February 15, 2007

If you're like the majority of computer users who have called tech support to solve a problem, only to become frustrated when you end up with someone in India who can't seem to understand you, and you can't understand them, they put you on hold a dozen times to check on something (this means they don't understand what you are saying so they need to go and ask someone else), well join the growing list of people who are really tired of this whole situation.

The bad news is, it will probably only get worse.  Every company now seems to be going to the India support thing.  You can't even activate a new credit card without ending up on the phone with someone in India.

When you do support work like I do, it is really frustrating.  These people have never worked on a computer before.  They are looking at their computer screen, going down the list of items the software tells them to do, so you can't skip to step 6 because their software doesn't allow that, and besides, since they probably don't even know what your computer looks like, and they don't have the common sense to know what you are talking about.

A couple of years ago Dell announced that there was such a backlash of complaints from their corporate clients, that they decided to move the corporate support back to the US.  What a slap in the face for those of us who only purchase one computer at at time.  And then, to have the audacity to publicly announce this decision.

My usual reply, when someone asks me what brand of computer to purchase is, look at the Dell and Gateway systems, and whichever one has the best price, go with that one.  The quality of both manufacturers, in my opinion, warrants sticking with these two.  There, however, is one thing which keeps me personally, staying with Gateway, their tech support is US only.  No language problems, usually less problems getting them to replace the defective components, and a better overall experience.  Besides, four out of the last five computers I personally have purchased, Gateway has been substantially cheaper than Dell for a comparable system.  I see fewer problems with adding hardware/software, configuring, reliability, etc., with these two companies than with other manufacturers.  For past discussions on purchasing systems, click here.