I called Dell tech-support for the first time in my life yesterday. My laptop went through a failure of sorts in China (but don’t tell Dell because if they hear the problem occured outside the country, they won’t fix things for me!). Basically, my laptop does not recognize that it has a CD-RW/DVD-ROM drive. I operated for two months in China without any disk play support.
After feeling my way through several call center menus, I was put on hold until the next hardware operator was available. Ten to fifteen minutes later, I talked to John (or that’s at least what he called himself) who was, judging by the accent, located in India. I don’t know about the stories where people call and can’t understand a word due to thick accents but John had reasonable English but maybe I am a bit more adept at picking out English after talking to ESL students for a semester.
We navigated the steps to resolving the problem but after 1 hour and 17 minutes he said that Dell would simply replace my CD-RW/DVD-ROM drive. Somehow, that was sort of a letdown. I kind of was waiting to be pissed at the company or have some really good call center story to tell. But alas, that was it — tech support at its most common level.