apple Genius.

I love it, personally.

Uniquely · 12-17-2008, 02:46 PM

I've gotten great support from people with Indian accents sometimes, and some ATROCIOUS support from people with obvious American accents. I think it really depends on the knowledge of the people hired, and how well those people are trained; much more than where they are from. I do however find it annoying when you have to speak with someone who has an accent so thick it is difficult to understand them and you have to ask them to repeat everything 2-3 times.

Sussudio · 12-17-2008, 03:06 PM

i think the best dell support experience ive had was when the CSM picked up and said (in thick indian accent)

"HELLO, i am RABUSH, but you can call me JAKE."

effin priceless.

djluis2k6 · 12-17-2008, 05:14 PM

This wasn't necessary for Dell to do. People just need to be patient.

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12-15-2008, 03:43 PM	#2
jkwest Off-Topic King Member since:Jul 2007 Location:Northern California PSN Id: jkwest5 Blu-ray reviews:1 Trading Score:20	dude...nice lame thread title...American based support does not equal English-speaking...lol.. other countries do speak it, I promise...go out and explore the world..its quite beautiful!!

12-15-2008, 05:28 PM	#5
york weir Special Member Member since:Nov 2007	I don't know what I think about this. I absolutely hate outsourcing so it's nice to have an option but the cost seems quite high.

12-16-2008, 01:07 AM	#7
Marquoz Blu-ray Samurai Member since:Jan 2008 Location:New Orleans Home Theater Gallery:4 Blu-ray collection:167 Trading Score:2	I'd almost spend the money if I bought a Dell for that. I've had so many calls overseas for tech support that I end up hanging up on because I can't understand a word the other person is saying.

12-16-2008, 05:34 PM	#9
Roland1919 Power Member Member since:Nov 2007 Location:San Diego Home Theater Gallery:4 Blu-ray collection:2 Blu-ray reviews:17 Trading Score:25	Fine I'll pay the money as long as I'm not talking to TIM who not "really" Tim...know what I mean...

12-17-2008, 03:19 AM	#10
austin126 Active Member Member since:Apr 2008 Location:Maryland Trading Score:14	why should i pay dell to speak to a customer service representative that i cant understand? they are outsourcing to get cheap labor costs anyway and now they want us to pay for that? my god! i have and will never own a dell product now. this is a sad day.

12-17-2008, 02:42 PM	#12
dk3dknight Blu-ray Ninja Member since:May 2007 Location:Arlington, Texas PSNetwork: dk3dknight PostCount: 0001 Blu-ray collection:44 Blu-ray reviews: 2	Only if they confirm that money goes straight to American workers... then maybe... If that is one more techie who will have a job..

12-17-2008, 02:46 PM	#13
MoPe Active Member Member since:Nov 2008 Location:Orlando	I own a 24" Apple iMac, and when I had to call customer support over the phone, about 3 times now, not once did I not have an American on the other line. It was so nice to talk to and completely understand the other person on the line. And to boot, there's two Apple stores within 25 miles of me, so I can also book an appointment to speak to an Apple Genius. I love it, personally.

12-17-2008, 02:46 PM	#14
Uniquely Blu-ray Samurai Member since:Sep 2008 Location:Mobile, AL Home Theater Gallery:14 Blu-ray collection:171	I've gotten great support from people with Indian accents sometimes, and some ATROCIOUS support from people with obvious American accents. I think it really depends on the knowledge of the people hired, and how well those people are trained; much more than where they are from. I do however find it annoying when you have to speak with someone who has an accent so thick it is difficult to understand them and you have to ask them to repeat everything 2-3 times.

12-17-2008, 03:06 PM	#15
Sussudio Blu-ray Champion Member since:Sep 2008 Blu-ray collection:1 Blu-ray reviews:1 Trading Score:11	i think the best dell support experience ive had was when the CSM picked up and said (in thick indian accent) "HELLO, i am RABUSH, but you can call me JAKE." effin priceless.

12-17-2008, 05:14 PM	#16
djluis2k6 Power Member Top contributor Member since:Feb 2007	This wasn't necessary for Dell to do. People just need to be patient.

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