IBM, Alcatel, Dell, Apple, Adobe, Quark, Microsoft, Google everybody got shops in India. TechSupport Centers... 87.5% Customer satisfaction ( Gartner Research Report 2005) I still not understand why ur telling " Tech Support" Sucks?
2006-06-13EDT09:59:04+00:00
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I'm just talking about my experience, which is that the tech support people I've talked to in India didn't know what they were talking about.
The Apple support in India who I talked to about my laptop recently had NO knowledge of the product and was, he stated, in an IM session with an American tech to solve my problem. Apple's support is a premium service - AppleCare costs a lot of money to purchase, and it seems that the quality of service *has* dropped since Apple moved their tech support from Cork to India.
Interesting that you mention Dell - they moved their tech support to India in 2003, and had to withdraw their operation in 2004 because of customer complaints.
I think that most of the people who complain about Indian tech support are not racists or anything of the kind. But there is an issue here. That issue isn't the fault of the techs - they are often on a script or database, so they are artificially forced to jump through hoops. This is my experience with the Indian Apple techs compared with the Cork techs. The Cork techs knew the problems and would appreciate that I can do the diagnostics myself, while the Indian techs wanted me to click through the process with them on the other end (all while on a national rate phone call).
It's sad, because I think India and other countries have a lot to contribute to the technology industry, and it is certainly nice to see the industry provide good jobs for people outside the Valley, but I think that some companies are seeing India as a omnipotent tonic for all that ails them. Moving, say, tech support to India will solve some problems but introduce others.
2006-06-13EDT10:30:42+00:00
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The Apple support in India who I talked to about my laptop recently had NO knowledge of the product and was, he stated, in an IM session with an American tech to solve my problem. Apple's support is a premium service - AppleCare costs a lot of money to purchase, and it seems that the quality of service *has* dropped since Apple moved their tech support from Cork to India.
Interesting that you mention Dell - they moved their tech support to India in 2003, and had to withdraw their operation in 2004 because of customer complaints.
I think that most of the people who complain about Indian tech support are not racists or anything of the kind. But there is an issue here. That issue isn't the fault of the techs - they are often on a script or database, so they are artificially forced to jump through hoops. This is my experience with the Indian Apple techs compared with the Cork techs. The Cork techs knew the problems and would appreciate that I can do the diagnostics myself, while the Indian techs wanted me to click through the process with them on the other end (all while on a national rate phone call).
It's sad, because I think India and other countries have a lot to contribute to the technology industry, and it is certainly nice to see the industry provide good jobs for people outside the Valley, but I think that some companies are seeing India as a omnipotent tonic for all that ails them. Moving, say, tech support to India will solve some problems but introduce others.
