Dennis Beaver | You & the Law

DennisBeaverAttorney Dennis Beaver has practiced law for many years in Bakersfield, California. Read more about Dennis and his background here. Dennis is a syndicated newspaper columnist and writes a weekly column entitled “You and the Law”. There have been numerous requests over the years to make these articles available and we are happy to offer them here. They are also indexed for your convenience.

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August 23, 2019 • By Dennis Beaver

A few weeks ago, I called Dell Pro-Support for help with my Latitude laptop. Instead of a US-based Pro-Support tech answering, the call went to India and a Dell representative with English skills so poor it would have made for a great Saturday Night Live skit. I finally got him to transfer me to the US, but seriously wondered if this guy was the new voice of tech support. And that scared me.

Something has happened to customer service that we have all experienced. Instead of competent, caring people taking our calls, we spend hours pressing one, then two, then hearing a recorded message, and being ignored. It is as if real people have been removed from the world of customer service, to be replaced with apps, bots, chats – all wanting us to give up and go away.

I brought this experience to the attention of Dell management. They had no explanation for how I landed at an Indian call center, believing it to have been a phone glitch…click here to read more