Are you listening Microsoft tech support?
Like practically everyone, I've been the victim of poor customer service. I've talked to people who didn't know what they were doing, or how they were going to help me. I've talked to people I couldn't understand at all. It's easy to get frustrated.
Things need to change. Apple has stayed on top of the customer service game, while Dell, which once held that crown, has customer support quality issues that simply shock me. Suffice it to say that when you contact most tech companies, you simply don't know what you will get. A knowledgeable, understandable tech support agent? Maybe. An agent that sticks to a script and doesn't really listen to you? Unfortunately, too likely.
Here's my tech support wishlist:
... Read moreI never thought I'd be writing this, but Dell (yes, Dell), is charging customers a monthly fee to have access to its United States-based customer service representatives.
The Washington Post reported on Thursday that the PC maker is charging customers with a Dell account $12.95 per month to have access to an American agent or $99 per year for customers who buy a new PC from the company.
Those who don't pay the sum will be contacting center agents in India or the Philippines. But before you start your bellyaching, Dell is sweetening the pot: wait times are guaranteed to be 2 or fewer minutes!
Great. Thanks, Dell.
A Dell representative told the Post that the company has "heard from customers that it's hard to understand a particular accent and that they couldn't understand the instructions they were getting." Because of that, the company has instituted the policy to "illustrate Dell's commitment to customer choice."
This mouthpiece (and Dell, for that matter) is kidding, right? The company is charging us for access to American customer support agents on products we purchased from it that went wrong? What a joke.
... Read more
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