This is getting embarassing.
"India's Dell says no orders received to revert customer calls to U.S.
BANGALORE, India - A day after Texas-based computer maker Dell Inc. said it had stopped routing calls from corporate customers to its technical support center in southern India, the center here said no such thing had happened.
"We did not send back any calls to the U.S.," the Dell International Services' spokeswoman in the high-tech hub of Bangalore, said on Tuesday. The spokeswoman said she did not want to be quoted by name.
Technical support for Dell's Optiplex desktop and Latitude notebook computers, normally handled in Bangalore, is to henceforth be handled from call centers in Texas, Idaho and Tennessee, Dell spokesman Jon Weisblatt had told The Associated Press in Austin, Texas on Monday.
"Customers weren't satisfied with the level of support they were receiving, so we're moving some calls around to make sure they don't feel that way anymore," Weisblatt said.
"Now, I don't know why Jon said that," the Dell spokeswoman in Bangalore said. "We are committed to India and we are growing."
Austin-based Dell is among scores of U.S. companies that set up customer call centers in India and other developing nations to save costs from lower wages. Others have outsourced the work to Indian companies to achieve the same purpose.
However, there have been complaints that the Indian call center workers' accents and lack of power to resolve serious problems have elicited angry reactions from customers. Some said Indians provided only standard replies and their calls had to be transferred to a U.S. center to get things done.
A bulletin board on Dell's Web site has attracted scathing remarks by customers on the Indian center's service quality.
"Ever wonder why Dell always has long wait times? Dell has a major customer service/tech support in India! They do not speak English very well and things get screwed up," a Dell customer said in a posting in August.
In one of the replies to this message, another customer said, "Because Dell has fired its American support folks and outsourced the deal to India, the entire concept of customer service is compromised."
There were some happy customers, too.
One of them claimed to have gotten very good service. "Say what you will and complain all you want about Dell's India tech support, but if they continue to give me this kind of service, I don't care if they move their tech support to the moon.