G
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Archived from groups: alt.sys.pc-clone.gateway2000 (More info?)
I'm sure that each of us has had some experience (usually
bad) with a tech support phone call to your favorite
equipment manufacturer. More than likely, the "tech" at the
other end of the line will have an accent think enough to
cut with a butcher knife. In most cases, these "dolts" will
put you through lots of useless paces while trying to
impress you with their mastery of the language and it
quickly becomes obvious that their diagnostic skills rank
somewhere along with my dog.
Major equipment manufacturers are increasingly transfering
their phone tech support to offshore locations in the belief
that lower labor costs will help their bottom line. but
considering the number of customers who judge the quality of
the company by the quality of phone support (just read the
numbers of posts in this n.g. which state that , because of
"lousy phone support", an otherwise loyal customer refuse to
recommend its products or will go elsewhere when it's time
to purchase again.)
Making these kinds of decisions to farm offshore is a
beancounter mentality. definitely not a sales or marketing
mentality. Let's hope that some of these companies like
HP/Compaq, Dell, Gateway, & Acer begin to recognize what
damage these offshore support facilities create to long-term
company health. Anyone with me here? You might do as I
often do. When calling for phone support, A heavy accent
on the other end is enough to cause me to hang up the phone
& seek answers elsewhere. If enough of us do this, they
just might get the message.
-----Expertise is not self-proclaimed. It is an honor awarded by your peers-----
MB
I'm sure that each of us has had some experience (usually
bad) with a tech support phone call to your favorite
equipment manufacturer. More than likely, the "tech" at the
other end of the line will have an accent think enough to
cut with a butcher knife. In most cases, these "dolts" will
put you through lots of useless paces while trying to
impress you with their mastery of the language and it
quickly becomes obvious that their diagnostic skills rank
somewhere along with my dog.
Major equipment manufacturers are increasingly transfering
their phone tech support to offshore locations in the belief
that lower labor costs will help their bottom line. but
considering the number of customers who judge the quality of
the company by the quality of phone support (just read the
numbers of posts in this n.g. which state that , because of
"lousy phone support", an otherwise loyal customer refuse to
recommend its products or will go elsewhere when it's time
to purchase again.)
Making these kinds of decisions to farm offshore is a
beancounter mentality. definitely not a sales or marketing
mentality. Let's hope that some of these companies like
HP/Compaq, Dell, Gateway, & Acer begin to recognize what
damage these offshore support facilities create to long-term
company health. Anyone with me here? You might do as I
often do. When calling for phone support, A heavy accent
on the other end is enough to cause me to hang up the phone
& seek answers elsewhere. If enough of us do this, they
just might get the message.
-----Expertise is not self-proclaimed. It is an honor awarded by your peers-----
MB