Dell shifts support calls after customer complaints

Dell has brought some technical support work back to the US after corporate customers complained about the quality of service...

Dell has brought some technical support work back to the US after corporate customers complained about the quality of service they were receiving from workers in other countries.

The company has shifted technical support to centres in countries such as India, but complaints about the quality of technical support have caused the company to move support for its Optiplex desktops and Latitude notebooks back to US call centres in Texas, Idaho and Tennessee, among others, said Dell spokesman Jon Weisblatt.

"Corporate customers were telling us they didn't like the level of support they were getting, and in the normal course of business, we made some adjustments," he said.

Dozens of US companies have set up technical support and software development centres in India, China and other countries to cut costs. Some US workers and politicians fear companies will move all types of back-office jobs outside the US permanently, forcing workers to seek new types of employment.

Dell appears to be one of the companies to move jobs back to the US after customer complaints. Weisblatt was unable to cite a previous example of support calls moving from other countries to the US, and did not provide a time frame in which Optiplex or Latitude support calls from US corporate customers would behandled by US call centres completely.

Support calls for other products, as well as consumer support, will still be handled by one of Dell's 20 global call centres, based on capacity, he said.

Tom Krazit writes for IDG News Service

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