Dell cancels Indian tech support
Some excerpts from an article on cnn.com.
"AUSTIN, Texas (AP) -- After an onslaught of complaints, computer maker Dell Inc. has stopped using a technical support center in India to handle calls from its corporate customers."
"Some U.S. customers have complained that the Indian technical-support representatives are difficult to communicate with because of thick accents and scripted responses."
"Customers weren't satisfied with the level of support they were receiving"
"They're extremely polite, but I call it sponge listening -- they just soak it in and say, 'I can understand why you're angry,' but nothing happens,"
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11-25-2003, 01:50 AM
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