India's outsourcing bubble is bursting

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As a consumer

AS a consumer, my blood boils when I call for technical support and reach someone with an Indian accent. Last time was with my phone company, but the scenario remains constant. The person on the phone has no actual knowledge of the problem I am trying to correct, so I have to spend an hour and a half while the support person reads through a script and makes me walk through dozens of steps I have already done myself. Finally, they decide that their script is insufficient to remedy the problem, so they kick me up to level 2 support. I get someone in Kentucky that actually has knowledge of the product, we chat for 3 minutes, and my issue is resolved.

Offshore technical support personnel in my opinions qualifications are that they can speak and read English. No actual training in the product line.

The companies would be better served my providing that scrip online for me to follow. In the first place I could do it in 25% of the time needed to do it over the phone, and it would save them a lot of $$$

Technical support personnel are supposed to have technical knowledge, not just be a warm body.

I have also run across folks (Sprint mostly) that make me promised (the check is in the mail, just to get me to go away. Turns out they didn't even have the ability to issue refund checks. I ended up talking to someone in Seattle that finally (mostly) resolved my problem. They still have never refunded me the $200 I spent for a replacement data card that was shipped to the wrong address (by someone in Bangalore), even after I made them repeat the address to me when I ordered it.

Posted by: morme   Posted on: 10/01/08 You are currently: a Guest | Members login | Terms of Use

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