Outsourced Tech Support/customer service?

Question

I am sick and tired of calling Tech Support or customer service for either a computer related or equipment related problem to find out the person thats going to help me is someone who speaks really bad English to the point where i cant understand them, I dont feel like i need to struggle with trying do deciypher what the hell there trying to say to me, am I the only one who cant take this anymore?
Also the company’s outsourcing the work to other country’s are taking Jobs away from us, Tech support jobs pay 30-40k per year out where I live and to some people that s pretty good money, I Feel these company’s are stabbing us in the back... I purchased this product in America so should I not get American help if there is a problem with it ? Just so everyone knows, this is not a prejudiced remark, my non American GFdoes notlike the outsource support they get either....would it be rude for me to ask the tech or customer service person on the phone to transfer me to someone i can understand?

I am fully aware to the fact that outsourcing is cheaper for companys, but thats sort of going against what they call the (American Dream) whats next will companys like dell say=Hey lets put this PC together with ToothPicks because its cheaper. so what if it breaks down when the customer takes it out of the box, they can just call our outsourced cutomer support for help.

Answer 1

You have a valid point, and it wouldnt be rude at all to ask to be transferred back to an american contact. I tried to order a laptop once and was giving out a simple name--we'll just say "Mary Smith" as the mail-to address. I had to spell it, repeat it, spell it again...The laptop was delivered to "Nirya Zolt", I kid you not. Thank goodness my postal carrier kinda knew Mary was waiting for her delivery!

I hate it when they're used for cold-calling "This is Grace Kelly from **** Computers, we're calling today to offer you..." I interrupt them and say "Grace Kelly was the Princess of Monaco and she died, who is this REALLY???" I've had Abraham Lincoln call me, Lacie Peterson (that was a hard one to listen to, I cut her off really short and informed her to change her name)...The best one was a man whose name was "Mary Worth".

Answer 2

The Tech Support person might consider it rude, but, your the customer and should be able to get what you need.

Providing Tech Support is a very expensive service. This is the main reason for the "Outsourcing". $30 - $40 K a year might not seem like much money to you, but, soon adds up to serious money when you are paying for hundreds of Tech Support Personnel.

I have Compaq and use the HP Tech Support. I have never had a problem with understanding their "Outsourced" tech support personnel.

The only problem I've had with the HP Tech Support was due to poor phone service. This was a "clicking" sound that cut off parts of words or the complete word. I filled out the HP surveys and made note of the phone service problems. I don't know if HP did anything to solve this problem, but, it has not occured in the last 7 or 8 months. I usually have to call them about once a month to fix my stupid mistakes.

You should email your computer manufacturer and detail the problems with the Tech Support they provide. It also helps to state that you will no longer purchase their products due to their poor Tech Support.

Answer 3

As always profit is the primary objective, labour in places like India is far cheaper than North America and Europe - that's the single reason they do it. Personally, I think the companies that do this don't deserve your business in the first place. Create local unemployment to line your own pockets? It should be illegal.
Buy your products from the local businesses, boost the local economy, create local employment. Everyone is better off.

Asking to be transferred to someone you understand isn't rude, you've paid for support so you should get support.

Answer 4

I completely relate with you. Dell uses people in the Philippines, Nextel/Sprint uses workers from another country too. I've been frustrated quite a few times upon calling for assistance, and being 'helped' by someone I CANNOT understand.
How is that working? IT'S NOT! How can they help us over the phone, if they can barely speak our language? Ridiculous!

Answer 5

You have to watch out the way you ask. I tried that once and the person got pissed off at me and hung up on me. Which pissed me off because you sit on hold for like three years. So i have found out that if you apologize to them that you are having a very hard time understanding them and if they could please transfer you to some else that you might have a better chance of understanding. then you would would have a 50 50 % change of then feeling like you was rude.

Answer 6

dont you just love the way things are(nt) done in america

Answer 7

No it wouldn't be rude at all.