Dell - Customer Service Issues

I have owned Dell computers for at least 15 years, and have 8 current Dell PCs, laptops and servers, and have never had a problem with technical support, even when I have been shuttled to India. Although my tech support calls are rare, I have always received knowledgeable service, until this morning. When I called, I was connected with Rakesh Prabhakaran, the poster child for why people hate foreign support. I had to repeat everything two or (mostly) three times, and when he finally “resolved” my issue, all he really did was disable the problem (a malfunctioning floppy drive) not solve it — and this took nearly 30 minutes. When I asked for his name, and the case number, the line went dead. Argh! Fortunately, I called back and, roughly another 30 minutes later, the problem was resolved by another Indian tech who at least seemed to understand English. When he was done, he forwarded me to his supervisor, and I explained my earlier nightmare. I still like Dell, and find their products to be consistently reliable, but all it takes is one Rakesh Prabhakaran to make you yearn for tech support that actually speaks and understand the customer.

This entry was posted on March 20, 2008 at 4:45 pm and is filed under A Little Ranting. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response or trackback from your own site.

| Print