It is a sad state of events reading these issues with Dell. I once worked for Dell both in their tech support and in their sales dept. During those days we had a goal FTR (First Time Resolution) We did it not because it was our goal, but because we had pride; pride in our product and pride in our abilities to get the job done right the first time!
Things were really good for a few years there. Dell Tech support was winning all kinds of awards and we felt good about ourselves. Of course all good things must come to an end and they did!
Suddenly tech support was off to India, and here are the basics of that. In India these techs need a four year degree to qualify for a position, and in comparison their paychecks are nothing compared to what ours were- of course in India these paychecks are really good. I don't have a four year degree, but I do have my certifications and to be real honest-after having listened to these fools my certifications are worth twice their four year degrees.
After my job went to India Dell was kind enough to put me in sales, and I found myself with the same issues as tech support, but with a different slant. The conversations would start like this...Thank God, someone who speaks english I can understand. I have a tech issue and I know you're in sales, but I don't know where to turn. Even though I was not supposed to do it, as long as the person on the other end of the phone wasn't screaming and cursing at me I'd help them. Usually I could resolve their issues in under 10 minutes, and if I couldn't I would advise them on what exactly to say to tech support to have their issue resolved.
One of the reasons we did so well wasn't soley because of our product knowledge, but because we could navigate through the Dell red tape. We knew how to get results, because we could make informed decisions and used our own initiative. Problem is that the techs in India don't have initiative, If it's not in the script then it isn't!
Not that it may do much anymore, but you can always write Dell to complain:
1 Dell Way
Round Rock, TX 78682-0001
They will never bring back consumer tech support to the US, but they did bring back corporate tech support back.