4/11/2005
Outsourcing @ Dell. Downfall to American Society?
I’m writing this mid rant to some guy at Dell who I only understand every 5th word from and who appears to understand about the same from me. In a previous post I mentioned that I ordered a new laptop from Dell. Now I unfortunately made the mistake of ordering it over the phone. Why did I do this? I have further discounts available to me through that method, (i.e. my father’s company gets tons of stuff through Dell so they give him a discount. ROTC gives me a military discount). Well the guy at Dell decided to send the package to my parents home address. I called back to change this and after a huge run around of apparently having to call the rep, who wasn’t in and I had to leave a msg with, which he never returned. He finally told me I needed to speak to UPS. UPS of course told me that they couldn’t fix Dell packages, only Dell could. More run around, Dell’s phone system disconnecting at the 15 min hold point. Finally, through the new sales department, which magically got answered before my finger came off the button, I got to someone that could change the address. I informed him of the correct address and a few hours later the UPS tracking number was updated to list a new address. BUT NOT THE CORRECT ADDRESS!!! Magically this guy ignored the address I gave him and decided that he’d list my father’s business address. So now it’s on to this current call. Which I’ve been informed that UPS can’t do more then 1 change in 24 hrs for security reasons. And that Dell will queue it to fix it tomorrow… RIGHT… I’m sure they will. They should give me the system for free at this point.
Moral of the story. Outsourcing to people who don’t understand English and have no idea what they’re doing leads to pissed off customers… Pissed off customers lead to bad sales and posts like this appearing online. Which leads to worse sales, and more outsourcing. Which leads to more dependance on external workforces and less on internal workforce, which provides less jobs for Americans and now we’re a poor country relying on others.
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May 30th, 2005 at 3:33 pm
And what do we do to correct this problem? I’m being held hostage by Dell’s refusal to hire competent help. How reprehensible that I paid for my equipment with US $ that has been taxed, paid tax on the equipment, help pay Welfare and Unemployment - and this company based in the US uses my $ to provide incompetent, unintelligible help.