It's not just HP. Microsoft, AT&T, Dell, Cisco, and many other big names have invested tons in sending support and presales to India. IMHO, the language skills of Indian workers have been oversold to the point of deception. The Indians I've worked with speak English the way Babblefish translates web pages - close, and maybe good enough to figure out how to reset a password or add phone minutes to my account, but nowhere near the level I expect when calling for answers I can't Google myself.
I've been on the floor of many of these companies in the last few years. Every one is the same: When the going gets really tough, everyone speaks in Hindi. Compare this to a European multinational - If one person in the room speaks English but not the native language, everyone speaks English because they are comfortable conversing in that language. That, combined with the obsequious tone their "language coaches" insist on make anything other than the most basic exchanges painful. ("Excuse me, sir, thank you for being on hold. Sir, would it be fine if I were to put you on hold for exactly 6 1/2 minutes in order to call someone in the States who doesn't have their head up their ass? I will then inaccurately relay the information they give me and frustrate you until you give up and hang up the phone.")
My take on making the situation better for both sides (consumers and offshore outsourcers):
1) You don't have the right to speak to someone in the States. Companies are multinational and have the right to send business where it makes the most sense for them if that's what it takes to stay in business. You do, however, have the right to speak to someone who is competent and who you can understand. If you can't, don't waste your time - demand to speak to someone else. If enough people do this, it cuts in to profits and any perceived gains of offshoring. There are intelligent, articulate people in India, but also they demand good wages. Force the vendors you deal with to hire those people.
2) Companies offshore to save money. Period. Any line about "bringing up the middle class" or helping the infrastructure of country X improve are BS. They'd leave in a minute if they could save a dime by going somewhere else. Their savings shouldn't affect the quality of service you get, however. If you're getting crappy quality, tell the person you're dealing with you want to speak to someone else. Every single one of these companies is backed by someone who is better trained. Ask to speak to them. If they won't do it, demand to speak to their manager - they'll work something out for you.
3) Personal pet peeve - If the person on the other end of the phone tells you his name is "Bob Ghandi", ask him his real name & use it (or as close as you can get). Don't let American companies think that policies that force people to change their names to keep their job are acceptable. It's unacceptable in the US and unacceptable anywhere else.
4) If you get poor service, or are told to do something that costs you time or money, demand a refund for any charges you may have paid. Most companies will do this willingly to keep you as a customer.
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It's not just HP. Microsoft, AT&T, Dell, Cisco, and many other big names have invested tons in sending support and presales to India. IMHO, the language skills of Indian workers have been oversold to the point of deception. The Indians I've worked with speak English the way Babblefish translates web pages - close, and maybe good enough to figure out how to reset a password or add phone minutes to my account, but nowhere near the level I expect when calling for answers I can't Google myself.
I've been on the floor of many of these companies in the last few years. Every one is the same: When the going gets really tough, everyone speaks in Hindi. Compare this to a European multinational - If one person in the room speaks English but not the native language, everyone speaks English because they are comfortable conversing in that language. That, combined with the obsequious tone their "language coaches" insist on make anything other than the most basic exchanges painful. ("Excuse me, sir, thank you for being on hold. Sir, would it be fine if I were to put you on hold for exactly 6 1/2 minutes in order to call someone in the States who doesn't have their head up their ass? I will then inaccurately relay the information they give me and frustrate you until you give up and hang up the phone.")
My take on making the situation better for both sides (consumers and offshore outsourcers):
1) You don't have the right to speak to someone in the States. Companies are multinational and have the right to send business where it makes the most sense for them if that's what it takes to stay in business. You do, however, have the right to speak to someone who is competent and who you can understand. If you can't, don't waste your time - demand to speak to someone else. If enough people do this, it cuts in to profits and any perceived gains of offshoring. There are intelligent, articulate people in India, but also they demand good wages. Force the vendors you deal with to hire those people.
2) Companies offshore to save money. Period. Any line about "bringing up the middle class" or helping the infrastructure of country X improve are BS. They'd leave in a minute if they could save a dime by going somewhere else. Their savings shouldn't affect the quality of service you get, however. If you're getting crappy quality, tell the person you're dealing with you want to speak to someone else. Every single one of these companies is backed by someone who is better trained. Ask to speak to them. If they won't do it, demand to speak to their manager - they'll work something out for you.
3) Personal pet peeve - If the person on the other end of the phone tells you his name is "Bob Ghandi", ask him his real name & use it (or as close as you can get). Don't let American companies think that policies that force people to change their names to keep their job are acceptable. It's unacceptable in the US and unacceptable anywhere else.
4) If you get poor service, or are told to do something that costs you time or money, demand a refund for any charges you may have paid. Most companies will do this willingly to keep you as a customer.
Do this and all your dreams will come true.