VEry funny, some Profanity--BEWARE AT WORK--No nudity

[scottybooj]

Enjoy. this just has some bad language, no nudity.

http://www.illwillpress.com/tech.html

press 'play' on the right.

[mcooperstein]

Scott, that was a riot... I couldn't stop laughing!!! Tech support for Snell Computers!!!! Too much!!!

Mark

[DSKYZD]

Snell or Smell? Either way, I think I talked to that guy a couple of years ago only he worked for Computer Associates at the time.

For you folks behind a Websense content filter you'll have to check this one out at home.

DSKYZD

[danstl]

The problem with the video is that it is too close to real life. The "award winning" tech support offered by Snell computers nowadays is terrible. The video sounds exactly like what you get when you call them. They often transfer you right back to their same group, and you have to start all over with someone named Steve or Buffy from Calcutta.

This may save companies money, but it loses goodwill because the quality of the support is awful.

[DJ Downunder]

Very funny...we have the same problem down under.

I had a few very frustrating calls to hp tech support...same thing.

I would say..is there anyone else there that can speak English better than you..

Even the local phone company's use them..the worst thing is the hundred questions to confirm who you are..before they give you no help at all..

DJ

[scottybooj]

i hate outsourcing. i hate outsourcing to an inferior service.

i hate when someone named Rajastanandavan feels the need to be called Dave.

[CycleRob]

I've dealt with this very problem, this week, in speaking to BellSouth, Linksys, and Westell FOREIGN tech support in getting Wireless DSL to work on my VAIO notebook AFTER a necessary Windows System Restore. The heavy Indian accent is hard to understand, infuriatingly frustrating and the people are not fully qualified like you just know the computer geeks in Best Buy or Circuit City are. I ended up solving my own problem with a Linksys download diagnostic .EXE file.

The customer frustration with Indian tech support seems to fall on deaf ears. I let them know of my dissatisfaction every time it occurs.

[pjamet]

You DO know that these tech support people overseas have mostly Masters degrees
Computer companies can hire qualified people for cheaper in India. Yes it sucks but don"t denigrate the people who, like you and I, just want to have a job and are qualified to do their jobs.

[scottybooj]

pjamet, you are correct when you mention how many of these tech support personnel are actually over-qualified.

however, they do not demonstrate this most of the time. either that, or their algorithm to follow for tech support was written by a moron.

also, their accent only frustrates the caller even more. Remember, when someone is calling tech support, they're already frustrated and have had it up to here with their situation. Deciphering linguistics adds insult to injury.

[socalrob]

Railing against outsourcing isn't going to change anything.

The world is leveling out, & any job where the location of the person doing it isn't important, is going to be outsourced. The world is going through a fundamental economic shift, there will be individual winners & loosers, but overall the average person in the world will be better off.

Given all of the education & resources available to Americans, its hard to be too sympathetic to those who choose not to profit from the changes instead of having the changes steam roll them.

I do find it interesting that India is doing so well do to its British heritage. Who would have guessed that 25 years ago?

[pjamet]

pjamet, you are correct when you mention how many of these tech support personnel are actually over-qualified.

however, they do not demonstrate this most of the time. either that, or their algorithm to follow for tech support was written by a moron.

also, their accent only frustrates the caller even more. Remember, when someone is calling tech support, they're already frustrated and have had it up to here with their situation. Deciphering linguistics adds insult to injury.

I see your point about one being frustrated and sometimes having a bit a a difficult time communicating with the personnel from another country. My whole issue was with the comment about inferior service.

[Boxer]

If you can't understand them, then that IS inferior service.

[DSKYZD]

Here's proof that tech support call centers staffed by people who do not natively speak the same language as those they're supporting is a bad, bad idea.

http://news.zdnet.com/2100-9584_22-5182611.html

No, it's not "Daniel's" fault he's highly educated and forced to work in the middle of the night at a tech support call center. Tech support is a crappy job for anyone. The corporate decision makers are to blame for adding a layer of complexity to something that greatly affects their customer's satisfaction.


DSKYZD

[JToole]

The "Marketing Era" business model says that the product is the entire customer experience and level of satisfaction. Cheaping out on the call center will come around to bite them in the end.

It will be interesting to see the world economy in 10 - 20 years if India and China keep on their track of economic expasion. That's what? 3/5ths of the world population becoming consumers in a few decades? Talk about a boom!

[boxermania]

The new business philosophy dictates that with the right procedure anyone from the street can do the job.........

I remember many years ago, when I had an exchange of ideas with n individual of the above venue, to which I responded that I was going to get the best brain surgeons in the world to write a procedure to operate on his brain and then I was going to turn the procedure to a group of carpenters to operate on him......he stated that I din't understand the system.

The outcome was that I never had another request from the individual, thank God....I maintain that if you want to ba a carenter it befits you to know something about wood, angles, hammers and nails........

Being that I'm working in Japan now I find that they have things that I need to brush on and likewise I bring things that are not practiced here.....Ahhh.....the beauty of the minds.