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 04-18-2005, 04:53 PM | #1 (permalink) | ||||||||
| Senior Member  
Location: Somewhere in this vast universe on a little rock that looks like a grape. Rep Power: 11  | RE: Tech support not what it used to be Dell user frustrated by time, language of offshore help David Einstein Monday, April 18, 2005 Q: I used to be a satisfied Dell user, having bought three of the company's PCs. Several months ago, I needed tech support and phoned Dell. Previously, I had always received terrific service and the tech-support people were able to fix my problem. This time, however, the call went to India, where the support person appeared to know next to nothing about computers. He put me on hold after virtually every sentence of our conversation so he could question his supervisor. He also didn't fix the problem. I phoned back three more times and each time got someone whose knowledge of PCs (and command of American English) was even weaker. I also tried phoning Microsoft about my problem and left a message. The Microsoft tech person (also from India) left three voice mails on my work phone -- all on a Sunday. His final message was that since he had tried three times to reach me and did not, he was closing the file. Is there a computer manufacturer who still uses American tech support personnel? A: Welcome to the world of outsourcing. Dell, HP, Microsoft, America Online and dozens of other U.S. companies of all kinds have figured out that India is a terrific place to put call centers. The labor is cheaper there, and ... well, basically that's the reason. Whether the move offshore has hurt the level of support (notice I said level instead of quality) is an open question. Last year, Dell transferred tech support for some big businesses from India back to the United States after callers complained about delays in reaching senior technicians, as well as difficulties understanding Indian accents. Some U.S. companies train Indian employees how to speak with an American accent. They also are taught about popular culture and current events so they can converse more readily with callers. But it's still hard to disguise the fact that you're talking to someone in Bangalore, not Baltimore. As for the support itself, it's hard to believe that Indian technicians are less knowledgeable than their counterparts in U.S. call centers, which are often located in decidedly nontech places like Oklahoma City. Bottom line: To paraphrase Forrest Gump's mom, "Tech support is like a box of chocolates. You never know what you're going to get." __________________  Mr. Wiggles "Really. I'll just come in for a minute." | ||||||||
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| 04-18-2005, 07:54 PM | #2 (permalink) | |||||||||
| Senior Member 
Location: 3498.51 miles from Tiverton, Ontario (CANADA) Rep Power: 16 | Quote:
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| 04-19-2005, 08:33 AM | #3 (permalink) |
| Junior Member  | <RANT WARNING> Being at a company (who shall remain nameless) who's recently opened a Call center and several offices in India....I too have had the pleasure of dealing with some of the techs who aren't so technical.... Slag, you've got a point there, I"m sure...but the flip side of the coin as well, there ARE some people (even in this country) who have merely taken a test (MCSE or CCNA for instance) with little or no real knowledge of what they "learned" to pass. My latest (and I'm FAR FAR from being a racist/facist/a$$hat) was a call to our benifits hotline to correct an issue of my Med insurance not having my kids and wife listed as dependants.... reached India call center (after several attempts, as my counterparts in that country seem to have a hard time keeping the PBX alive) only to be told that 1) I had to call back when the benifits manager was on duty, 'cause the person answering the "Benifits Hotline" was not able to make changes  (my first point here: WHY answer a HOT line if you can't do anything? second:WHY do I have to call back at 3pm YOUR time (aprox. midnight for me just to talk to another person who may or may not be able to help me) 2) That (after convincing them to look) I HAD no dependents (a surprise to me, my wife and kids) 3) Oh, yes, they're they were, listed as Emergency contacts, but not eligable due to having they're own insurance from they're work places (All three of them, it seems have jobs I was unaware of...My wife, a stay at home mom, and my 2yr old twins...Hmm....wonder where all the money goes) OK...I'm done ranting now.... __________________ You can't wield supreme executive power just because some watery tart threw a sword at you - Look, if I went 'round saying I was an Emperor, just because some moistened bint had lobbed a scimitar at me, they'd put me away!  |
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| 04-19-2005, 08:49 AM | #4 (permalink) | ||||||||
| Senior Member 
Location: Where the hell is Tiverton, Ontario (CANADA)?!?! Rep Power: 6 | If I have a problem and need help, I want the person I'm receiving help from to speak English. And not just be able to order food and ask where the bathroom is (the extent of my Spanish and German) but to be able to communicate a point about the solution at hand. I avoid certain places and people because they're unable to communicate with me. I've changed doctors because when I'm sick, I don't want the guy speaking broken English at 908 miles per hour in my ear. I changed mechanics because I don't want the guy who doesn't understand the difference between "radiator" and "carburetor" ('No, you have fuel injection' -- 'I know, but I'm leaking coolant from my radiator' -- 'No coolant - gasoline. Gasoline in carburetor. You no have carburetor') And I changed Dunkin' Donuts because they employees at the one closest to my home don't understand "four shots of espresso, little bit of half and half" I want everything to happen -- immediately. If they could set up a call center in India where they payed the employees 12 cents a year, I wouldn't care - As long as they can do the job correctly. If they can tell me that the reason my Dell is on the fritz is because I have to do this that and the other, then that's fine. Just don't tell my my ear nose and throat is fuel injected and hand me a non-fat latte. Arch | ||||||||
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| 04-19-2005, 09:00 AM | #5 (permalink) |
| Junior Member | Re: Excuse me, there's no smoking in the OR, Sir! Anti Rant mode> I HAVE had a GOOD experiences with our Inda call center....at least the Tech side of the same center has 1) TALENTED people who know a USB port from a line chord 2) May sound like Aboo from the Simpsons, but are understandable in that respect (and yes...there IS one guy, who's obviously a fan of the show who DOES say "Thank you.....Call again!" and Laughs his a$$ off when he gets a giggle from us) Arch, your right about the dunkin' donuts...I've got one I've been going to in the new 'hood as of late ('cause for some reason the "quick drive" one only sells preselected dozens at the drive through..but that's another rant).... They seemed rather "pissy" the other morning when I went in....all talking to each other full speed in Hindu (I know this 'cause I speak a wee bit of it) but barely saying more that "What do you want!" (in that tone) to the customers..... Wasn't impressed....But figure they've all gotten word that they're brother who stayed behind (it's a family that runs this one, all women) in India is pulling down 50k a year working at a call center, while they're stuck struggling to make 20K running a donut shop on the South side  Its thoughts like that that make those donuts taste sweeter  __________________ You can't wield supreme executive power just because some watery tart threw a sword at you - Look, if I went 'round saying I was an Emperor, just because some moistened bint had lobbed a scimitar at me, they'd put me away! |
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| 04-19-2005, 10:35 AM | #6 (permalink) | |||||||||
| Senior Member
Location: 3498.51 miles from Tiverton, Ontario (CANADA) Rep Power: 16 | Quote:
One thing that we haven't touched on is the fact that everyone of us in this industry is replaceable by folks who are younger, smarter, better educated and will work at half the hourly rate and complain less. This crap has already happend around here at certain layers - The LEC has labor from south of the border doing I/R on T-1 circuits regardless of the fact that they can't speak or understand english very well and they have no craftsmanship skills since they just tossed them into the job while retiring the skilled (high cost) labor who has been building and maintaining their infastructure for the last 30+ years. Over the last several years our data center and mainframe departments have gone from a mix of good ole boys and asians to purly folks from overseas who speak farsi and have some odd hygenine / eating habits. | |||||||||
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| 04-19-2005, 11:17 AM | #7 (permalink) |
| Junior Member | OK....rant again: I just had a Gent on my phone asking for me to set him up with his Chicago number to ring through to his home....IN MUBAI INDIA!  Explained I could not do that.... His response "But over there, my IT dept. does it all the time!" I SO wanted to bring up : 1) India telecommunications infrastructure makes the "Good ole days" of Chicago Politics look straight laced 2) To forward a number from US to India would take more digits and time than the PBX would even allow (it would have to dial aprox. 27 numbers to reach the guys house) 3) the COST per phone call would make installing a T3 and 81c in my 2 bedroom house look down right economical.... There's just no arguing with some people...He's now on my boss' phone trying to get the same stuff..I can hear my boss as I type this saying stuff like "Can't be done" "Won't do it", "Sorry, don't care what they do there, this is here" __________________ You can't wield supreme executive power just because some watery tart threw a sword at you - Look, if I went 'round saying I was an Emperor, just because some moistened bint had lobbed a scimitar at me, they'd put me away! |
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| 04-19-2005, 01:29 PM | #8 (permalink) | ||||||||||
| Senior Member
Location: Where the hell is Tiverton, Ontario (CANADA)?!?! Rep Power: 6 | Quote:
 I'm just saying that if my job goes away for ANY reason, I always have three other opportunities lined up. Not the last of which is running my own company. But then again, I'm one of those kinds of people who can survive through anything. Maybe I'll buy a Dunkin' Donuts and put the rest of them in the area out of business. And I'll get my espresso for free. Coffee anyone? Arch | ||||||||||
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| 04-19-2005, 01:53 PM | #9 (permalink) | |
| Junior Member | Slice and Dice me.... Quote:
Hold the cup (intrevienous please) __________________ You can't wield supreme executive power just because some watery tart threw a sword at you - Look, if I went 'round saying I was an Emperor, just because some moistened bint had lobbed a scimitar at me, they'd put me away! | |
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