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When we the people make ourselves heard..

Paul McKenna
Ugly Redneck
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Joined: Jul 08, 2000
Posts: 1006
When we the people, make ourselves heard.. they the giants must bow!
From the Wall Street Journal - 11/24/2003

After Complaints, Dell to Stop Routing Support Calls to India
Dell Inc. has halted sending U.S. corporate technical support calls to its Bangalore, India, call center after complaints from commercial customers.
The Austin, Texas, computer maker said support for U.S. purchasers of its Optiplex desktop and Latitude notebook personal computers for now will be handled solely from existing facilities in Texas, Idaho and Tennessee facilities. Other products and regions aren't affected. The switchover was first reported in Saturday's Austin-American Statesman.
As part of the shift, more of its home-PC and consumer electronics calls will be routed to its Bangalore call center, a spokesman said. The moves won't affect employment in India or the U.S., he said.
"It's a re-distribution of tasks and calling queues," the spokesman said. "Corporate customers were telling us they didn't like the level of tech support they were getting [from Bangalore]," he said. He couldn't provide specifics of the complaints.
Brooks Gray, a senior analyst at Technology Business Research Inc., a Hampton, N.H., market researcher that tracks customer support, said Dell customers complained of language problems and delays in quickly reaching senior technicians.
"They were having a difficult time hiring the right engineers for those positions," Mr. Gray said. Dell opened its Bangalore call center in April 2001 and rapidly expanded its work force to 3,000 employees.
Dell, the world's largest PC maker, has been making a concerted push into selling services with its computers. U.S. server-computer support calls, which have been handled in the U.S., aren't affected, the company said.


Commentary From the Sidelines of history
Mark Fletcher
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Joined: Dec 08, 2001
Posts: 897
Or instead its market forces beginning to establish an equilibrium between jobs flowing into the USA and jobs flowing out.
In some situations, Outsourcing works. In others it doesnt. Dell are finding that out.


Mark Fletcher - http://www.markfletcher.org/blog
I had some Java certs, but they're too old now...
Ajeet Jose
Ranch Hand

Joined: Dec 05, 2003
Posts: 68
When we the people, make ourselves heard.. they the giants must bow!

Not always... :roll:
Dell goes back again
http://www.financialexpress.com/fe_full_story.php?content_id=50012
[ January 08, 2004: Message edited by: Ajeet Jose ]
Steven Broadbent
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Joined: Dec 10, 2002
Posts: 400
There has been a trickle of call centres returning to the uk from India too, lots still going the other way still though.


"....bigmouth strikes again, and I've got no right to take my place with the human race...."<p>SCJP 1.4
Tony Collins
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Joined: Jul 03, 2003
Posts: 435
Originally posted by Steven Broadbent:
There has been a trickle of call centres returning to the uk from India too, lots still going the other way still though.

We should thank the Indians for exporting their low quality jobs to us.
Tony
Stephen Pride
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Joined: Sep 14, 2000
Posts: 121
I'm not upset by the fact that a person in India may very well take my job on a personal level - with roles being reversed I, and probably just about anyone, would do the same. Its just human nature. What is upsetting to me is that I read recently that the government of India does not allow American(/foreign?) IT workers into their country to work. I have not verified this, but if true, it is very upsetting to know that even if I wanted to follow my job to India for lower pay, I am forbidden to do so. Another equally upsetting article I read recently (from a link in one of these threads) was that American IT workers will work for less, if given the opportunity. But corporations are so transfixed on sending their work overseas or to lower-paying H1-B's that they don't even offer the job locally first. They have it in their heads that no American IT worker would work for a fraction of their previous salary.


SCJP
Rufus BugleWeed
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Joined: Feb 22, 2002
Posts: 1551
Our terminal had problems. The support person told us to delete the bad tree. What tree are you talking about? He screamed at us DELETE THE BAD TREE. It took us a long time but finally we removed the battery.
Matt Cao
Ranch Hand

Joined: Apr 03, 2003
Posts: 715
Originally posted by Rufus BugleWeed:
Our terminal had problems. The support person told us to delete the bad tree. What tree are you talking about? He screamed at us DELETE THE BAD TREE. It took us a long time but finally we removed the battery.

Matt Cao
Ranch Hand

Joined: Apr 03, 2003
Posts: 715
Hi Rufus,
If IT things are not working out well, I think you should explore the standup comedian avenue. I think you have a genuine sense of humor. Whatever happens to John Liu, he is funny too.
Regards,
MCao
Matt Cao
Ranch Hand

Joined: Apr 03, 2003
Posts: 715
Hi,
It seems to me Dell is very clever in handling the Call Center crisis. When people complaint, they pull the project back to US only the high ticket accounts. But announcing to the public as the whole project is back in the USA.
Regards,
MCao
 
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