[H]ardOCP:

News.com columnist Erica Ogg editorializes about Dell’s sagging customer service and how to fix it. I think the biggest thing on the list applies to many big companies; outsourced customer support. It may save companies a few dollars here and there but the sheer amount of customers it turns off isn’t worth it. Am I wrong?



"A lot of their problems stemmed from, as they expanded rapidly and they tended to outsource their operations, they set up these call centers around the world. I don’t think the service they were getting out of them was as good as it was before they did all this expansion," said Rosenfield.



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