Fair use excerpt
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! Fair use excerpt
So basically customers will have to pay extra to get what they're already paying for?
KaiGywer From United States of America, joined Oct 2003, 12028 posts, RR: 43 Reply 1, posted (4 years 5 months 1 week ago) and read 3397 times:
Quoting CPH-R (Thread starter): So basically customers will have to pay extra to get what they're already paying for?
Actually it's an awesome idea. If you want to talk to "Bob in Bangalore" after waiting 30 minutes, don't pay. If you want to talk to someone who speaks more English than their scripts spell out, and get it done within a few minutes, pay up.
KaiGywer From United States of America, joined Oct 2003, 12028 posts, RR: 43 Reply 3, posted (4 years 5 months 6 days 23 hours ago) and read 3361 times:
Quoting UAL757 (Reply 2): OR! Just have the call centers in the US.
Tugger From United States of America, joined Apr 2006, 4633 posts, RR: 7 Reply 4, posted (4 years 5 months 6 days 23 hours ago) and read 3360 times:
Quoting CPH-R (Thread starter): So basically customers will have to pay extra to get what they're already paying for?
Though I am no fan of the idea, it makes sense on some level. Dell probably "includes" the cost of tech support in the price but at a level the market will bear. This probably means for a person being paid something like $100 to maybe $300 per month for an overseas call center (http://www.crmbuyer.com/story/44937.html ), which comes nowhere near what a tech person in the USA in paid. So if you want it you have to pay for it, and with low margin pricing on computer products there is no room for Dell to "add" an extra $100 to the price to allow for local support. At least this way you have a choice.
Its not much different than the airlines charging for bags so that the can advertise a lower price up front for all the web surfers.
Tugg
I don’t know that I am unafraid to be myself, but it is hard to be somebody else. -W. Shatner
RussianJet From Kazakhstan, joined Jul 2007, 6296 posts, RR: 23 Reply 6, posted (4 years 5 months 6 days 23 hours ago) and read 3331 times:
Quoting KaiGywer (Reply 1): Actually it's an awesome idea. If you want to talk to "Bob in Bangalore" after waiting 30 minutes, don't pay
Can't agree. What they're basically saying is that if you want good customer service then you have to pay extra for it. If you don't want to pay extra fees then you will get poor customer service. Doesn't exactly sound like a ringing endorsement of the company's standards, in effect saying that their standard customer service levels are poor.
In response to the original question I would have to say yes, they have - it's an idiotic idea and a PR disaster. Good customer service should be a given for any serious company.
✈ Don't like it? That's just your tough chuff. ✈
Klaus From Germany, joined Jul 2001, 20861 posts, RR: 55 Reply 7, posted (4 years 5 months 6 days 23 hours ago) and read 3322 times:
Quoting RussianJet (Reply 6): Can't agree. What they're basically saying is that if you want good customer service then you have to pay extra for it.
It simply says that if you want something, you should be ready to pay for it – period. Either by paying an appropriate price for the product initially or – if you've opted for the cheap product – after the fact when you need the support you had thought you could "save" on.
KaiGywer From United States of America, joined Oct 2003, 12028 posts, RR: 43 Reply 8, posted (4 years 5 months 6 days 23 hours ago) and read 3318 times:
Quoting RussianJet (Reply 6): In response to the original question I would have to say yes, they have - it's an idiotic idea and a PR disaster. Good customer service should be a given for any serious company.
Not in the US. Here it's all about how to do it as cheap as possible, regardless of customer service.
RussianJet From Kazakhstan, joined Jul 2007, 6296 posts, RR: 23 Reply 9, posted (4 years 5 months 6 days 23 hours ago) and read 3302 times:
Quoting Klaus (Reply 7): It simply says that if you want something, you should be ready to pay for it – period. Either by paying an appropriate price for the product initially or – if you've opted for the cheap product – after the fact when you need the support you had thought you could "save" on.
It's all a matter of perception, but I would rather buy from a company that has good customer service and support without trying to make out it's some kind of privileged extra to be paid for seperately.
Quoting KaiGywer (Reply 8): Not in the US. Here it's all about how to do it as cheap as possible, regardless of customer service.
I don't doubt that's the reality, but I think it sucks.
✈ Don't like it? That's just your tough chuff. ✈
KaiGywer From United States of America, joined Oct 2003, 12028 posts, RR: 43 Reply 10, posted (4 years 5 months 6 days 23 hours ago) and read 3302 times:
Quoting Klaus (Reply 7): It simply says that if you want something, you should be ready to pay for it – period. Either by paying an appropriate price for the product initially or – if you've opted for the cheap product – after the fact when you need the support you had thought you could "save" on.
Since I know what you're implying...are all of Apple's call centers US based?
Dragon6172 From United States of America, joined Jul 2007, 1160 posts, RR: 0 Reply 11, posted (4 years 5 months 6 days 23 hours ago) and read 3302 times:
Typically when you call if you press "2" for Spanish you will get a call center that is in the US and is staffed by billingual folk. When they say "Hola" just talk english and play dumb about why your call did not go to India. It has worked a few times for me, and the fourth they tried to transfer me.
Klaus From Germany, joined Jul 2001, 20861 posts, RR: 55 Reply 12, posted (4 years 5 months 6 days 22 hours ago) and read 3273 times:
Quoting RussianJet (Reply 9): It's all a matter of perception, but I would rather buy from a company that has good customer service and support without trying to make out it's some kind of privileged extra to be paid for seperately.
If you go straight for the cheapest possible price, you'll get what you paid for. The "savings" will always come from somewhere...!
Quoting KaiGywer (Reply 10): Since I know what you're implying...are all of Apple's call centers US based?
No, fortunately not. I prefer my german support without a heavy american accent...!
As far as I'm aware, however, Apple's american support is situated in America.
UAL747 From , joined Dec 1969, posts, RR: Reply 13, posted (4 years 5 months 6 days 22 hours ago) and read 3267 times:
"Premuim Service" by Dell on the inside has always been marketed to those who buy XPS systems. Anything under an XPS system was sent to India most of the time. I know this because I used to work for Dell, and nothing would piss off the average Joe more than being sent to India. So, instead now, I guess, they give the option of buying the premium service to talk to an American rather than an Indian. It's actually brilliant because people will buy it just not to talk to an Indian. Instead of trying to push their XPS systems on a customer and failing to make a sale, period, because you are pushing too hard, they use this as a tactic.
I can see them saying something like this to promote it to customers, "We at Dell are trying to help with the American economy and put money back in, therefore, we will offer this service to you for a premium to talk to an American. Let's keep our jobs on our soil!"
The highest margin "object" that Dell sells is SERVICE. You pay X amount of dollars for something you will probably never use, or want to use, but it sounds like a good deal. Dell doesn't sell in stores, or service in stores. Most people can't live without their computers for very long, so they buy the service intending to use it, but don't want to wait to send it back to Dell and have it sent back to them, so they take it to the Geek Squad, therefore Dell has $99 in their pocket with NO labor needed in most cases.
Those poor Dell Sales reps though, their managers are going to push this SO hard on them.
Goldenshield From United States of America, joined Jan 2001, 5446 posts, RR: 12 Reply 15, posted (4 years 5 months 6 days 22 hours ago) and read 3232 times:
Quoting UAL747 (Reply 13): "Premuim Service" by Dell on the inside has always been marketed to those who buy XPS systems
Funny. When I bought my Dell XPS 3 years ago, I was still sent over to India to try and resolve an issue regarding the Musicmatch offer that was being sold with the system. All in all, Dell saw that I bought it, but did nothing about it, as they said that it was no longer offered (but was still on their site somehow.) So, I lost $30, plus pain and suffering.
Two all beef patties, special sauce, lettuce, cheese, pickles, onions on a sesame seed bun.
Dougloid From , joined Dec 1969, posts, RR: Reply 16, posted (4 years 5 months 6 days 22 hours ago) and read 3227 times:
Quoting UAL757 (Reply 2): OR! Just have the call centers in the US.
There's plenty of third world countries in the United States, too. I can think of a few places where people'd love to have the work, they'd show up on time, and the states and counties would be liberal with the tax benefits. How about the entire midwest outside of cities with 100,000 or more? Kentucky? West Virginia? Alabama?
Quoting Klaus (Reply 5): It's basically truth in pricing. You get what you pay for – or not!
Goes to the difference between cheap and well-priced...
I think you're on to something there Klaus. My old crew chief used to say that common sense will take you a long way in the world. Charity also begins at home and not half a world away among strangers.
Now....having said that, I've had the opportunity to talk to people in India for Microsoft and for my Toshiba. Both times they were polite, articulate, and the problem got solved in good time.
I believe Dell tried floating this balloon a couple of years ago. There's nothing worse than a bad idea that won't go away.
UAL747 From , joined Dec 1969, posts, RR: Reply 17, posted (4 years 5 months 6 days 22 hours ago) and read 3225 times:
Quoting Goldenshield (Reply 15): Funny. When I bought my Dell XPS 3 years ago, I was still sent over to India to try and resolve an issue regarding the Musicmatch offer that was being sold with the system. All in all, Dell saw that I bought it, but did nothing about it, as they said that it was no longer offered (but was still on their site somehow.) So, I lost $30, plus pain and suffering.
The reason why they make their phone system so complicated. You get routed all over the place until you just give up because you are just glad to talk to someone after 30 min of waiting for tech support. The calls, when backed up, will overflow into India, even with XPS.
Then again, I may be totally wrong about all of this. There were a lot of things that Dell told it's employees that you found NOT to be true from the customers.
DfwRevolution From , joined Dec 1969, posts, RR: Reply 18, posted (4 years 5 months 6 days 19 hours ago) and read 3146 times:
Quoting Klaus (Reply 12): If you go straight for the cheapest possible price, you'll get what you paid for. The "savings" will always come from somewhere...!
Mt99 From United States of America, joined exactly 14 years ago today! , 6354 posts, RR: 7 Reply 19, posted (4 years 5 months 6 days 19 hours ago) and read 3132 times:
How about if you pay an additional $5K if you want your GM car to have it built in the US instead of in Mexico?
DfwRevolution From , joined Dec 1969, posts, RR: Reply 20, posted (4 years 5 months 6 days 19 hours ago) and read 3122 times:
Quoting Mt99 (Reply 19): How about if you pay an additional $5K if you want your GM car to have it built in the US instead of in Mexico?
If GM is willing to establish redundant production facilities and there are enough customers who want such a product, I think it would certainly be a reasonable proposition. But since it's clear that hardly anyone wants to pay an extra $5k to have an the same vehicle built in the U.S., it's a losing venture and GM would be foolish to offer it.
It's obviously a different situation for Dell since call centers are cheaper to establish than manufacturing and the participation cost is much more reasonable.
StasisLAX From United States of America, joined Jul 2007, 3267 posts, RR: 6 Reply 21, posted (4 years 5 months 6 days 18 hours ago) and read 3103 times:
Dell sucks. I've had several desktop and laptop computers from them and had plenty of hardware problems.
Remember when you're speaking to an off-shore call center that the person you are speaking to is NOT governed by U.S. laws. Speaking to a CIGNA insurance claims representative, your health information is not protected. Speaking to an regular American Express or JC Penney credit card representative, your social security and other financial information is not protected by U.S. privacy laws. Ask the representative that you're speaking to if they are based in the U.S. - if not, demand to speak to a stateside representative that is governed by U.S. laws.
Protect both yourself AND American jobs. Â Â
[Edited 2008-12-20 14:17:31]
"Those who would give up essential liberty to purchase temporary safety deserve neither liberty nor safety!" B.Franklin
RussianJet From Kazakhstan, joined Jul 2007, 6296 posts, RR: 23 Reply 22, posted (4 years 5 months 6 days 18 hours ago) and read 3075 times:
Quoting DfwRevolution (Reply 20): If GM is willing to establish redundant production facilities and there are enough customers who want such a product, I think it would certainly be a reasonable proposition
Yeah, but again to me it just seems tantamount the company saying 'we make inferior products'. You can either have the crap one, or the good one at a premium. Why bother admitting to making crap in the first place? Either you can make cars in Mexico or you can't.
✈ Don't like it? That's just your tough chuff. ✈
✈ Don't like it? That's just your tough chuff. ✈
25 Tugger: Sorry, that doesn't fly. When you are looking at two identical (or nearly) products online and one is $499.99 while the other is $513.99 you will buy
26 StasisLAX: I have been a Dell corporate/business customer for about 10 years, so I speak from experience. They suck.
27 QXatFAT: I'll second that. For one thing, I have no problem calling customer support and being put to India to get some help. When you show patience, they nor
28 Jetstar: If you call for tech support goes to an offshore call center, just ask for second tier support, if they refuse then ask to speak to a supervisor. Eith
29 LTBEWR: I have had mixed experiences with India based techs for Dell and other products. There are those with good English comprehension and those that are li
30 KaiGywer: Smartass I don't know...it might be easier to understand Bob from Bangalore
32 Dougloid: OK. North Dakota. Pipestone County Minnesota. South Dakota. Western Nebraska. All of Iowa except Des Moines. Most of New Mexico. Those are all third
33 Dougloid: One time when i was living in Michigan a friend came to visit who'd recently transitioned from his GS550 Suzuki to a BMW twin. We went to the local m
34 Klaus: Or both reliable products and proper support...!
35 RussianJet: Ah, but if the product is super-reliable then there will be no need for support!
36 Smcmac32msn: After mine and my girlfriends experience with Dell equipment...... buy something else, these computers they sell are obviously the "cheap" option. No
37 Ag92: After reading some of this, I am really surprised as the service in Singapore is absolutely amazing, and have been a Dell fan since my first product w
38 J.mo: Basically what Dell is saying is; We know our outsourced call centers SUCK. Pay us even more money and we will give you competant help. Just don't buy
39 Bhill: Dell DOES suck. They have become the Walmart of the PC industry. I will never buy from them again, and I am an IT consultant. After purchasing a syste
40 Greggarious: That is extremely interesting information. Thanks for the advice!
41 Flybyguy: I think what Dell is doing is abomidable. I think to pressure more people to pay for American tech support they will make the overseas call centers wo
42 Klaus: Well, my calls so far apparently have ended up in a call center in Ireland, which technically is "overseas", but I've never had anyone who wasn't a n
43 Dougloid: Do you mean "abominable", as in "Abominable snowman"?
45 YOWza: Ultimately Americans will vote with their feet. Everyone talks a big patriotic game but when push comes to shove I'm going to guess that the majority
46 Dougloid: heavens to betsy! Are you saying there's a down side to laissez faire capitalism? I'm shocked to find that gambling is going on in this establishment
47 RussianJet: It's not the fact that the support is in India that leads me to this conclusion. Rather, it is simply the fact that they are marketing a seperate, US
48 YOWza: Well as I mentioned Americans love to bitch about things being shipped away from their shores. Now the choice is in their hands; buy American support
49 KiwiRob: Considering that Bob in Bangalore probably speaks better English than Billy Bob in Texas isn't this a backwards step? Maybe some of you don't realise
50 Dougloid: You're assuming a lot based on your stereotype notions of what you think people are like. Lemme see...you generalized about 300 million americans and
51 Triebwerk: Dell is really saying that, if you'd like good customer service, don't buy Dell products. (Though I've been a patron of the company for about three y
52 RussianJet: Precisely what I've been maintaining. If they offer a 'better' customer service for money then it's a poor indictment of their customer service in ge
53 Dougloid: I think they're trying to squeeze out every penny they can right down to picjing up the ones people drop on the pavement, and someone identified the
54 Flighty: Definitely. Laptops all have a day when they quit working. It is sad when that day comes. But they are getting better. The new Apples appear to be th
55 Dougloid: Panasonic makes laptops for our military that are ....very rugged....of course they're very expensive too.
56 Moo: Congratulations, you have just discovered the difference between standard support and premium support - something business buyers have been choosing b
57 CPDC10-30: Bob in Bangalore also speaks better english than Cyril in Glasgow. When I reach the Scottish call centre I am tempted to ask to be transferred to Ind
58 KiwiRob: Having been in both countries I found it easier to understand the Indian English than most of the english spoken by Southern State Americans. Plus I
59 YWG: There is only one atrocity here: Should have bought a Mac!
60 Dougloid: You are in the wrong room. The Klaus Appreciation Society meets down the hall.
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