Dell shifts some support calls to US after complaints

Dell has brought some technical support work back to the US after corporate customers complained about the quality of service they were receiving from workers in other countries, according to Dell spokesman.

The Round Rock, Texas, company has moved aggressively to shift technical support to centres in countries such as India, but complaints about the quality of technical support have caused the company to move support for its Optiplex desktops and Latitude notebooks back to US call centres in Texas, Idaho and Tennessee, among others, Dell spokesperson, Jon Weisblatt, said.

"Corporate customers were telling us they didn't like the level of support they were getting, and in the normal course of business, we made some adjustments," Weisblatt said.

Dozens of US companies have set up technical support and software development centres in India, China and other countries where they can pay workers far less than a typical US worker would command for the same position. The companies claim this approach has allowed them to dramatically cut costs, but some US workers and politicians fear companies will permanently move all types of back-office jobs outside of the US, forcing workers to seek new types of employment.

Dell's move appears to be one of the first times the company has moved jobs back to the US after customer complaints.

Weisblatt was unable to cite a previous example of support calls moving from other countries to the US, and did not provide a time frame in which Optiplex or Latitude support calls from US corporate customers would be completely handled by US call centres.

Support calls for other products as well as consumer support would still be handled by one of Dell's 20 global call centres, based on capacity, he said.

Join the newsletter!


Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Tom Krazit

IDG News Service
Show Comments

Brand Post

Most Popular Reviews

Latest Articles


PCW Evaluation Team

Luke Hill


I need power and lots of it. As a Front End Web developer anything less just won’t cut it which is why the MSI GT75 is an outstanding laptop for me. It’s a sleek and futuristic looking, high quality, beast that has a touch of sci-fi flare about it.

Emily Tyson

MSI GE63 Raider

If you’re looking to invest in your next work horse laptop for work or home use, you can’t go wrong with the MSI GE63.

Laura Johnston

MSI GS65 Stealth Thin

If you can afford the price tag, it is well worth the money. It out performs any other laptop I have tried for gaming, and the transportable design and incredible display also make it ideal for work.

Andrew Teoh

Brother MFC-L9570CDW Multifunction Printer

Touch screen visibility and operation was great and easy to navigate. Each menu and sub-menu was in an understandable order and category

Louise Coady

Brother MFC-L9570CDW Multifunction Printer

The printer was convenient, produced clear and vibrant images and was very easy to use

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Featured Content

Product Launch Showcase

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?