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Old 07-13-2011, 11:31 PM
Jason Dunn
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Default LAPTOP's Tech Support Showdown 2011: The Worst and the Best Tech Support

<div class='os_post_top_link'><a href='http://www.laptopmag.com/mobile-life/tech-support-showdown-2011.aspx' target='_blank'>http://www.laptopmag.com/mobile-lif...wdown-2011.aspx</a><br /><br /></div><p><em>"Who wouldn't jump at the chance to wait on hold only to barely understand the person on the other end? And why wouldn't you want to conduct a live chat with a tech support rep who asks you a million questions before addressing your issue? Fortunately, not all laptop tech support is bad, and knowing who's good could tip the balance during your next shopping trip."</em></p><p><img src="http://images.thoughtsmedia.com/resizer/thumbs/size/600/lpt/auto/1310595966.usr1.jpg" style="border: 1px solid #d2d2bb;" /></p><p>I'll spoil the surprise for you: Apple is at the top, with Dell and Samsung fairly close behind. The latter two have improved a great deal since the last report, so it looks like someone is paying attention. Do your own experiences with the companies in this report match up with the results? From my perspective, the 22 minute average call time for Dell seems rosy - I'd venture my calls with Dell are always 45 minutes or more...and usually rt 15 minutes of that are my call being transferred from one department to another while someone tries to figure out who can assist me. About 20% of the time, said transfer disconnects my call, which means I have to start over again. I am not fond of Dell tech support, though once I get to the right person, they usually help me with a fair degree of competence.</p>
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Old 07-14-2011, 02:14 AM
Lee Yuan Sheng
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These things are very regional in nature; the Dell call center from Penang for me has been first-class. I speak to someone in under 5 minutes, and usually get what I want in 15.
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Old 07-15-2011, 02:26 PM
Jason Dunn
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Quote:
Originally Posted by Lee Yuan Sheng View Post
These things are very regional in nature; the Dell call center from Penang for me has been first-class. I speak to someone in under 5 minutes, and usually get what I want in 15.
That's interesting Lee - when it comes to Dell, I always assumed no matter where you are in the world, you always end up being routed to someone in India. That was an ignorant assumption for me to make; I bet they handle the English-language support, and other languages are handled by regional call centres.
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Old 07-15-2011, 09:06 PM
Lee Yuan Sheng
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Quote:
Originally Posted by Jason Dunn View Post
That's interesting Lee - when it comes to Dell, I always assumed no matter where you are in the world, you always end up being routed to someone in India. That was an ignorant assumption for me to make; I bet they handle the English-language support, and other languages are handled by regional call centres.
I think it depends on where you're calling from. Penang handles English tech support for SEA, I think. Definitely didn't speak to any India-based staff.
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