Dell stops Indian tech support
By Our Corporate Bureau | 26 Nov 2003
Austin Texas: Computer maker Dell Inc. has stopped using a technical support centre 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.
Tech support for corporate customers with Optiplex desktop and Latitude notebook computers will instead be handled from call centers in Texas, Idaho and Tennessee, Dell spokesman Jon Weisblatt said Monday. Calls from some home PC owners will continue to be handled by the technical support centre in Bangalore, India, and Weisblatt said Dell has no plans to scale back the operation there.
"Customers weren't satisfied with the level of support they were receiving, so we're moving some calls around to make sure they don't feel that way anymore," Weisblatt said. He would not discuss the nature of the dissatisfaction with the call centre in Bangalore.
