http://timesofindia.indiatimes.com/articleshow/1611960.cms
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Apple pulling support out of India
- Thread starter SeaFox
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Absolutely good news.
If Apple (or Microsoft, or Dell, or anyone else) want to open a support center in India for the purpose of supporting customers in India and nearby countries, then that's great. But when I call an American company for tech support from here in the US, I expect to talk to someone in the US (or Canada at the very least). This isn't racism or anything; I'd have just as big an issue with it if they hired Highland Scotsmen to man the support lines. I can't understand people with strong non-American accents, and when I am calling in for tech support, the last thing I need is any sort of communication barrier between myself and the support tech.
If Apple (or Microsoft, or Dell, or anyone else) want to open a support center in India for the purpose of supporting customers in India and nearby countries, then that's great. But when I call an American company for tech support from here in the US, I expect to talk to someone in the US (or Canada at the very least). This isn't racism or anything; I'd have just as big an issue with it if they hired Highland Scotsmen to man the support lines. I can't understand people with strong non-American accents, and when I am calling in for tech support, the last thing I need is any sort of communication barrier between myself and the support tech.
clayj said:
I totally agree with this point, it's generally more difficult to communicate with people from another country as they don't understand your culture and colloquialisms, especially by phone, and the job must suck, especially as a lot of people probably treat them badly.
clayj said:
100% agree. That is exactly how I put it when I have one of my rants about FOREIGN (Not Indian) tech support.
Canadian/American, Most European, and British/Irish = I can understand fine.
When I have a problem that someone cannot help me with physically, and verbal communication is the only way of solving it - the last thing I need is a language barrier, or someone who cannot pronounce my name.
"Jishena Timas" (Joshua Thomas)
Well that's too bad for the locals... I had hoped that the introduction of Apple into the Bangalore support centers would have instigated some sort of awareness-program in India. I guess India will forever be Windows World.
But I give a pat on the back to Apple - no need to be a part of the rudimentary PC-ness of support outsourcing.
irmongoose
But I give a pat on the back to Apple - no need to be a part of the rudimentary PC-ness of support outsourcing.
irmongoose
Im not racist, im just customer service oriented.
And when you get an Indian Call Center, there is always a 2sec delay from when you talk and they hear, so you CANT have a two way conversation, which is usually what CS is all about.
Not to mention that the "training" these people recieve is to speak "english" and I must say they all need to go back to school.
http://www.illwillpress.com/tech2.html
http://www.illwillpress.com/tech3.html
And when you get an Indian Call Center, there is always a 2sec delay from when you talk and they hear, so you CANT have a two way conversation, which is usually what CS is all about.
Not to mention that the "training" these people recieve is to speak "english" and I must say they all need to go back to school.
http://www.illwillpress.com/tech2.html
http://www.illwillpress.com/tech3.html
Apple Pulling Support Center Out Of India
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According to the IndiaTimes, Apple is deciding against placing its previously reported foreign support center in India.
According to the IndiaTimes, Apple is deciding against placing its previously reported foreign support center in India.
Dell relies too heavily on tech support. It's completely unfeasible to try and give US based tech support for a company so large with as many crappy products as they have which constantly need troubleshooting.MacsomJRR said:
Dell would probably go out of business if they were to try and open support centers in the US to take place of all of the Indian based centers rofl.
i like the phone support in the UK, i usually get an irish person, and the irish accent is the most soothing accent for phone support, i dont mind who gives phone support as long as they are good.
tbh i like microsofts indian support, generally if you call them up with install or activation issues they will just issue annother CD key
tbh i like microsofts indian support, generally if you call them up with install or activation issues they will just issue annother CD key
Sdashiki said:
lol, i love that site. small medium or large was good.
Tech 1 was good if you ever saw it. Foamy was telling the guy a possibility of how to answer a problem and it was bios dealings. the words 'Get a Mac' came to mind.
However, in the UK, we get Scottish Indians on our call centres for TV and or mail order things. Really bizzare. And they cant pronouce Italian names to save their lives!
I've had some perfectly smooth experiences with technical support based in India. However, I've also had horrendous experiences.
There's nothing wrong with the principle of outsourcing customer support to India, or anywhere in the World. It's when the standards of recruiting are so poor that they don't seem to require that they have an easily understandable accent in order to take a job where communication is everything.
There's nothing wrong with the principle of outsourcing customer support to India, or anywhere in the World. It's when the standards of recruiting are so poor that they don't seem to require that they have an easily understandable accent in order to take a job where communication is everything.
Thank You Apple!
Glad that you are not going the route (outsourcing of tech support calls to people who can not understand you and vice-versa) of Dell and all of those other wretched PeeCee companies.
Glad that you are not going the route (outsourcing of tech support calls to people who can not understand you and vice-versa) of Dell and all of those other wretched PeeCee companies.
wasn't there a rumor a few months back of huge expansion of Apple's Indian Tech support with a new facility?
Customers are getting fed up with support staff who cannot speak english well ( or any other language that is being supported ).
AS many companies have discovered, initially, it may seem like the company is saving money.. but in the long run customers will go to another company for better customer service.
AS many companies have discovered, initially, it may seem like the company is saving money.. but in the long run customers will go to another company for better customer service.
As someone who provides Tech Support for a living I can give a little insight into this. First of all, just because the call center is getting closed down in India doesn't necessarily mean that you will never have to deal with a "foreign" accent again. There are several foreigners that have come from various parts of the world that have worked as Tech Support Engineers for the last two companies I've worked for here in the U.S. They live and work in the U.S., but they still speak with their foreign accent (albeit, it may not be as strong as it could be--at least for some). So in a globalized world such as ours this is something that we all need to get used to to some degree. Honestly, I've found that some of the better support that can be given has come from my foreign co-workers. They really can be top-notch at their job, and I'd venture to say that some of the locals could learn a thing or two from them.
clayj said:
I appreciate the canadian nod.... and I agree for the most part with the principles of communication between support and customer. I once worked for an outsourcing company for US internet support. Its just as silly when a non spanish speaking English or french Canadian can not communicate with the Spanish/non-english or french speaking customer. I don't know why there are not more choices for customers.
However..
(off-topic)
the hurricanes will lose... condemning 4 edmonton souls to be humiliated by their hometown team.