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Provide customer support for people who have been using computers for more than an hour.

320 points posted to Service and Support by slap_shot_12 06/19/07

I don't mean to sound like a jerk, but hire some tech support people who are fluent in English, and then train them so they can actually offer some support.

Maybe you could even charge for it. I know I would be willing to pay for support that actually helps me beyond telling me to reinstall my drivers and then my OS.

jorge
06/19/07		 Just ask for the manager, its the sure stop measure to scare them, if the supposed manager is hesitant to help ask for his and so on and so on.
badblood
06/19/07		 jorge you are number 3 on the all time vote count. Good effort, pity you can't be number 1.
jorge
06/19/07		 Yea, I'll go throw some stones into the ocean now.....
polyzelf
06/19/07		 So you know, there are tech support reps based in the US.
tdavis
06/19/07		 Also you can look into something that is referred to as "Dell On Call" if you are wanting a pay service. You can get more information here (Link: http://www.dell.com/content/topics/global.aspx/services/en/delloncall/index?c...) Not sure if you knew as well, like polyzelf stated there are support reps in the US now as well. This is part of the changes that Mr. Dell is providing to better Dell's customer services.
tfl
06/20/07		 better yet - move support back from India
carteriii
Jun 13		 I would have no problem spending time to go through an online test that proves I know something about computers in order to "earn" the ability to call directly into someone with a clue. Just like Dell, I don't want the best customer service reps spending time helping a novice, but the answer is not to force us all into an escalation procedure where you have to go through the clueless support people to get to a manager or someone who does know something. Figure out a way (such as an online test) to segment your customers based on experience so that we can quickly get to the more experienced support reps. Save that with our profile, so we don't have to do it everytime. Let the knowledgeable reps rank us as customers, and then automatically route us appropriately the next time.
 
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