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indian tech support, what have been your experiences?

H

hans007

Lifer
http://arstechnica.com/journals/apple.ars/2006/3/9/3109


i was just reading that above, and well i tend to disagree with the whole cost savings thing, as it seems to eventually take away from sales, and really cancel out or even make it worse.

i've had some fairly good experiences with tech support from india sometimes, and sometimes its bad. my father works at a company that does mostly rma on hardware and he says that they have helped setup support in the philippines for some large computer companies (its better though they speak english in that country).


anyhow, i wanted to know your thoughts. i actually work at a huge software company that makes consumer products. they gave me this number to call with a website so i can listen in on tech support calls (you know, your call is being monitored for qa purposes yada yada). and well... our tech support basically was us laughing at how rude our indian people were and how much our customers sounded like they wanted to kill someone.


anyhow thought anyone? i do tend to think support just costs quite a bit here, but i think it adds to the overall value of the product (btw, emachines is the only major company with american support now for computers)
 
I do not bother calling tech support often, but customer support sometimes calls me from India, and it's always annoying. I can't ever understand anything they say and have to get them to repeat themselves quite often.
 
horrible..
i spent 45 minutes on the phone with an indian guy when my dad got his DSL hooked up. his email didn't work and it turned out that they messed something up on their end but it was about 45 minutes of him reading a script and telling me the same stuff over and over.
 
online support is alright. When they use email, they are very efficient and helpful. I was able to cancel my dell notebook by just emailing. ALso, I got them to send me all the softwares cd for my delll notebook(another one).
 
My first experience was a few years ago when I worked in a call center and we started losing our jobs to them. Fortunately, it was just a transitional job for me and I found a real IT job later. Since then, one by one, nearly every company I have had to deal with from the expensive professional support from M$ to expensive enterprise support from Veritas and a bunch of hardware vendors in between has gone to crappy front-line support in India.
 
I used to have to use tech support for a sophisticated auto-dialing server for a call center. When they outsourced to India, my average call time went up like 3-4x... at $299/hour. And they were horrible.. I had to repeat almost everything I said like 2-3 times. Ugh.

Please incorporate advanced American accent language training if you're going to cater to American callers exclusively!
 
Don't get me going. The good news is that the company that ran the call center I worked in a few years ago just had make a $352,000 settlement with former employees on a federal wage hour beef.
 
Originally posted by: kogase
Ah, gooood mohning sah, my nem ees Barbara, I - *CLICK* -
Click to expand...

I find this the most laughable part, heavy accents and English names.


My experience is it sucks, but then most tier one support sucks.


They must be putting up a hella lotta telephone lines there.
 
My office buys HP for nearly everything computer-related (we have some Toshiba laptops lingering that will be phased out). Whenever I have to call (usually a dead hard drive), the guy who answers says his name is Ricky or Steve, and then the confirmation email says it's Tajinder.
 
Originally posted by: Squisher
Originally posted by: kogase
Ah, gooood mohning sah, my nem ees Barbara, I - *CLICK* -
Click to expand...

I find this the most laughable part, heavy accents and English names.


My experience is it sucks, but then most tier one support sucks.


They must be putting up a hella lotta telephone lines there.
Click to expand...

yeah you know it not only by accent, but they pick the most obvious american names possible...last time i got Charlie
 
:thumbsdown: Ya... I called to reactivate windows<--It got messed up for some dumb reason<--no, it wasn't pirated. Anyway I called them up waited for 45 min hung up tried again. 25 min later a guy answers and is not very happy, he's blunt, and rude, not helpful at all. He gives me a nother number to call. I call it and its just a machine. So i call the original number a third time A nice young lady answers and is very helpful. Helps get my computer reactivated<--had to read her a bunch of #s then she gave me a new set of #s
Got it all fix in about less than 5 mins. I was very happy🙂 I thanked her sincerly and went on with my business.
 
well when i listened in on our customer support...

they were A. extremely rude such as "JUST CLICK NEXT AND REINSTALL" and B. somewhat hard to understand and C. had no patience with old people.

like i said its consumer software so i hear like literally 60 year old grandma types being yelled at by tech support. I also heard basically "I will never buy anything from your company ever again" twice in the first 5 calls i listened to.

I think this funny exercise was suggested by management that us software and qa engineers listen to see what customers really wanted, and we ended up all either 1. laughing for about half an hour, 2. feelin gsorry for our customers, or 3. saying we needed new tech support since people's "ownership experience" was awful and they'd never buy from us again.

needless to say , nothing changed.
 
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