If you want an American technical support to help you with your concerns, you have to pay, well, at least for DELL Computers customers.
I read this news recently that existing customers with a DELL account will have to shell out US$13 a month for this ’special service’ while new customers will have to pay a higher rate at US$99.
DELL came up with Your Tech Team service to address their customers’ request for an American tech support to help them instead due to accent and discourse gap issues they experience when working with some ‘foreign’ agents.
What can you say on this news? Is it a wise move for DELL?
December 16th, 2008 at 9:07 am
Hmmm…good move for their wallets.
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December 16th, 2008 at 4:56 pm
I think it’s a wise decision. It means that Dell is listening to its customers and is trying its best to address their concerns.
Is it really a big problem when it comes to the call center agents’ accent? Doesn’t it automatically mean that when an agent is hired, that he has the right accent and communication skills to converse with the customers?
I have a feeling that Americans just want to talk to fellow Americans even though an offshore agent is just as capable to help them.
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December 20th, 2008 at 12:44 pm
It’s nice that they are listening to customers. It’s not nice that once I buy their product and have a problem, I now have to pay for what used to be a free service.
And yes, there are issues with the accent. I just called on another issue, not my computer, and spoke with someone with such a strong accent that it was difficult to understand. When it comes to money and what money was spent on, frustrated people don’t want to have to fight to understand what is wrong. We, I, just want help and assurance that something is going to work out.
If Dell wants to hire a customer service rep who can’t give good customer service, then I think I will take my business to someone else who cares about their after product service.
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