What is it about the current economy that so many companies, especially IT companies are outsourcing help desk jobs to foreign companies?? Last night I had trouble with my DSL connection and I needed to call the ISPs help desk. (I hate calling these $7.00 and hour guys as a rule) As soon as the tech answered the phone I knew I was in trouble. The typical foreign (heavy indian accent) help desk person asked if he could help me. It was bad enough that he insisted on asking me to run through BOGUS windows troubleshooting issues, and settings even though I TOLD HIM I was a networking engineer and that the DSL modem was not syncing up with the ISP. I know they have a stupid list of things they are supposed to say, but COME ON NOW!!!! And the thing that makes it even more frustrating is that these people are so hard to understand, and they insist on running through mundane attempts to fix things that are not related to the issue at hand, and all the while insisting on using my first name OVER AND OVER again. AAAAAAAAARRRRRRRRRRRRRGGGGGGGGGGG! Do AOL, Earthlink, DELL, and other companies really think that they can provide decent levels of customer service by using these foreign help desk centers? NOPE!!! It all comes down to dollars and cents. They don't care if they alienate the customer, afterall they ALLREADY SOLD stuff to you... Didn't they.
What do you think???
1 comment:
Dell's e-mail tech support sucks swamp water, if you ask me. I suspect it was someone outside the US who was answering my e-mail, but I can't be sure. I explained that my system was not going into hybernation mode. Something about the modem driver not allowing it. Which was strange because I had not used the modem...ever! I explained the issue over e-mail. The guy asked me to do something which I do not remember, but it doesn't matter because it didn't fix the problem. Without investigating any further, the guy told me he would send me a new modem.
I was quite certain that the problem had nothing to do with the modem. I decided to call the phone support number. The woman (who did not sound completely foreign) first asked a couple of routine questions, then asked me something that I did not completely expect; did I have Quicken? I said yes. She asked me to disable the background downloader under Quicken. This fixed the problem.
I wrote back to the e-mail guy and basically ripped him a new one for not investigating further.
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