Why Dell? WHY?

[John2021]

IMHO, the best PC is one you build yourself. Only components that you want and no bloated software. Just my two cents!

One that you can easily upgrade in the future and one that you can grow into and not out of and one with no crapware

 

[John2021]

The best PC is -no- PC.

Oooo k

 

[John2021]

I refuse to buy Dell anymore. I had the worst, most chaotic customer service experience ever that lasted nearly 2 years of them not knowing what the heck they were doing.

 

[telstar_1]

There's been a steady and universal decline in customer support over the past few decades. It's almost like they've all decided it doesn't pay, including co's with a legacy of good service.

 

[harshness]

There's been a steady and universal decline in customer support over the past few decades. It's almost like they've all decided it doesn't pay, including co's with a legacy of good service.

I think Dell's biggest problem is all of the issues associated with the 13th and 14th generation Intel chips. Customer service issues because of a third-party problem are difficult to get out ahead of.

Like HPE splitting from HP, I think Dell may eventually go towards a enterprise .vs. consumer company split. They're probably still printing money on the Enterprise side.

 

[telstar_1]

I think Dell's biggest problem is all of the issues associated with the 13th and 14th generation Intel chips. Customer service issues because of a third-party problem are difficult to get out ahead of.

Like HPE splitting from HP, I think Dell may eventually go towards a enterprise .vs. consumer company split. They're probably still printing money on the Enterprise side.

But that's what I'm getting at, including the widespread migration some years back to contracted foreign callcenters. Service as necessary evil rather than loyalty opportunity.

 

[harshness]

But that's what I'm getting at, including the widespread migration some years back to contracted foreign callcenters.

For many companies, foreign call centers became a necessity because they couldn't find American workers who were willing and able to follow the scripts.

Just because they are difficult to understand doesn't make the information they disseminate any less valid.

 

[AZ.]

For many companies, foreign call centers became a necessity because they couldn't find American workers who were willing and able to follow the scripts.

Just because they are difficult to understand doesn't make the information they disseminate any less valid.

I know many companies that did that to save on wages and benefits also! You dont have to give them healthcare to start!

 

[harshness]

I know many companies that did that to save on wages and benefits also! You dont have to give them healthcare to start!

You may be overlooking the fact that health care and medicine in most other countries is much less expensive than it is here.

The incidence of obesity, diabetes and heart disease are typically much lower.

 

[telstar_1]

Generally you get what you pay for. Spending more on customer experience invariably improves it whilst spending less invariably detracts from it. Spending more would include domestically based native-speaking tech support paid enough not to have to work a couple other jobs who receive ongoing training in customer resolutions.

 

[harshness]

Spending more on customer experience invariably improves it whilst spending less invariably detracts from it.

The big question is whether spending money on personnel is a better value than spending that same money on scripts and training.

I think most have settled on going the knowledge-base route.

One of my favorite examples is Xfinity where they have representatives that speak unaffected English but know next to nothing and seem to exist mostly to dispatch truck rolls to "try things".

 

[AZ.]

You may be overlooking the fact that health care and medicine in most other countries is much less expensive than it is here.

The incidence of obesity, diabetes and heart disease are typically much lower.

No....thats most of the developed world....still dosen't change the fact that it saves them money and that's why they do it....and your point is what exactly?

 

[navychop]

Don’t worry about it. Soon, all CSR work will be done by Albert Idiot.

 

[EarDemon]

The small handful of times I've called HP Business Support at 1-866-625-1175 I've always got someone in the US, typically from their call center in Idaho. Whether it was for work or personal devices I never had an issue.

You get what you pay for, buy a $400 Pavilion get someone from India reading off script, buy a $4000 ZBook and get someone in the US who is knowledgeable. When I called about a single dead pixel on my well out of warranty laptop, it didn't even take 5 minutes to get it taken care of. Empty box came 2 days later, screen was replaced at their repair facility in Tennessee, laptop came back to me within 10 days, no charge labor or parts for the most expensive laptop screen they offered at the time.

 

[harshness]

No....thats most of the developed world....still dosen't change the fact that it saves them money and that's why they do it....and your point is what exactly?

My point is that hiring US employees is expensive because their cost of living is expensive. We need to figure out how to drive the cost of living down.

 

[b4pjoe]

My point is that hiring US employees is expensive because their cost of living is expensive. We need to figure out how to drive the cost of living down.

The only way to drive the cost of living down is to lower the quality of living which is exactly what the ultra wealthy are in the process of doing right now.