My first pit thread…oooh, all a’shiver. Basically it says it all in the title…I’m sick and tired of calling for tech support only to be transfered (usually on some shitty phone connection) to some seemingly poorly trained Indian tech who can’t understand ME (I understand them fine) when I talk to them. I end up having to repeat myself constantly, to explain things over and over, and get off the wall answers to questions I’m not even asking. Its SO fucking frustrating. Its getting to the point now that I check out tech support with different vendor before I recommend to my customers equipment or services…and if they have an Indian (or several other Asian countries) help desk I will recommend another a different vendor (assuming THEY have tech support here in the US).
This isn’t a matter of being anti-outsourcing, or of being prejudiced against folks in other nations or in some flag waving desire to keep jobs here in the US. I just fucking want good service when I call for tech support…I want to be able to explain my problem once and get an answer thats at least in the ball park of what I’m asking…hell, I’d be happy if they were talking about the same PRODUCT in most cases (yeah, I’ve actually called such a help desk and had to explain patiently for over 30 min. to some bozo in New Deli that I’m talking about a completely different product, and while your explaination is nice and all IT DOESNT FUCKING HELP ME OUT ANY SINCE I’M NOT USING THAT, YOU FUCKING MORON!)
Don’t get me wrong…even American help desks are full of morons. But generally speaking at least they are staffed with morons who understand me when I’m speaking to them…and usually I can get through the first tier moron reading off of a sheet pinned to his wall (‘Lets see: Step one, have you ensured the power is on?’) and get someone who actually has a clue eventually. Its one less thing to be frustrated about if they actually understand the questions I’m asking them…even if they don’t know the answer right off.
Companies that outsource their tech support but expect to service mostly American clients really need to re-think this whole outsourcing thing IMO. Either they need to ensure that the techs in whatever country they plop their help desk down in actually understand english AND understand AMERICAN english (in other words institute some kind of quality control you fucking morons), or they need to move those help desks back to the US.