Monday, December 22, 2003

Sharon started a temporary assignment as in-house counsel for T0wer Rec0rds.

All of my work with Dell on Sunday left me at the same point; the machine will reboot itself while it is starting up. At 6:00 a.m., I called the Dell support line to continue trying to troubleshoot the problems. It is starting to look like the motherboard has a problem. This time I got someone in Nashville instead of India! It was a much better experience. The quality of the telephone connection was much better than Sunday and it was much easier to communicate with technician on the other end! We spent another hour running diagnostics. He finally decided to have Airborne bring me a box so that we can ship the PC to their depot. When we bought the computer, Sharon purchased a three year rapid response depot maintenance service [thank goodness!].

The differences between the experiences on Sunday with the technician in India compared to the technician in Nashville were like night and day. Every minute was a struggle on Sunday, while the experience on Monday was much cleaner and easier. While companies may be saving money moving the help desk to India, it is difficult for me to believe that they are maintaining any customer satisfaction.

No comments:

Post a Comment