Monday, May 15, 2006

Poor Support

I'm now officially fed up with the latest trend for IT corporates to outsource their support lines to India.

I've had the misfortune of dealing with the so called support lines for Microsoft, Symantec and Dell in recent weeks and they are all terrible. You get through to people who may well know their stuff but when English isn't their first language trying to problem solve becomes nigh on impossible.

To add insult to injury the biggest issue I have had with all three of them has been the diabolical telephone lines they've provided these support desks with. There's been dropouts, breakups, delays all sorts. How can this be deemed as good customer service?

I can understand the reason for it. Cost savings. But just moving the support from point a to point b is not enough. They have to provide the infrastructure as well. These crappy VOIP lines they're using just aren't adequate.

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