So here I am on the verge of ordering my new Dell online but I have a couple of questions and can't find the answers on their website so I call their local support number, it rings and then I get that tell tale change in tone which suggests my call will be anything but LOCAL! (OK I know I only pay the local rate but..) so a lovely female voice answers and I assume (rightly or wrongly) that I detect an Indian accent. I answer half a dozen 'scripted questions' and I'm then told I am being transferred to my 'local' home support office, funny didn't I just call my local home support number?
so anyway I eagerly anticipate the connection whilst imagining my call routing it's way halfway around the world just to end up back in a 'local' support office a few miles fom me.
'Hi this is Paul at Dell Home support how can I help you' odd that I detect another Indian accent! So we go through another half dozen scripted questions and finally get to the point where I get to ask Paul 'my local support guy' my two questions, O' but no I spoke to soon he now wants my name contact details and form of payment,
'no Paul I don't want to purchase right now over the phone I just want to ask a couple of questions the answers to which will help me decide on my system configuration and method of payment is that OK?'
so he replies with a question 'what system are you looking at'
and I reply 'well I think I may go for the new Studio XPS with the new Intel i7'
his reply 'what's that'!
my reply 'what did you just ask me what's that? you're not filling me with any confidence here Paul'
He then asks me again for my contact details and when I refuse he insists that I take his. Now this was a surprise because he gave me a local number and his personal extension number. Now being rather excited that I was actually speaking to someone 'just around the corner' I read back the number and said;
'Ah so you're actually in Anytown (place name changed to protect my anonymity) that's good to know so I'm at least talking to someone in my local support office'
and he replied 'yes I am in Anytown'
so I said 'That's reasurring because it sounded as if my original call was routed to a call centre in India'
to which he replied 'yes I am here in the call centre in India'
WTF! so I replied 'so you're not in Anytown then?'
Paul 'No'
me 'so you lied to me then when you said you were here?'
his reply 'well I do look after Anytown and the surrounding area'
so we continued 'OK Paul I just need two simple questions answered and they are: Can I pay using a debit card Switch/Maestro/Laser (not credit card) and will you ship the Studion XPS Intel i7 with Windows XP Pro as the OS'
......SILENCE.....
'hello Paul are you still there'
'yes sir give me a short minute' (now I don't know about you but what the f
ck is a 'short minute as opposed to a long or normal minute?) you can tell by now my patience was wearing thin!
Then I got 'Sir did you know that if you order now with me by phone you will get your system quicker? and there will be no problems with the order'
WTF again! 'sorry Paul are you implying that if I order online it will take longer and I may have problems with my system when it arrives'
Paul 'Yes'
me 'why please explain'
Paul 'Well it's like this, some of the components you choose may not be compatable'
me 'so you're telling me that although the Dell website offers me (lets me pick and choose) those components with that system they may not work when I get it?'
Paul 'yes but I can build the sytem for you now over the phone and check that all the components you want are compatable before shipping'
me 'OK Paul before we go any further would you please just answer my questions?'
Paul 'Sorry the system tells me you can't have Windows XP Pro OS with that PC and we only accept credit cards (Master, Visa etc) we don't accept debit cards but you could aslo pay by cheque or bankers draft if you wish'
me 'Thank you Paul I'll now consider my options goodbye'
Paul 'Sir please wait one short minute (that short minute again!), can I have your contact details and also can you tell me why you don't want to order with me now? please I will be your personal 'order manager' and I will ensure that you get the system you want at the price you want and I'll have it delivered within 10 days'
me 'Paul tell me how many days on average does an order take if it's made online?'
Paul 'about 3 weeks'
me 'is that three weeks as in 21 days or 15 days?'
Paul 'maybe 15 days maybe more'
me 'thanks for all your help Paul I'll go now and consider my options if I need to I'll call you back.
Well done Dell
I am quite to happy order online and to wait the extra few days, well that's if I buy a DELL now!