Vent about Customer Service!!! Semi-Long Post

[NancyDz]

Working for large computer company... the outsourcing issue is very near and dear to my heart as I have had a lot of friends sent to different countries to train these people, only to come home and be laid off!!!! I will say that my company is seeing the error of it's ways and just recently announced new Call centers opening over the next 4 years in New Mexico and
Arkansas and they are bringing some things back from Overseas. This will create
a lot of jobs in these areas so I was really happy. I think this is something that needs to be looked at in our economy... There should only be a small percentage that can be sent overseas, maybe more regulation to keep US companies operating in the US!


On a personal experience note, I will say that DirectTV's customer service is VERY good, I have heard so many horror stories about Dish and have never experienced anything bad
with Direct TV , everyone I have talked to seemed to be in the US, very pleasant and fixed my problem every time...

 

[illinichick]

Yes, OP, you're right about DISH. We had our system upgraded over Christmas and the installer told us that there are 5 call centers and if we didnt want to speak to someone in India to just hang up and call and we would eventually get an American voice. I did have to use this when we had problems a week later and lucky me got the India call center. I had a horrible time understanding them and had to have them repeat several times. I wish I would have just hung up.

 

[mrsengeseth]

my mortgage company outsources its call center. I hate that. I don't mind them not being in the same state, but heck, I'd like them to be in the same country I have a house in. Not that it matters in the grand scheme of things...but I mean, if I owned a house in Germany, for instance, i'd expect the customer service to be in the same country...

I often don't understand a word they are saying. Our auto loan is the same way, I can't understand.

 

[BeccaOH]

Quote:
Here! Here! I agree that DirecTV is doing something right with CS. I won't be tempted to change providers.

I also hated getting India when calling Dell support, but after a lot of back and forth the guy really was patient and helpful. Fixed the problem!

 

[jbowyer01]

I spent two days trying to get Lowes credit services to straighten out an issue. First I talked, argued and fought an individual in India and got absolutley nowhere. Called back and got an individual in the Phillipins (sp) talked, argued and fought finally asked for a supervisor and they gave me another number to call and would you believe that office was in Mexico! I canceled my credit card and will be paying cash from now on!

 

[JennsPeeps]

Great way to get immediate service is to select the option for the person speaking Spanish. They're more than likely US-based, and will need to speak English as well as Spanish.

 

[WoodlandWoman]

Did you ever see the old Frasier episode, where his dad has trouble with the bank, including the automated phone system. Geez, that was funny.

Plus there's Dogbert's take on running his "No help, help desk." "My job is to make sure you never call back."

 

[rufus]

My wife's job at the bank was shipped to India. They retired her! She was so mad, but the worse part was when she had to talk to them about here retirement, she had to talk to someone in India! She was madder than a wet hen.

Rufus

 

[Rhett&SarahsMom]

Quote:
LOL!

I had to call to have my ATM /debit card pin reset. The meds for my ankle were messing with my memory something fierce.

I couldnt get through on the automated line because I didnt have a TELEPHONE banking PIN. I pressed 0 several times and finally got some one to reset my ATM pin.

Back in the "day" when I was working customer service for a large regional bank there was ONE PIN number that got the person into their telephone banking, their online banking and their ATM.

Now you have to jump through hoops to get to a person that will verify you. Then send yo to another person who will verify you again so that they can rest you password. But if you want the other one reset you have to speak to the other person.

 

[Dar]

I am sure outsourcing is a problem no matter what part of north america you are in..but my solution is when i sign up for a service i ask them where their customer service is located...when bell canada gave me the answer that the call centers are located all over the world i said no thanks...so my home phone and internet is with rogers..

i have had to call tech support or customer service for other things and if i get someone i dont understand i try to be as polite as i can and explain that i cant understand them and ask to be transferred they usually do with no problem..

or when i need to call someone i dont press any numbers at all and pretend i am on a rotary phone and it will usually get me transferred to someone local cause they dont want to foot the bill overseas..lol

in extreme cases i have sent an old fashioned snail mail to the CEO and requested for an english speaking person to call me back with no accent cause i have hearing difficulties to call me back (my lil white lie...lol)...usually i that works too cause e-mails can be passed along and get lost in cyberspace and i guess they figure if i am writing by snail mail then i am an itty bitty old lady