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So the motherboard crashes on my laptop and I call Dell. What transpired was me answering each question with some variation of "Yes, I tried that. Yes, I've already looked at that. It crashed and won't boot again" followed by a request to hold, followed by me answering the next question with some variation of "Yes, I tried that. Yes, I've already looked at that. It crashed and won't boot again", back on hold. Rinse and repeat.
45 (thats FORTY FIVE) minutes later, I am transferred to someone whose accent is a little more familiar. He informs me that Dell has just opened up a customer service center in central Florida and that all Latitude inquiries are now being directed/escalated to them instead of the Indian outsourcing center.
:woohoo:
(The rep laughed at me for being excited about this)
Latitudes are the laptop of choice for many businesses and are typically purchased in bulk -- so Dell decided to roll the in/re/home/whatever-sourcing plans out with the commercial customers first. Right now, they are using the new Florida center for escalations, but the rep gave me their direct toll-free as they will be taking over all first-line-responses "shortly", but said I could start using it immediately.
He also indicated that this was already well received and that plans are in the works to add a server division followed by a home division back to the US for escalation with future plans for front-line support.
Its a small step, but at least companies like Dell are starting to listen to people when we clamor for the jobs to come back home.
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