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Story: Dell dips in support ratings

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I am a Dell warrenty service engineer. My company is the prefered Dell company. Dell set VERY high SLAs for us and other companies of around 98% next day fix. All these figures are also 'Arranged' so engineers look bad whatever the outcome. EG Customer not in = Engineer fails call!
Although this isn't Dells fault, it is The wrong doing of my company for accepting such a rediculous contract.

The reason Dell customers are loosing faith is Indian call centres. I have spoken to 100s of customers when i have been onsite and just by asking them how they found the service i can tell them where they got their call routed to. Ireland = Godd service, Happy customer. India = Very poor service, ignorent, cant speak real English or understand customers, Don't care what they have to say and often hangup on the customer if they are upset by the poor service offered!

I DO like Dell computers, I have realised they are low in price and Very good quality as a rule. I Just hope Michael Dell realises this before its too late and changes back to UK or Ireland for its UK call centres. I'm sure customer would even pay a little more
for a good quality helpdesk.

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