2008 Woodie Awards
Where Prices are Cheaper, So are Customers: Why is Consumerism Dying in America?
Brian O’Connor
Issue date: 2/9/05 Section: Perspectives
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A week before returning to Manhattan for the Spring semester, I noticed a problem with my laptop. Computers are supposed to break these days, aren't they? I decided I would call Dell and risk the agitation that might ensue. In the beginning, the service call I made was frustrating: the Dell computer company recently outsourced their technical support services to India in order to save money on their 24 hour a day service. Instead of having a fleet of American computer mavens manning phones in order to assist customers in their often-menial computer issues, Dell found it easier to send their phone calls to non-English speaking nations in order to save money at the consumer's expense. Though their technical support staff spoke understandable English most of the time, the quality of the phone connection from the Bronx to Bangalore is enough to make anyone sound unintelligible. While attempting to fix my computer, I had the secondary task of enunciating my words enough for a non-New Yorker to understand what I was saying. After going through steps aimed at fixing my issue, a replacement part was ordered and I was told I would be up and running within two days.
That is, if they knew how to take my address.
A week later, filled with daily three-hour phone calls and an assortment of different support agents, I received the part and attempted to fix my problem. Fittingly, the problem wasn't fixed, that week of waiting was in vain, and the problem I faced was even worse than I originally thought. Somehow, on my seven month-old laptop, my "Made in Indonesia" motherboard fried and would require a replacement. Getting annoyed at the service I received so far, I was forced to complain and beg to three additional service agents to receive a replacement computer. Since Dell recently changed their policy on replacement computers, I could not receive a brand new computer, and would have to get a secondhand machine. After a week of phone calls and a presumably astronomical phone bill, I realized that the days of "the customer is always right" adage are long over, and that consumerism takes a backseat to profit.
That is, if they knew how to take my address.
A week later, filled with daily three-hour phone calls and an assortment of different support agents, I received the part and attempted to fix my problem. Fittingly, the problem wasn't fixed, that week of waiting was in vain, and the problem I faced was even worse than I originally thought. Somehow, on my seven month-old laptop, my "Made in Indonesia" motherboard fried and would require a replacement. Getting annoyed at the service I received so far, I was forced to complain and beg to three additional service agents to receive a replacement computer. Since Dell recently changed their policy on replacement computers, I could not receive a brand new computer, and would have to get a secondhand machine. After a week of phone calls and a presumably astronomical phone bill, I realized that the days of "the customer is always right" adage are long over, and that consumerism takes a backseat to profit.