Re: RES: OH MY GAWD!

[Pete Helgren <Pete@xxxxxxxxxx>]

What I enjoy is talking about support issues with a group of programmers 
from India (naturalized Americans now) that I work with in New Jersey.  
They complain that they have to switch to Hindi to understand what these 
folks are saying and then, even in the native language, still having to 
deal with folks who don't know what they are talking about as they work 
the "script".

I don't suffer from Xenophobia.  I just want to talk to someone in my 
native language who can clearly understand what I am saying and solve my 
problem.  I don't care if they are from India, or Mexico, or Minnesota. 
I know some folks who shouldn't be on the phone and they are native 
English speakers.  Phone support is difficult to do well and nearly 
impossible to do VERY well regardless of background or location.  I just 
wish that, since these folks are usually my last resort, they would 
represent the excellence of the company I contact rather than the bare 
minimum needed to meet their support obligations.

Pete Helgren


Vernon Hamberg wrote:
> I admit frustration when dealing with IBM support - but the language 
> issue one is less of one for me - consider the international flavor 
> of IBM - at Rochester alone there are all kinds of nationalities 
> represented, and any of them could be on a support desk. So it 
> behooves us insular Americans to clean the wax out of our ears and 
> listen better - sorry for the soapbox.
>
> But I do find it silly when outsource teams in India use names like 
> abraham and george, to make americans more comfortable and accepting 
> of them. Oy oy oy! Or better said here in Minnesota, Uffda!
>
> Vern
>
> At 09:39 AM 3/20/2007, you wrote:
>
>   
> > I'm guessing, but I think the call centers in Brazil
> > only work with North American customers. This is
> > another weird aspect of this customer support methods
> > used by IBM.
> >
> > Rubens Lehmann wrote:
> >     
> > > Many offices in Brazil for accounting functions?
> > >
> > > Guess they work only for foreign calls, locally they aren't much better
> > > than Joe explained...
> > >       
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