Have you ever called 'tech support' and been transferred to a tech overseas???
By ladyluna
@ladyluna (7004)
United States
June 20, 2008 7:35am CST
Hello All,
Is there anything more frustrating than your computer going on the fritz, calling 'tech support', then being transferred to a tech support agent overseas?
Computer 'lingo' presents its own language challenges. Throw a poor phone line into the mix, add the frustration of heavy acccents (theirs and ours), and viola; you end up with a customer service nightmare! Americans have been complaining about this ever since U.S. companies began to outsource their technical support jobs.
Well, your complaints haven't fallen on deaf ears! Hewlett Packard has been 'hammered' for this business practice, and they've decided to do something about it.
[i][b]"HP to Open Service and Support Centers in Arkansas, New Mexico
Thursday 06/19/2008 12:30 PM ET - Businesswire
HP (NYSE:HPQ) today announced plans to open new, state-of-the-art customer service and technical support centers in Conway, Ark., and Rio Rancho, N.M.
The centers are designed to meet HP's growing customer requirements and enhance the total customer experience.
The selection of the two locations was based on multiple factors, including the quality of the workforce, business environment, standard of living and government cooperation..."[/b][/i]
http://research.scottrade.com/public/stocks/news/news.asp?docKey=100-171b0442-1
"HP has chosen Rio Rancho (New Mexico) to open a new state-of-the-art customer service and technical support center. The technology giant plans to open the center in 2009 and bring more than 1,300 jobs to the area over the next four years..."
http://www.abqjournal.com/abqnews/index.php?option=com_content&task=view&id=7666&Itemid=2
____________________________________________________________
[b]My questions to you are:
1. Might this be a possible trend? Do you think that other businesses who have 'outsourced' will follow HPs lead?
2. Will you be more inclined to buy an HP computer or printer, if your future tech support issues will be dealt with right here in the USA?
3. Why do you suppose HP chose Arkansas and New Mexico, and not somewhere else?[/b]
Thanks in advance for sharing your thoughts on this issue. I look forward to all of your contributions.
2 people like this
7 responses
@Destiny007 (5805)
• United States
20 Jun 08
Yeah I've talked to some of those techs before... try getting software verified after a reinstall and trying to talk to India to do it.
It took three hours, I was mad as hell, and Norton lost a customer... I now use free antivirus software that works just as well and uses about half of the system resources.
1. Might this be a possible trend? Do you think that other businesses who have 'outsourced' will follow HPs lead?
Yes... While I generally build my own pc's, I bought this last one because of price, and won't need tech support for it... however, I do check to see who handles the tech support before I buy, and I only buy from companies with US tech support.
2. Will you be more inclined to buy an HP computer or printer, if your future tech support issues will be dealt with right here in the USA?
Yes, answered in (1) above.
3. Why do you suppose HP chose Arkansas and New Mexico, and not somewhere else?
Cheap labor maybe... perhaps the people are more laid back and easier to deal with... or maybe they are easier to understand then say, someone from New Yoik... 
1 person likes this
@ladyluna (7004)
• United States
20 Jun 08
Hello Destiny,
How cool that you build your own computers!!! Hubby and I have romanticized about building our own 'honker' computer, but the sad fact is that neither of us has the time or patience to commit to it. So, from the sidelines, I'll cheer you on in your commitment. I've resigned myself that it's ultimately much easier to just buy one, all packaged up, and ready to plug-n-play.
Sorry, I digress! Anyway, 'parts may be just parts', though I imagine the same consideration of parts manufacturers comes into play if you buy 'bare bones' and build up from there. Tech support for the hardware components is probably an equally consequential decision, eh?
@Destiny007 (5805)
• United States
20 Jun 08
Well, I didn't build this one... I was a remanufactured eMachines that I got for a lot less than it would have cost to build one.
You might say it is a barebones in need of finishing as soon as I can afford it.
It does play one game I kind of like but it sure stresses it with the onboard video and smallish memory.
Once I upgrade those in both computers... the wife has an eMachines as well, we can both have a lot smoother gaming experience.
I never worry about tech support... if the part is good, then it works.
If it isn't then it gets RMA'd for a working one, and that may be the only tech support involvement.
Usually it is a customer service issue.
1 person likes this
@ladyluna (7004)
• United States
20 Jun 08
Thanks for the follow-up, Destiny!
I'm very fond of Tiger Direct, because you can always speak to someone here, about any hardware compatibility issues, before or after the purchase.
Anyway, back to the issue at hand: I've read several articles recently in Business periodicals, which indicated that the the high cost of fuel, coupled with the complaints about customer service, and US business giving up their competitive edge by having outsourced, -- that these issues would soon portend a shift to include more businesses setting up call center and tech support shop here in the USA. Do you believe that HP caved to pressure, or are they just protecting their bottom line, or both?
@baileycows (3665)
• United States
20 Jun 08
I work for a tech support company and have for 7 years. 3 years ago we decided to outsource our residential calls we went with a company in texas because we understand that people hate calling foreigners. To me this is not good customer service because you cant understand everything they are saying. I hope to see more companies following this lead it would be great and give America more jobs. I think they choose these states because of the standard of living. You can definitely pay someone in Arkansas less because the state is mostly rednecks anyway.
1 person likes this
@ladyluna (7004)
• United States
20 Jun 08
Hello Baileycows,
I applaud your company for choosing to source your call-center to a US firm.
This issue of tech support through the cloudy lenses of language barriers has been debated here almost as contemptuously as having to "press #1 for English".
If a business wants to be successful, and benefit from 'customer loyalty', then that business really does need to effort itself toward Customer Satisfaction.
As for 'Rednecks': Hey, if we didn't have Rednecks, then we also wouldn't have all those hillarious Redneck jokes, right??? Rednecks are OK in my book! So long as I don't hear the theme song from "Deliverance" in the background (chuckle, chuckle)
@baileycows (3665)
• United States
20 Jun 08
I was definitely not picking on Arkansas for being rednecks as I am from Louisiana and I have my baby's car seat strapped to the 4-wheeler headed to the Murango swamp ride. LOL! I am just joking, but yes even though I have found myself falling into these redneck joke categories you got to love them.
1 person likes this
@Taskr36 (13963)
• United States
20 Jun 08
I think a better question would be "Have you ever called tech support and NOT been transferred overseas?"
I am a computer tech, so fortunately it's rare that I'll need to call any tech support. When I do, it can be extremely frustrating. They insist on going through their long and ridiculous script even after I've spelled out the problem and the steps I've taken to resolve it. By the time I'm calling customer service, I've verified the part is malfunctioning and needs to be replaced.
I think the last time I called a tech support number was two years ago when my logitech keyboard and mouse combo was malfunctioning. Logitech had excellent customer service that sounded American and listened to exactly what I said, requested the part number of my item, and promptly informed me that they would be sending an upgraded model as a replacement since my part was discontinued.
Since most of my computer parts are ordered from newegg.com, I usually just get an RMA on their website, or if it is a special circumstance I'll call them and their customer service is excellent.
1 person likes this
@ladyluna (7004)
• United States
21 Jun 08
Hello Taskr,
Thanks for sharing! Yeah, the script is definitely annoying! Though, I'm sure that their technical writers have scripted the schpeel to the lowest common denominator. Meaning, that most folks who call tech support are probably not as computer proficient as you, or others may be. Though, I know what you mean. Those times where I have had to call, I always explain all of my 'process of elimination' diagnostics straight away. Even then, the script is followed. I figure it's part of their job description. And hey, I don't really mind the script if I can understand what's being said!
So, what do you think about HP bringing their tech support back home?
@SheliaLee (2736)
• United States
21 Jun 08
Goodness what a terrific discussion!! That has happened to me so many times, especially since I got my Dell laptop. It would be nice to talk to someone here in the United States. If I ever have to get another computer it does make me want to get an HP since they are going to do this. Thanks for the information!!
1 person likes this
@jonesy123 (3948)
• United States
20 Jun 08
So many businesses have customer service centers outsourced to India, Malaysia, etc., even the post office, lol. At the very least they should hire people who speak more than just a few words of English, and even if they do speak lots of English, speak it well enough to be understood. I know how hard it is being ESL myself, but boy I crinch if I have somebody like that on the line, especially when it is something technical. I even once knew more about the technical problem than the person supposed to assist me!
It's one thing wanting to save money, but it's another to completely alienate your customers because they rather throw the machine away than deal with customer service/tech support.
I prefer having them here in the US, although there is of course still no guarantee to get somebody knowledgeable or sufficient ESL to handle the call, lol. I prefer to keep jobs in the country, too, but it's also easier to get a supervisor with more knowledge. The out of the country ones have to refer back to a call center in the country, and then you have to go through explaining everything all over again...
Arkansas and New Mexico have been chosen because they are cheap, landwise to build, laborwise, too. There are probably major incentives involved for them as well. I heard AT&T is finally looking into building more centers in the US as well. The ones in India are not working out as well with the customers...
1 person likes this
@ladyluna (7004)
• United States
20 Jun 08
Hello Jonesy123,
Geesh, I hadn't heard that the USPS has outsourced overseas. Gotta' wonder whose hair-brained idea that was.
"... but it's another to completely alienate your customers because they rather throw the machine away than deal with customer service/tech support."
Man, oh, man -- I'm embarrassed to admit that I have SOOOO BEEN THERE!
@robehren (86)
• United States
21 Jun 08
Only every single time i have called tech support. It is definitely a trend. I don't particularly mind except that the accents are usually so heavy that I can't understand what I am being told. I am not an ethnocentric person, I just can't understand a heavy Indian accent. I have this same problem with my doctor and pediatrician. More concerned there though as it is important that I know how much medicine to give my toddler. Don't have a solution for this other than getting the government out of the business of regulating and taxing businesses until the go over seas.
@ladyluna (7004)
• United States
21 Jun 08
Hello Robehren,
Yup, the accents are definitely the problem. Though, I've had an equally difficult time understanding some folks from Boston, Cajun Louisiana, and the five burroughs of NY -- and I'm originally from NY (Upstate). So, I figure those folks from India and Malaysia probably have just as hard a time understanding us.
Having this accent barrier with a physician is a whole different animal!!! If worse comes to worse, we can always chuck the computer out the window -- not so of a physician. I can't imagine that the doctor would have a very good sense of humor about being tossed out the window! However, I can easily envision a pretty darned funny comic strip about it!
I really like your solution suggestion!!!!!
Though, if I might offer another: Legislate a 'loser pays all' law, like virtually every other nation on Earth, which does not suffer from our 'frivolous lawsuit' problem! American students are no longer flocking to medical schools because the government regulates the amount of money they can earn, what they can and cannot advise, and makes it far too easy for people who spill hot coffee in their lap to sue any business, any time.
Whew! That was quite a rant! I'm glad to have gotten that off my chest -- thanks!
@arkaf61 (10881)
• Canada
30 Jun 08
It does seem to be a common trend with some companies. I wonder if cheaper labor is the only reason, but from what I understand many people would be surprised of who is answering their tech support calls and where that person is.
It is not limited to computer hardware or services either, many businesses have their costumer service based in different countries - India being one of them that I know of.
Online tutoring services based in the U.S. have quite a lot of tutors from India I know that one for sure because I was looking for Math tutoring for my son and has a chance to talk to a few people.
Back to the discussion LOL
Personally if the responses I got from tech support were informed and helpful I really couldn't care less where the person given them to me is, however if we're thinking in terms of how many people need a job in here it would upset me.
