26 May 2005
It's part of the business plan
Susanna Cornett talks to PC technical support for a firm whose name rhymes with "hell":
When all was said and done, she concluded the exchange by giving me a link to a Microsoft self-help page. My goodness! Nothing I could have done for myself! She said if that didn't work I could contact another tech for additional help. Of course, after such a great experience, I'm likely to do that, ohhhhh, sometime in the next millenium. But perhaps that is their goal. If their tech help absolutely sucks, then it stands to reason no one will use it and thus they will cut costs. You like to deal with a company like that.
Packard Bell? Um, no. Posted at 7:47 AM to PEBKAC
» Dell from hell from Bill Peschel
Susanna Conant over at Cut on the bias has been having a wee bit of trouble installing Outlook Express on her computer, but then she made the fatal mistake of ...[read more]
Just wait until us Okies get in on Dell tech support. We like dealing with problems so much, we often create our own.
To be fair, how many are really willing to pay for better tech support (or, for that matter, a computer good enough that they are less likely to need tech support)? I've been singing the praises of IBM for a couple years now. Reliable product and anachronistically good customer service. People liked that and were interested until they found out it cost a couple hundred dollars more than Dell.
I always advise asking for level 2 support immediately. I understand it works.
Last desktop I bought was from a local builder. It's held up pretty well, though there wasn't any significant price advantage.
You have a couple of companies to blame for that, one being an outsourcing farm called Stream Intl. If you look it up on google, it should unlock the keys to the full horror of the situation.
Time on the call is almost the only metric that these call centers measure. Customer satisfaction, actually fixing the problem, etc.. are secondary or tertiary.
Why you would WANT to run Outlook though, is beyond me.
As a former techie at AOHell I can attest that Dan's post is right on the dime .... the call metric was everything! The more slavishly I clung to my internalized view of the customer as the reason we were there and not the other way around, the more I was "counseled" in the "team" concept .... LOL (oops, sorry ... old habit) ... but I DID learn a lot about the internal workings of the beast. AND I left standing up under my own power after 2 years for a better opportunity unlike the other 99% of my starting group of 32.
The scary thing is that Dell consistently ranks first or second in customer satisfaction amongst PC companies (IBM is the other top company). Apple blows them away, but a Mac is not a PC.