Anybody been shopping for DSG for at least a year or so?

Anyone noticed any change in their phone representatives recently?

Thanks for any insight...

-dd

Yup. They have one new Dip Stick who exceeded his guidelines. He gave me several shops and then they were taken away...:p

davedecot Wrote:
-------------------------------------------------------
> Anybody been shopping for DSG for at least a year
> or so?
>
> Anyone noticed any change in their phone
> representatives recently?
>
> Thanks for any insight...
>
> -dd


I've been wondering if they are outsourcing. I hope not.

Ok, I am slow! I thought Dip Stick was the name of the person! As I sit and laugh, at myself! : ) (I needed that, thanks!)

DSG denied they were outsourcing on V but even the denial sounded like DSG was outsourcing but just calling it something different.

MsLynn - You're not slow at all. I know several Dip Sticks.

Thank you, MDavisnowell!

MsLynn Wrote:
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> Thank you, MDavisnowell!


I think that DSG has some of the sweetest schedulers. They are really nice and I would hate to think of any of them losing their jobs due to outsourcing. I know that it happens but I really hope that this is not the case.

So sad. DSG was one of the first companies that I worked for 8 years ago. They provided personalized service and fast pay. A call to the company now mirrors a call to my internet provider for tech. support.

They are either outsourcing or have hired a bunch of foriegn exchange students. They seem nice but every conversation takes three to five tmes longer than it did just a couple of months ago.

islebdamned Wrote:
-------------------------------------------------------
> They are either outsourcing or have hired a bunch
> of foriegn exchange students. They seem nice but
> every conversation takes three to five tmes longer
> than it did just a couple of months ago.


I have to agree with you there. I hope that none of those nice ladies lost their jobs.

I bet they didn't increase the pay on their jobs either....double BAD

nanabelle Wrote:
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> I bet they didn't increase the pay on their jobs
> either....double BAD


I'm thinking about throwing them in the DNW pile and it makes me sad because they were such nice people but it's frustrating dealing with the schedulers now.

OMG. One of their overseas reps. finally called me and DSG is now on my DNW list.

First, I have Google Voice and it screens my call. The rep. did not say anything when GV asked him to identify himself.

Second, the call, which showed as a toll free number, was of extremely poor quality.

Third, when I asked if he was calling from overseas, he quickly denied it, and admitted it only when I became silent. When I asked where, he would not identify the country. He would only confirm that he was calling from overseas. (I did not care where he was calling from but I did care about the evasions.)

Fourth, while the rep. spoke excellent English, he lacked intercultural competence. He really got on my bad side when he stated that he was calling to assign me a shop. I told him no, he could not just assign me a shop. He had to discuss the shop with me and it was up to me to accept the assignment or not.

After I said that, he said to give him a moment to look up the information (why did he not already have the info.???) and then remained silent for almost a minute, even when I said "hello" or something else to try to find out if he was still on the line.

I ended the call.

Edited 1 time(s). Last edit at 10/11/2012 08:31PM by BusyBeeBuzzBuzzBuzz.

BusyBeeBuzzBuzzBuzz Wrote:
-------------------------------------------------------
> OMG. One of their overseas reps. finally called
> me and DSG is now on my DNW list.
>
> First, I have Google Voice and it screens my call.
> The rep. did not say anything when GV asked him
> to identify himself.
>
> Second, the call, which showed as a toll free
> number, was of extremely poor quality.
>
> Third, when I asked if he was calling from
> overseas, he quickly denied it, and admitted it
> only when I became silent. When I asked where, he
> would not identify the country. He would only
> confirm that he was calling from overseas. (I did
> not care where he was calling from but I did care
> about the evasions.)
>
> Fourth, while the rep. spoke excellent English, he
> lacked intercultural competence. He really got on
> my bad side when he stated that he was calling to
> assign me a shop. I told him no, he could not
> just assign me a shop. He had to discuss the shop
> with me and it was up to me to accept the
> assignment or not.
>
> After I said that, he said to give him a moment to
> look up the information (why did he not already
> have the info.???) and then remained silent for
> almost a minute, even when I said "hello" or
> something else to try to find out if he was still
> on the line.
>
> I ended the call.

I miss the old schedulers, they were really nice.

Yes, nice AND professional AND clear.

I did not shop a lot for them but I won't shop for them at all now if I have to deal with schedulers who are incompetent and tone deaf to my needs. I am actually not automatically against outsourcing or offshoring. However, I am a critic of incompetence and inefficiency and this, IMO, qualifies.

Does anyone else think this change in how DSG operates is too drastic? It used to be that DSG's domestic schedulers would call shoppers and discuss shops in depth and shoppers would have to call DSG after receiving the shop materials to go over questions, etc., to make sure the shoppers were very well prepared. Now, DSG's overseas schedulers seem to be calling shoppers and trying to assign shops without clearly conveying what is required. Even worse, those overseas schedulers don't seem to have a clear understanding themselves. Communication is now FUBAR.

::very, very sad face::

I just don't get it. This was a friendly family owned company with personalized service. This was a swift transition that happened almost overnight. The lead staff offers an explanation on the "V" site but that makes no sense either. If it quacks like a duck...................

BusyBeeBuzzBuzzBuzz Wrote:
-------------------------------------------------------
> Yes, nice AND professional AND clear.
>
> I did not shop a lot for them but I won't shop for
> them at all now if I have to deal with schedulers
> who are incompetent and tone deaf to my needs. I
> am actually not automatically against outsourcing
> or offshoring. However, I am a critic of
> incompetence and inefficiency and this, IMO,
> qualifies.
>
> Does anyone else think this change in how DSG
> operates is too drastic? It used to be that DSG's
> domestic schedulers would call shoppers and
> discuss shops in depth and shoppers would have to
> call DSG after receiving the shop materials to go
> over questions, etc., to make sure the shoppers
> were very well prepared. Now, DSG's overseas
> schedulers seem to be calling shoppers and trying
> to assign shops without clearly conveying what is
> required. Even worse, those overseas schedulers
> don't seem to have a clear understanding
> themselves. Communication is now FUBAR.
>
> ::very, very sad face::



They just start talking and they won't stop lol! I was trying to interrupt (politely of course) and it's like they are reading a script and they have to finished within a certain amount of time. I wish that the company would have at least sent an email telling their shoppers about the changes.

I have no doubt they have scripts, which is part of quality control in theory but can be disastrous in practice.

I am patient and polite unless they start being dishonest, insult my intelligence, or say something ridiculous (such as they are assigning me a shop without telling me anything about the shop first or asking if I even want the shop). I can be rude very fast. (I know, I know. No surprise.)

I call to inquire about an assignment. The callee attempted to tell me about the assignment over the phone and tried to get me to agree to do it. Once I agree to do it she would send me the instructions.

When I told her I wanted to see the instructions in writing or by email she said she had just read me the instructions. I again asked to have the instructions emailed to me and she said, "I will read them again. What is it you don't understand?"

I said, "I don't understand why you can't email me the instructions." So then I said forget it and hung up on her. She was lucky I was calling from a WATS number. B/c even if she tried to call back she would have gotten a business number operator whom would not know what she was trying to explain.

Their assignments did sound and looked easy but I AM NOT GOING TO AGREE TO SOMETHING OVER THE PHONE AND FIND OUT I HAVE TO JUMPS over a burning building TO DO IT.

For years, I had no problem agreeing to do shops before getting the instructions in writing with the old DSG schedulers, because they explained things clearly AND they had proven themselves to be trustworthy. Then, more than a year ago, I found the written instructions to be significantly different than what I was told over the phone for one shop. I called back and they let me cancel. As far as I knew, I was not penalized for canceling because I explained why I canceled. However, I no longer trusted DSG completely.

Then, they switched to using foreign schedulers and language and cultural barriers were not the only problems. Bye bye, DSG. I will remember the old you fondly.

BusyBeeBuzzBuzzBuzz Wrote:
-------------------------------------------------------
> For years, I had no problem agreeing to do shops
> before getting the instructions in writing with
> the old DSG schedulers, because they explained
> things clearly AND they had proven themselves to
> be trustworthy. Then, more than a year ago, I
> found the written instructions to be significantly
> different than what I was told over the phone for
> one shop. I called back and they let me cancel.
> As far as I knew, I was not penalized for
> canceling because I explained why I canceled.
> However, I no longer trusted DSG completely.
>
> Then, they switched to using foreign schedulers
> and language and cultural barriers were not the
> only problems. Bye bye, DSG. I will remember the
> old you fondly.

Good morning,

Oh my! I have not done any assignments for DSG - although I was solicited to join, and I did, they do not have anything in my area. I have learned from everyone's experience on this forum and I love that. However, I am not crazy about overseas or English speaking Customer Service Reps of any kind that do not articulate and you have to continually ask them to repeat. Outsourcing is not something I want to work for. . . Enjoy your day!

Savana23
Silver Certified
Virginia

I share the same frustrations as many of you. I called to ask about my "area" and see about expanding it to include the state where I actually live. The scheduler then asked if I was interested in a shop that I had completed numerous times in the past. So, I initially said that I would be interested, but wanted to know where it was. The scheduler then gave the location, which was 300 miles away and needed it done right away. I declined. The scheduler then asked why I declined. I explained that it was too far away and the scheduler said, "It's not that far. It looks really close on the map." I suppose it did look close on a map when the map is the size of a gnat. I suspect I will not be getting called from them again because the scheduler wanted to argue about how close it was and how I could just drive there in an afternoon. When they did not take no, I hung up. I hate doing that, but I was getting aggravated. Hanging up seemed the better option than screaming my head off.

DSG have outsourced their schedulers so be prepared to talk to schedulers from Asia.

I've been signed up with them for ages but have never worked for them. They send me e-mails and want me to phone them to ask for the job. Huh? I love e-mail, hate the phone, have a day job that keeps me really busy - and the companies I shop for are those who allow me to can either self-schedule or apply online and get an e-mail with the assignment. The idea of having to telephone and ask personally for a shop assignment or wait for them to phone me makes it too difficult for me to even think about working for them. And now - hearing outsourced schedulers from Asia makes me glad I haven't bothered.

I was just assigned a shop at 11:30 PM in the evening to be done the same day. I emailed and explained that I received paper work for a shop at the end of the day. Quite naturally, the shop could not be done.

I received an email in the morning advising me to please submit my paper work, as the shop was over due.

DSG now farms there scheduling out to the Philippines. If you have a question, the scheduler will just read everything off scenarioerio, with sometimes not answering a question.

I got a second call from one of their overseas schedulers. It was a couple of days ago. I got so disgusted that I told him never to call me again and hung up on him.

Why, DSG, why? When will you realize that this doesn't work and probably won't work?

Repent, and sin no more!

After my first "outsourced scheduler" phone call I changed my communication preferences with DSG to NOT receive phone calls...Apparently changing my profile does NOT work as I received yet ANOTHER call from an "outsourced scheduler".....DSG you get what you pay for...cheap labor....low quality....lost business....sigh