[bct] Re: Dell Nightmares-- Larry's walk

  • From: "Ray Foret Jr." <rforetjr@xxxxxxxxxxxxx>
  • To: <blindcooltech@xxxxxxxxxxxxx>
  • Date: Fri, 10 Mar 2006 18:27:55 -0600

I could not agree more with that statement!!!  Sincerely yours,
The Constantly Barefoot,
Home phone and fax:
Skype Name:
Podcast xml feed:
God bless President George W. Bush!
God bless our troops!
and God bless America
----- Original Message ----- 
From: "Darrell Shandrow" <nu7i@xxxxxxxxxxxxx>
To: <blindcooltech@xxxxxxxxxxxxx>
Sent: Friday, March 10, 2006 6:20 PM
Subject: [bct] Re: Dell Nightmares-- Larry's walk

Hi Rose and all,

Other nations have an "official language".  I think the United States of
America should be no exception; we should have English as our official

Darrell Shandrow - Shandrow Communications!
Technology consultant/instructor, network/systems administrator!
A+, CSSA, Network+!
Visit http://www.petitiononline.com/captcha and sign the Google Word
Verification Accessibility Petition today!
Information should be accessible to us without need of translation by
another person.
Blind Access Journal blog and podcast: http://www.blindaccessjournal.com
----- Original Message ----- 
From: "Rose Combs" <rosecombs@xxxxxxxxx>
To: <blindcooltech@xxxxxxxxxxxxx>
Sent: Friday, March 10, 2006 9:23 AM
Subject: [bct] Re: Dell Nightmares-- Larry's walk

An office mate and I went to pick up Wendy's for a bunch of us in the office
one day.  I think we had something like ten burgers and eight fries.  We
asked for extra ketchup and got one lonely packet.  We had to stop at the
grocery store and buy a bottle.
 The server was an ESL person, we think oriental but could not be sure.

At the hospital our food services people and housekeeping staff seem all to
speak Spanish, and very little if any English.  Annoying when you try to
explain the facilities need paper towel and you get toilet paper instead, or
order something in the cafeteria and get something else entirely.

However, over the years we seem to have more and more ESL doctors, some are
very conscientious about their dictations, but some are almost impossible to
understand and those are the doctors who complain the most about their
patient's not following directions.  I can see why, they cannot understand
the doctor.  I'd demand a doctor I could at least understand.  We have an
endocrinologist who is very difficult, has a lot of diabetic patients and
constantly puts in his reports that the patient did not follow his explicit
directions.  Well, he has been at the hospital for ten years, and in that
amount of time I cannot understand his directions and am pretty familiar
with the usual treatments and directives he should be using based on what
others use.  I always have to leave blanks in his reports and send them to a
supervisor to fill them in, and they usually cannot fill him in either.

I think doctors should have to pass an English proficiency test, not
necessarily a written one either.  This isn't because I am mean it is
because I have the patient's welfare in mind.

Rose Combs

-----Original Message-----
From: blindcooltech-bounce@xxxxxxxxxxxxx
[mailto:blindcooltech-bounce@xxxxxxxxxxxxx] On Behalf Of Don Barrett
Sent: Tuesday, March 07, 2006 6:41 PM
To: blindcooltech@xxxxxxxxxxxxx
Subject: [bct] Re: Dell Nightmares-- Larry's walk

I am surprised you feel this way given your last name J <smile>.  My only
real problem with non-English speakers is when they screw up my food
carry-out orders, which happens most of the time.  I get crazy because I
can't see what they're doing so I can say, "NO, NO, I SAID NO CHEESE."
Sounds silly, but it matters especially when I get carry-out for my sweet
wife and it's wrong and she is disappointed.  Grrrrrrrrrrr!


-----Original Message-----
From: blindcooltech-bounce@xxxxxxxxxxxxx
[mailto:blindcooltech-bounce@xxxxxxxxxxxxx] On Behalf Of J Garcia
Sent: Tuesday, March 07, 2006 6:41 PM
To: blindcooltech@xxxxxxxxxxxxx
Subject: [bct] Re: Dell Nightmares-- Larry's walk

Regarding not being able to speak the necessary language, in our case
English, I just heard on the radio that our numskull president and the white
house have held another one of his secret sessions and are pushing what they
are calling a gold card for all current illegal aliens. This card will give
them just about all rights as citizens. There are upto about 20 million
Mexican illegal aliens in the US, which means they will be at some point
more competition for our jobs, Hope many of you have Spanish classes in your
future. I already can't get anywhere here in LA without having to repeat
myself repeatedly to people in just about all businesses that can't speak
English. This is very, very bad news for all Americans.


J Garcia
----- Original Message -----
From: "Kai" <kaixiong@xxxxxxxxxxxxx>
To: <blindcooltech@xxxxxxxxxxxxx>
Sent: Tuesday, March 07, 2006 3:01 PM
Subject: [bct] Re: Dell Nightmares-- Larry's walk

> Greetings Neal et al.
> I'm sorry, but I think that if you can't speak the necessary language,
> you should not be performing the job. Just as no one would hire
> someone who couldn't do math to be a secretary or clerk, so too should
> they stop hiring people who speak English as a fish might speak avian.
> I've nothing against people trying to get a job, but really. When it
> comes to technical issues, where specifications and such are so
> English dependant, you really need to either know English, or find
> some other occupation.
> I understand that companies are trying to maximize revenues by
> outsourcing, but you gotta wonder where the line should be drawn.
> Kai
> -----Original Message-----
> From: blindcooltech-bounce@xxxxxxxxxxxxx
> [mailto:blindcooltech-bounce@xxxxxxxxxxxxx] On Behalf Of Neal Ewers
> Sent: Tuesday, March 07, 2006 2:49 PM
> To: blindcooltech@xxxxxxxxxxxxx
> Subject: [bct] Re: Dell Nightmares-- Larry's walk
> Debee, I can certainly speak about the outsourcing.  I have nothing
> against people from other countries, but the last call I made to tech
> support was answered by a person in the Virgin Islands.  The problem
> was, his English was so poor, that I really don't think he had a clue
> about what I was asking.
> Neal
> -----Original Message-----
> From: blindcooltech-bounce@xxxxxxxxxxxxx
> [mailto:blindcooltech-bounce@xxxxxxxxxxxxx] On Behalf Of Debee Norling
> Sent: Tuesday, March 07, 2006 4:43 PM
> To: blindcooltech@xxxxxxxxxxxxx
> Subject: [bct] Re: Dell Nightmares-- Larry's walk
> A couple of comments. I think Dell is getting too big because the
> products used to be higher quality. It seemed like this happened too
> with Gateway about ten years ago; they had great quality control, got
> really popular, and suddenly everyone was complaining about purchasing
> lemons from Gateway.
> My guess is that if Dell screws up enough,  it could actually be to
> our benefit, because they'll get bad press, spend more on quality
> control and gradually move back up towards producing a better product.
> So I'd maybe buy a Dell five years from now, but not today!
> I worked in tech support for ten years, and I can tell you three dirty
> secrets. First, as a product support rep, you aren't graded on the
> quality of your technical help, but you are most often measured by the
> number of calls per hour you can crank through. I remember at
> Stenograph, when I was managing only thirty calls per hour and was
> told that I need to notch up to forty to be like the "best" people in
> the department. Later, when my productivity-happy boss got promoted,
> my new boss promoted me to a tech support lead because of my technical
> knowledge and  not, happily for me, the call volume.
> The second dirty secret is that tech support is really being
> outsourced. High-tech sweat shops employ workers barely over minimum
> wage with just a week or two of training to provide cookbook answers
> to common problems and to get the customer off the phone as quickly as
> possible. I know of three big call centers in Sterling Colorado,
> Atlanta Georgia and Buffalo New York that actually handle many large
> companies' tech support contracts.  In this environment, it is better
> to hire people with less tech skill, because the average workers will
> be able to demonstrate higher productivity -- they will have fewer
> clever troubleshooting suggestions to offer.
> The third dirty secret is that if you, the customer,  threaten to
> complain to an entity that matters, like the media, your problem will
> be moved out of the sweat shop and if one is available, on to a tech
> who is really savvy. The trick is to get the company to desire
> themselves to solve your problem rather than them just wanting to get
> you out of the over-long hold queue.
> For example, at Caere, when they promoted me, I stopped talking to
> ordinary customers. I was called the lead OmniPage technician but
> ordinary people no longer had access to me.  Instead I talked
> exclusively with the big accounts, like Kinkos, that had several
> thousand licenses and who requested an experienced tech to work with
> them. My call volume was no longer monitored and I was free to
> actually solve their problems! This is because Caere had large
> clients, like recruiters, who scanned thousands of resumes a day, and
> they wanted to keep those clients happy. It mattered little if the
> average Best Buy purchaser was satisfied.
> So the ordinary customer had to either talk to a sweatshop worker or
> plow through the limited knowledge base. I wrote many of the knowledge
> base articles but then some idiot weedede them down  so that each
> consumed only one screen, cutting out 75% of my troubleshooting
> suggestions.
> When ScanSoft bought Caere and moved aggressively towards promoting
> their knowledge base, I was amused to find that they ressurected those
> long first drafts of many of my articles in an attempt to -- guess
> what
> -- reduce their call volume!
> --Debee
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