Tech Support Levels Dropping

NeoPrime writes "USA Today is reporting on the growing concern of the language barrier, when it comes to tech support. It appears that each year it is becoming more compelling to companies to reconsider the use of overseas help desks. According to this story, based '[o]n a 10-point scale, the average level rated by desktop owners dropped from 7.0 in 2003 to 6.3 this year; notebooks fell from 7.2 to 6.1.'"

Comments

Phonetic alphabet

[Skiron]

Too true - when the hardware support at my firm (UK) moved to Sri Lanka, everybody was advised to use the phonetic alphabet when making helpdesk calls - it really it a mess with these of-shore support desks for communication.

Spend like 10 minutes explaining who you are.

Re:Capitalism

[swordboy]

I'll tell you what:

I work for a large corporation and we made a big deal out of the language barrier and complete ineptitude of some of the people on the other end of the phone. Now, we've renewed all of our support and paid extra for the premium level of service. HP/Compaq's call center is in Canada somewhere and IBM's call center actually announces itself on the phone menu:

You're call is now being routed to our support center in Atlanta, Georgia.

If enough consumers made a stink about it, tech support wouldn't be in India for them. Come to think of it, if one of the big PC vendors wanted to get a leg up on the competition, they could advertise "English speaking tech support" as the number one feature of their PCs. They'd be sold out in no time.

I don't use tech support often, but

[robslimo]

the average person in the workforce is being required more and more to use computers (and similar technologies) in their work (students also). An earlier (down-modded as troll and rightly so) post said "don't buy software if you don't know how to use it." On the off chance that the poster was serious, please consider those who have little or no choice.

Back to me... I said I don't use tech support much, but my few experiences are mixed. On Aug 9, I wanted to know the exact date that I could expect XP SP2 to hit my lab PCs via AutoUpdates, so I called MS tech support. I talked to a lady who said (in a confident manner), "today!" Well, she was off by a couple of weeks. As usual with support issues, I found better information on the web.

Ugly Americans

[ForestStryfe]

"The only way to break through is to throw a tantrum and become an 'ugly American."

I couldn't agree more. I had problems with Earthlink a few months ago after a bad storm had gone through - our DSL was down for most of the day, but I couldn't get a tech to give me a straight answer to my simple question. Eventually, I argued my way to a manager, who still refused to give me a straight answer. By the time I was done, they had lost their "american" accents and were more angry with me than I was with them. We tried calling customer service to get a complaint filed, only to find that the techs I had spoken with never logged any of the calls like they were supposed to, so it was impossible to even attempt to get a free month out of them.

I find that a lot of problems stem from the fact that they refuse to deviate from the scripts that they're given - and won't believe you (with good reason - I know I don't usually believe the useres that I work with) that you've tried all of that already.

getting paid to call hell

[Alien54]

I have actually been paid cold hard cash at my usual computer onsite repair rates to call a tech support line for a company whose name shall remain undisclosed and which rhymes with hell. Not just to sort things out since the unit was under warranty and my customer just could not under the accents on the other side, but to put the people on the other end of the line through some torture as well. The people were well pleased with the value of the entertainment they received. I say, with tongue only slightly in cheek, that I may consider this a whole new line of business.

The company may be "saving money" by paying the people one fifth of what stateside would get, but I can say with confidence that the call took ten times longer than it would have if someone with competant computer knowledge was on the line. Rote reading from of a incomplete trouble shooting guide does not replace expert knowledge. The worse thing you can do to those folks is to follow there directions literally and exactly.

again he misses the point though...

[CiXeL]

I can compete with foreign workers (i work my ass off), i just can't compete with the increasing industry-wide pay cut that has resulted where now I suddenly cannot afford to pay for existing debts that I could afford previously.

I'm already making plans for my girlfriend and I to move out of california now since it's just too expensive and there are increasingly less and less tech jobs here.

The division seems to be between people who own a home and those who don't. Everyone I see who doesn't own a home here already is struggling and the ones who do are taking vacations. I've pulled out my savings to go on 'vacation' to the east coast to look for work.

Re:Marketing Dweeb Double Speak

[Emil Brink]

Just as a counter-point, I own a Sony DSC-P1 digital camera. I bought it at Fry's on a business trip to Califoria back in 2001.

During subsequent years, the camera (or its battery) developed a problem; it wouldn't "hold a charge", but would instead signal being fully charged, and then drop to empty/no charge from mere minutes of use. It was useless.

I surfed around, and one day I found this note about the problem. It's on a (as far as I know, I'm not a regular) US site, and I'm in Sweden with a camera bought three years ago in a diferent country, and without any warranty cards or anything sent in.

I thought "what the heck", and e-mailed Sony about it. That's right, I just wrote a question to "info@sony.se", describing my situation and linking to the above page (or maybe Sony's page about the problem, which seems to be gone now). Writing to a general "info" address of a major multinational felt almost silly, in an "of course I won't get a reply" kind of way. But, what can I say; I got a reply within 24 hours! It was from their service representatives here, asking me to send the camera to them, including all accessories. No questions asked.

I did so, and in one week I got it back, with a new battery (that's a $50 value right there, approximately), new charger, a replaced power port in the camera body, and upgraded firmware. The cost to me was the postage to get the camera to the service techs, approx $8 or so.

So, I guess my point is that Sony are surely capable of excellent service, too!

Re:Marketing Doubleplus Groupthink

[Puls4r]

Bzzzt. Completely wrong. What happened here is that volunteers (whose name I won't mention) SUED the parent company and won because they were working more than they should have for "free". Since then, the volunteer programs of nearly every large MMORPG have been shut down because it's cheaper to pay for crappy help than it is to litigate against volunteers who suddenly want to be paid. Good try though.