Don't set your hopes too high. As a former Senior Dell Enterprise Tech (the title they give to anyone working 2nd or 3rd shifts) I can tell you that 99.5% of Client Tech support is still outsource. Although complaints have caused Dell to move 50% of their Client support back to the US, you still are talking to someone w/o a vested interest in fixing your problem.
However, the Enterprise groups REQUIRE you to have at least 1 Certification. Techs are generally well paid and given much more freedoms on the job. generally they perform better too as they are told to screw the ACT, (resulting in LONG hold times) and fix the problem on the first try. They are even told to dispatch $300-$1K in parts per call. Dell has learned that if a client gets pissed and leaves it only lost $500-$1K. But if an enterprise customer even THINKS we are ignoring them they could be out a quarterly $1M-$2M.
You see the problem is that there are so many client systems out there, that Dell can't afford to send everyone parts to fix their problem. The "primary focus" of a client tech is that magic 12 minute Average Call Time(ACT). That is why their AVERAGE problem takes 5 calls and 3 different dispatched of "suspect" parts. (As a client you cannot send more than 3 parts MAX.)
So unless your company has 50+ employees and buys Workstations, Servers and On-Site-Setup, your probably still gonna get screwed by their tech when your systems break.
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Which shouldn't surprise us since tofu is now considered a "meat".
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interesting - adj. 1. capable of holding one's attention. 2. arousing a feeling of interest. 3. oh God, oh God, we're all going to die.
Don't set your hopes too high. As a former Senior Dell Enterprise Tech (the title they give to anyone working 2nd or 3rd shifts) I can tell you that 99.5% of Client Tech support is still outsource. Although complaints have caused Dell to move 50% of their Client support back to the US, you still are talking to someone w/o a vested interest in fixing your problem.
However, the Enterprise groups REQUIRE you to have at least 1 Certification. Techs are generally well paid and given much more freedoms on the job. generally they perform better too as they are told to screw the ACT, (resulting in LONG hold times) and fix the problem on the first try. They are even told to dispatch $300-$1K in parts per call. Dell has learned that if a client gets pissed and leaves it only lost $500-$1K. But if an enterprise customer even THINKS we are ignoring them they could be out a quarterly $1M-$2M.
You see the problem is that there are so many client systems out there, that Dell can't afford to send everyone parts to fix their problem. The "primary focus" of a client tech is that magic 12 minute Average Call Time(ACT). That is why their AVERAGE problem takes 5 calls and 3 different dispatched of "suspect" parts. (As a client you cannot send more than 3 parts MAX.)
So unless your company has 50+ employees and buys Workstations, Servers and On-Site-Setup, your probably still gonna get screwed by their tech when your systems break.