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Dell needs English speaking technicians

Posted Mon June 6, 2011 12:00 pm, by temple r. written to Dell Computer Corporation

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1000s of times a day the people of the United States have to deal with your fast talking, slurring agents in tech support. It is really a shame that you have good products but idiots taking care of customer service.
On May 27th after doing without my Wii for exercise since getting my new Vizio HDTV from Dell, I called in to see what cable I needed to connect the Wii to the TV.
By 6-1 I was delivered a cable that was suppose to work. It was a USB that would not fit into the Wii USB. So much for that cable. Then I called that one in. Told they would sent the correct cable. Today I got a new cable. RIGHT! It was exactly the same cable as before and guess what? It still didn't fit. When are you going to understand, your cheap labor called customer service SUCK. I know of a very intelligent computer repairman who has just given up trying to talk with your techs and goes thru chat where language is less of a barrier.

Get American speaking techs. Address the problems of the customer. Under no circumstances ask for a Service Tag number when a person is calling in about a Vizio TV!!!!! Send Fedex to collect your two bogus cables that don't fit. And credit my husband account for those two bogus cables.
Again- buy American is almost impossible but to expect American speaking product support is a must. People are getting fed up!!!!!!!! They are making your warranties and support into a farce!!!!!!!!!!!!


Reply



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by GSparrow Posted Mon October 8, 2012 @ 10:21 PM

So.... you understand Cherokee? Fabulous. I'll pass that along to the
next Tech Support training class. ONLY CHEROKEE!!! (Well, maybe throw
in a little Iroquois.)

Reply
by texasgurl Posted Thu June 16, 2011 @ 3:28 PM

Last I heard the US did not have an "official" language. Unless that
has changed then IMO they were speaking "American" as you call it
because since there is no "official" language any language could/would
be "American". It would be nice however if they had someone speaking
CLEAR English and CLEAR Spanish (the two most common languages in the
US) so that you could request which ever you were more comfortable
with.

Reply

Actually there is a principal language by Applejacker Tue June 21, 2011 @ 2:22 AM

Principal does not equal official by texasgurl Thu June 23, 2011 @ 1:49 AM

American by Squaw Thu July 14, 2011 @ 2:13 AM
by hobbs Posted Sun June 12, 2011 @ 8:09 PM

I don't think anyone has 'American' speaking tech support personnel
since there's no such language. 'Buying American' does not necessarily
have to come from an American company nowadays. If you buy a Toyota
made in Texas, or a Subaru from Alabama, you're contributing to the
GDP of the United States.

That said, I do understand the frustration of dealing with technical
support with a language barrier. It was my understanding that
chat-related tech support was available online. If this isn't the case
with Dell, I would suggest advocating this to the company to improve
customer relations.

Reply

agreed! and by askchibi Tue June 14, 2011 @ 2:13 PM

American English by Squaw Thu July 14, 2011 @ 2:12 AM


by T. B. Posted Sun June 12, 2011 @ 12:42 AM

I hate hate HATE it when Tech Support does not speak enough English to
help. I mean your already frustrated when you call, then you have to
struggle with trying to understand a person in a call center half a
world away who doesn't speak English clearly to help resolve your
issue. That is the very reason I no longer buy Dell.

I deal with out sourced calls on a daily basis. I cringe when I get
one. They always take longer to resolve then the others...even my
Spanish callers take less time. I have to struggle though the entire
call just so some medical biller or medical office wants to save a few
bucks! The worst is the claims calls...they never understand ANYTHING
I say. I wouldn't care so much if the people that they hired were
actually knowledgeable about medical terms or claims issues...I had
one who didn't know what a emergency room was....It took me forever to
explain it to him. He worked for a well known Durable Medical
Equipment Supplier..how can you work in a medical billing field and
NOT understand the simplest medical terminology? And for God's sakes
please speak English to the point that you are actually understood!

Reply

by MA Cunningham Posted Wed June 8, 2011 @ 2:44 PM

I went through this same thing when I upgraded to an HDTV. Nintendo
does offer a cable that connects the system to a HD unit, however, it
is at the owner's expense (it is never included free of charge) and
from what I understand, the graphics are actually diminished.

For all the advances in the Wii system, it seems it wasn't really
designed with a High Def TV capability (or so I am told by my gamer
brother and son).

The poor customer service aside, though, this is, unfortunately the
reality of an outsourced World. People refused to pay the exorbitant
costs to have Stateside support and this is how it wound up.

I wonder if people would be willing to pay the big bucks to have
someone here in the USA now?

Reply

I agree... by Matthew K. Thu June 9, 2011 @ 8:53 AM


The answer to that last question by fairywithfangs Fri June 10, 2011 @ 1:11 PM

by Matthew K. Posted Wed June 8, 2011 @ 1:13 PM

Am I correct in thinking that your issue with your TV is not knowing
how to hook up a Nintendo Wii to it? If that is the case, you should
be contacting Nintendo, not Dell. Of course, dell does sell Wii units
so they should be aware of what is needed. But first things
first....you will NOT be able to hook up a game console to a TV with a
USB cable. Dell should know this!!! Please verify that the cable
sent to you is in fact a USB cable. If it has a bunch of color
connectors on one end, it is not a USB cable. And if it does have
those, make sure you are trying to connect the other end of it to the
correct spot on the Wii. The Wii component connector (see info and
links below) uses a proprietry end connector that attaches to the Wii
console on the back, not a USB port.

If they did send you a USB cable.....here is what you need....

Your Wii should have come with a set of basic RCA (composite)cables
(red, white and yellow). red and white handle audio and yellow is
video. Your TV should have RCA inputs on the back that match those
colors and may be labeled "Video 1" or something like that.

If you want better picture quality, you need to hook up the Wii using
"component cables". There is a special cable you have to buy that is
sold at most major stores like Walmart, best Buy and online stores
like Amazon. This special cable has a proprietary Nintendo connector
on one end that connects to the Wii and component cables on the ends
(orange/reddish, green and blue for video and red and white for
audio). Here is a link (hopefully it does not get deleted but you can
do a search for Wii Component Video on Amazon)
http://www.amazon.com/HD-Pro-Component-Cable-Wii-Nintendo/dp/B000M4KIM
E/ref=sr_1_1?ie=UTF8&qid=1307552656&sr=8-1

Anyway, this cable will connect directly to your TV in one of its
Component video inputs that are color coded to the cables.

I know Dell sells this type of stuff so it sounds like there was some
miscommunication somewhere along the way. If you don't mind spending
almost 5x what you can get the cable for on Amazon, you can buy the
one Dell sells here.
http://accessories.us.dell.com/sna/productdetail.aspx?c=us&l=en&cs=19&
sku=A3784206&baynote_bnrank=0&baynote_irrank=0&~ck=baynoteSearch

Reply


Re: Dell needs English speaking technicians by PepperElf Wed June 8, 2011 @ 11:56 AM
by texasgurl Posted Thu June 16, 2011 @ 3:13 PM

THEY are the service people, not me. THEY get paid to figure out and
fix the problem, not me. If I call to get to get a cable and tell them
what two type of products I'm trying to connect THEY should be the
ones to figure out what type of cable I need. I know I'm demanding
when it comes to that but I pay extra when given the option for a
service pacakage or will buy a more expensive brand if I know they
have better customer service/tech support and I expect them to do
their job. The tech support is the reason I bought a laptop from Best
Buy instead of going through Dell.

Reply

USB by Squaw Thu July 14, 2011 @ 2:06 AM
by Paul H. Posted Wed June 8, 2011 @ 10:36 AM

It is one of those typical catch-22's, isn't it?

We want the BEST stuff at the CHEAPEST price...and that is
impossible!

If the same TV was made in America, supported by American staff, who
to be honest, are probably less technically capable, but definitely
better at communication, the cost of that TV would be huge and I would
never even dream of buying it.

Having worked in the manufacturing environment, I have seen first hand
the difference in cost associated with making a product here versus
abroad. As much as I hate to admit it, it is just not feasible to
produce them here anymore.

I can as high minded and ethical as I want when it comes to keeping
jobs here, but the reality is that if I cannot sell my product, I have
to close my shop and let people go anyway!

So...this is a the new way of life, great and latest products at an
affordable price, but maybe (in some cases) not the best service.

Reply


by Brad F Posted Tue June 7, 2011 @ 6:58 PM

Most of the replies are the same tedious politically correct whining.
When 2 in 10 Americans are unemployed, we need to demand
accountability from our corporate citizens. Sending MORE jobs overseas
is not good citizenship.


Reply

I agree.. by starla671 Wed June 8, 2011 @ 1:45 AM

But.. by jeishere Wed June 8, 2011 @ 8:30 AM

Twice??? by Paul H. Wed June 8, 2011 @ 10:38 AM

by fairywithfangs Posted Tue June 7, 2011 @ 12:37 PM

You are complaining about the techs but you seem ok with your foreign
made TV, while dell is US based company the TV is put together mainly
in China and Taiwan.

Furthermore - while I agree that the tech should speak clearly what
sort of accent do you object too? I am from NJ and have a Jersey
accent - but I speak "american", what about boston accents, or a
strong southern drawl? I have met a few americans speaking "american"
- as you like to call it - that I have had a hard time understanding
due to a regional accent. So that part of you letter is confusing and
varies by area.

And buying American made is not impossible - If it was that important
to you - you could have gone with the olevia HDTV.

I notice you are not complaining about the WII wither - another
completely overseas based product

Reply

American by Squaw Thu July 14, 2011 @ 2:17 AM

by Brendalala Posted Mon June 6, 2011 @ 9:57 PM

lol - I don't speak American either. I speak English.

Reply


RE by Chadg Tue June 7, 2011 @ 11:29 AM


by olie Posted Mon June 6, 2011 @ 8:10 PM

You begin by complaining about "fast talking, slurring agents in tech
support". Then you jump to requiring "American speaking techs".
Which is it--fast talk or non-American speakers?

Nowhere in your complaint do you say exactly why the miscommunication
occurred. Did you ask the rep to slow down and speak a bit more
clearly? Did an accent on either side cause a miscommunication?

I agree with you that speed-talking is rude. So is slurring.
Customer service reps or tech agents should be able to speak slowly
and clearly.

The accent is not as easy to overcome, but a listener can make an
effort to become accustomed to an accent.

Reply

Most Indian Technicians Speak "The Queen's English" by westarr Fri August 26, 2011 @ 10:19 AM




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