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Article #226Re: Do we expect too much? [Was: Buyer Beware TV series reports on Dell]
From: Rod Speed
Date: Thu, 04 Mar 2004 23:10
Date: Thu, 04 Mar 2004 23:10
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Leythos <void@nowhere.com> wrote in message news:MPG.1ab16944cf77125498a2bf@news-server.columbus.rr.com... > nospam@hotmail.com wrote >> If Dell and others had only to deal with hardware failures >> it would not be so challenging. It is the 80% to 90% of the >> total calls that are the result of self-inflected software issues >> that negatively impact the quality of technical support. > The quality of support is not based on the problem presented > to them, provided they were quality support people to begin with. Mindlessly superficial with the margins seen in this industry now. > Having supported customers for over 20 years > I can assure you that support only suffers when > companies stop properly funding the support group. And with margins shrinking, nothing else is possible now. > You are 100% correct in assuming that 80%+ problems are > created by users. I once had a lady stick a 5.25" floppy in > sideways - then wondered why she couldn't get it out, even after > I removed it (and bent a head) she did it again the next week. And you cant break even with too many customers like that if the margins on the hardware sale arent substantial.
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X-Google-Language: ENGLISH,ASCII-7-bit X-Google-Thread: 108c83,f6ca23afcc572908 X-Google-Attributes: gid108c83,public X-Google-Thread: 10a33e,c5d0a9f8c5be7787 X-Google-Attributes: gid10a33e,public X-Google-ArrivalTime: 2004-03-04 15:10:40 PST Path: arc1-ca.pugleaf.net!archiver1.google.com!news2.google.com!fu-berlin.de!uni-berlin.de!203.173.26.76!not-for-mail From: "Rod Speed" <rod_speed@yahoo.com> Newsgroups: alt.sys.pc-clone.dell,aus.computers Subject: Re: Do we expect too much? [Was: Buyer Beware TV series reports on Dell] Date: Fri, 5 Mar 2004 10:10:35 +1100 Lines: 30 Message-ID: <c28d1d$1onns7$1@ID-69072.news.uni-berlin.de> References: <VJidnXV4uq-v2tvdRVn-hw@comcast.com> <72bf8fcbeda51517c24667b2c6afab31@news.teranews.com> <104cmd8bjgim0a9@corp.supernews.com> <opr4a7nksiylzpfn@news.ozemail.com.au> <104dhf2lg7a2h95@corp.supernews.com> <c27je6$1q0nq7$1@ID-151056.news.uni-berlin.de> <6XM1c.26560$Iw2.15124@newssvr24.news.prodigy.com> <MPG.1ab16944cf77125498a2bf@news-server.columbus.rr.com> NNTP-Posting-Host: 203.173.26.76 X-Trace: news.uni-berlin.de 1078441838 59498375 I 203.173.26.76 ([69072]) X-Priority: 3 X-MSMail-Priority: Normal X-Newsreader: Microsoft Outlook Express 6.00.2800.1158 X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1165