Comments on: American Customer Service http://www.thisux.com/2007/07/13/american-customer-service/ by Matt Henderson, since 2003 Sun, 05 Feb 2012 09:02:39 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Administratorhttp://www.thisux.com/2007/07/13/american-customer-service/comment-page-1/#comment-57104 Administrator Thu, 19 Jul 2007 13:49:13 +0000 http://matt.makalumedia.com/2007/07/13/american-customer-service/#comment-57104 <p>In this instance, I'm quite sure the first level support was based in India, as the girl had an indian name and accent, and the transfer to second-level support took a long time, and you could hear the pops and switching you might expect moving a call from india back to the US over VOIP networks and the like.</p><p>I was actually going to comment something similar to what you said, but it also happened the other day I needed some support on a bizarre QuickBooks issue. I called Intuit, and their service is also provided from India. The experience in that instance was completely different. In fact, I think it was the best customer support experience I've ever had. The guy (who answered the phone at random) seem to know all about QB running in the Mac environment, and new exactly what had gone wrong in my migration from one Mac to another.</p> In this instance, I’m quite sure the first level support was based in India, as the girl had an indian name and accent, and the transfer to second-level support took a long time, and you could hear the pops and switching you might expect moving a call from india back to the US over VOIP networks and the like.

I was actually going to comment something similar to what you said, but it also happened the other day I needed some support on a bizarre QuickBooks issue. I called Intuit, and their service is also provided from India. The experience in that instance was completely different. In fact, I think it was the best customer support experience I’ve ever had. The guy (who answered the phone at random) seem to know all about QB running in the Mac environment, and new exactly what had gone wrong in my migration from one Mac to another.

]]> By: Stefan Seizhttp://www.thisux.com/2007/07/13/american-customer-service/comment-page-1/#comment-57102 Stefan Seiz Thu, 19 Jul 2007 13:36:59 +0000 http://matt.makalumedia.com/2007/07/13/american-customer-service/#comment-57102 <p>Seing more and mote Tech companies outsorce theit Support to india is also a sad thing. Nothing against indians, but i simply can't communicate them verbaly due to most of them having such a strong accent that it gives me a headache to try to understand them.</p><p>I've seen this outsourcing happen with Akamai and Google and the Quality of support really suffered big time. This is so silly, as the costsavings "might" make the investors happy for a second, but the business will be terribly hurt in the long run. Akamai for instance used to have top-notch techsupport and that is what i expect considering the amount of money you pay for their service.</p> Seing more and mote Tech companies outsorce theit Support to india is also a sad thing. Nothing against indians, but i simply can’t communicate them verbaly due to most of them having such a strong accent that it gives me a headache to try to understand them.

I’ve seen this outsourcing happen with Akamai and Google and the Quality of support really suffered big time. This is so silly, as the costsavings “might” make the investors happy for a second, but the business will be terribly hurt in the long run. Akamai for instance used to have top-notch techsupport and that is what i expect considering the amount of money you pay for their service.

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