heels_fan
1.20.09 The start of Socialism
Premium
join:2003-02-07
Columbia, TN
| i know first hand
i used to work for Dell. I was a tech support rep at the Nashville call center. I was there when the whole "no spyware support" thing came out.
From my experience, I would be very safe to say that 70%-75% of the calls that I took was either related to spyware or viruses.
I was taking around 25-30 calls in an 8 hour period, so you can imagine the call volume.
In my opinion, Dell should not worry about spyware on a customers PC.
That is like saying, you buy a brand new car, 2 months later you installed a new cam, or a new carb....You cant expect to take it to the dealership and have them fix it or repair it without aying for it.
What needs to be done is EDUCATE...EDUCATE...EDUCATE the customers
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I have neither the time nor inclination to explain myself to a man that rises and sleeps under the blanket of protection that I provide and then questions the manner in which I provide it! |
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fireflier
Coffee. . .Need Coffee
Premium
join:2001-05-25
Limbo
 ·Skype
| I agree that education is an answer, however I think the dilemma is, how do you educate customers who have no incentive to learn? I suppose when they call in for customer support, you could direct them through a web page that walks them through mal/spy/ad/ware analysis and removal before you ever let them touch tech support, but of course there will always be the whiny clueless who'd balk at that and say "Why should *I* have to fix this?" They'll just skim through it, not act on any of the suggestions and wind up at tech support mad anyway.
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Who is General Failure and why is he reading my hard disk? |
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antiphishing
Phishing Scam Terminator
Premium
join:2004-06-09
Wilkes Barre, PA
| reply to heels_fan
_____________________________________________________
I was a tech support rep at the Nashville call center
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I thought Dell outsourced Tech Service jobs to Bangalore
India?
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»www.antihotmail.com
spammers_are_scumbags@antihotmail.com |
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heels_fan
1.20.09 The start of Socialism
Premium
join:2003-02-07
Columbia, TN | not all jobs were outsorced...matter of fact, Nashville has a history of being one of Dells best call centers.
When I left, there were over 400 techs there |
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