My first "off shore support call"
 

Got my new Dell 4700 this week...it came with a new 17 inch flat plazma screen.. makes my old 1998 V350 really look bad..

Well everthing was going great until the monitor decided to do a lot of funny things...tried to recover...ran all of the trouble shooters, and finally gave up and called Dell support.....

Yep, I got Mr. Ash in India...

and believe it or not, I could understand him perfectly, and he made one suggestion that I unplug the monitor....little did I know it has a self test built in...

within 5 minutes I had a new monitor coming my way...
as a matter of fact we had a nice conversation, while waiting for all of the account info to come in......

I have heard some bad horror stories on this off shore support...It didn't happen to me....how about you???

I am a Dell Tech. I'm the guy you see if you Dell breaks :)

Dell's support is in India... most of the techs there are pretty good. But some of them are difficult to understand.

Luck of the draw I guess

:)

I noticed that a lot of Dell Support is moving back to the US. We have a Sitel branch here in the city and 95% of the people that are working there are doing Dell TechSupport.

Language barriers aside, I've gotten pretty good support from most off shore techs. I've had a few calls to Americans who couldn't plug in a toaster much less do anything but read from a "support script."

I've always known Dell to have good tech support. Whenever old people would ask me for recommendations on a new PC I would normally point them in Dell's direction just because the tech support has a good reputation and the hardware is OK.

i've had to call dell's tech support before once
modem on my parent's computer broke and they asked me to take a look
i immediately diagnosed the problem, but to get it done for free (under warranty) i had to talk to customer support and have a tech come do it instead

the lady was nice enough and i could understand her fine (possibly because i'm used to the indian accent via some of my professors), but the conversation was very circular. it took a half hour of me doing what she told me to for a diagnosis i made in about 30 seconds.

i feel for the tech support people, i'm the tech support guy for my family and their close friends because "thats what they sent me to college to do"; i also have a few friends that work tech support, so i hear their stories occasionally. tech support is a thankless job and they have to put up with a LOT of shiat. i salute you, tech support workers.