Dell need not outsource!

We, the undersigned users of computers made by Dell Computer, Inc., are petitioning to bring customer service back to the United States. Although a business must succeed in making a sufficient amount of revenue to thrive, there comes a point where cost-cutting in areas such as customer service become detrimental to such revenue generation, as well as building of long term clientele. The following are stated for your knowledge.





Outsourcing jobs causes language barriers that can turn customers away. It is a well known fact that consumers like to hear their own tongue when dealing with a product they may have a complaint about, or have a product question. Furthermore, many of these outsourced reps are using scripts and cannot or will not sympathize with the person in need of advice.





Outsourcing prevents Americans in the area where a call center would be from getting a job. Every job that is outsourced by your company is a job lost in America, and thus another person on unemployment, or worse, welfare. The United States was not built as a welfare state, but as a workfare state, and needs to continue that.





Outsourcing customer service means that wait times do not become shorter, but longer as people are continuously on hold attempting to find a person who both has a solid grasp of the situation at hand, and an equal grasp at comprehending American English. As heavy accents are entered and potential misunderstandings in words due to accents, as well as not knowing what a part is becomes an element, wait times to find that right service person go up.





As such, many of us have become upset at Dells customer service, some going so far as to cancel orders due to poor service and searching elsewhere, or even attempting to build their own PCs. As such, the undersigned believe that increasing the amount of English speaking customer service reps (who are of American / Canadian / British location) would do the following:





Enhance customer service by allowing customers to be able to more clearly and articulately state their problems, rather than have to talk as though the representative was a small child.





Reduce runaround time as native English speakers would be less likely to confuse words pertinent to that customers current situation (consequently shaving total time waiting on the phone significantly and reducing the average customers wait time)





Enhance the probability of return customers to Dell for future PC purchases, as well as peripherals (printers, PDAs, etc.)





Allow unemployment rates in the United States to decrease by thousands due to jobs staying in the United States. While costlier to pay, the increased amount of long-term, return, and higher-spending customers would be more than capable of making up the difference.





If in order to provide the initial overhead for these jobs, Dell must implement a 10-15\% increase in computer costs, on the guarantee of American service reps, we the undersigned would not feel burdened to do so, so long as it is INTEGRATED into the initial cost of the computer, and not an optional add-on.











We, the users / interested people in Dell Computer Products, sign this petition in the hopes our collective voices will aid in your decision to bring customer service back to America. To increase your ability to make revenue, while allowing the consumer to have both high-quality products and good customer service.