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melbalalala
Little Lady
Member since 5/07 5014 total posts
Name:
Melissa
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RANT: Offshore customer service centers!
First, let me say that I am ALL FOR companies cutting costs in any way that they can. And part of this is out-sourcing jobs... which I fully agree with.
BUT having foreign customer service reps overseas is by far one of the most stressful things for a consumer ever. Whether it's the cable company, cell phone company, travel companies, etc. it is always a headache!
Im booking a trip to Vegas (mostly through the internet, but using points and other things have required me to make some calls) and speaking to foreign customer service reps abroad for Delta and Orbitz has been a NIGHTMARE.
They don't understand what I'm saying i.e. "Can that award ticket be put on hold" reply: "Oh you want to book it? Great, you have enough miles"
They have no authority to do anything "You send me that coupon code today and it says it was expired on Monday, I think you need to honor that". "I will note that the coupon code doesn't work"
Bad phone connections, thick accents, and no real knowledge of the product is NOT a good way for a company to cut costs.
Ahhh that felt good....
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Posted 7/2/08 11:29 AM  |
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Long Island Weddings
Long Island's Largest Bridal Resource |
Beth
The Key to your new home....
Member since 2/06 24849 total posts
Name:
Beth
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Re: RANT: Offshore customer service centers!
I have to add- being called ma'am when I am already upset
adds to my anger!
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| Posted 7/2/08 11:33 AM |
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SweetTooth
I'm a tired mommy!
Member since 12/05 20105 total posts
Name:
Lauren
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Re: RANT: Offshore customer service centers!
It can be really difficult and frustrating. My company outsourced our help desk to India and if you have a problem other than needing to reset your password, its very hard to get them to understand what you need. I know many people who have hung up on them out of frustration.
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| Posted 7/2/08 11:34 AM |
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MrsRbk
<3 <3 <3 <3
Member since 1/06 19197 total posts
Name:
Michelle
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Re: RANT: Offshore customer service centers!
My husband got a letter in the mail from his CC for suspected fraud activity, so when he called the next day, he got someone obviously offshore. My DH is a little hard of hearing to begin with, mix that with a very thick accent it was very frustrating for him. Not only is it very hard to understand these CS people, they speak SO fast it makes it next to impossible to understand what they are saying.
I work in the IT field, 90% of the people in my office are from India, I find it very frustrating to have a conversation because they speak so fast I have no idea what they are saying. Someone left me a VM message the other day when I was out of the office and I couldn't understand a word, not even the phone number they called me from within our building. Needless to say, I haven't returned that call.
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| Posted 7/2/08 11:38 AM |
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seaside
LIF Adult
Member since 6/08 3101 total posts
Name:
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Re: RANT: Offshore customer service centers!
ITA. I mean, how frustrating is it to go into a detailed explanation of something and as you're doig it, you're thinking "he has NO idea what I'm saying."? 
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| Posted 7/2/08 11:45 AM |
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JP826
=)
Member since 9/06 10903 total posts
Name:
Me!! All about ME!
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Re: RANT: Offshore customer service centers!
This is why I cringe when I have to call DELL customer support.
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| Posted 7/2/08 11:49 AM |
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MarisaK
HELLO Manolo !!
Member since 5/06 14562 total posts
Name:
Marisa
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Re: RANT: Offshore customer service centers!
This is why my company keeps us in the US -
They won't even move the Securities people out of NY !! -
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| Posted 7/2/08 11:56 AM |
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MrsPJB2007
MBA at your service!
Member since 7/06 12020 total posts
Name:
MJ
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Re: RANT: Offshore customer service centers!
my dad got so frustrated one time that he actually told them "do me a favor--transfer me BACK to someone in AMERICA cause i just can NOT understand you"
they did---and the u.s. rep said "omg I know how frustrating it is--i'm so sorry"
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| Posted 7/2/08 12:01 PM |
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HeatherRose
Life is Good :)
Member since 11/07 6605 total posts
Name:
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Re: RANT: Offshore customer service centers!
uhhh I hate this, Dell is probally th worst b/c they cannot transfer you to anyone else, you have to hang up and call back!
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| Posted 7/2/08 12:45 PM |
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Celt
~~~~~~~~~~
Member since 4/08 7758 total posts
Name:
colette
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Re: RANT: Offshore customer service centers!
I always giggle when the person answers, you KNOW you've reached someone in like, New Delhi, and they start the call by saying "Hello, this is BRIAN, how may I help you today?"
Their aliases are always super-American sounding names, makes me laugh!!!
I've had good results with Dell, though, and terrible results with all other offshore CS operations.
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| Posted 7/2/08 12:55 PM |
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yankinmanc
Happy Days!
Member since 8/05 18208 total posts
Name:
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Re: RANT: Offshore customer service centers!
This as backfired in a big way in the UK, most companies sent their support to India and in the end, a large percentage of them have come back to using UK Call Centres (I know, I recruit for them) I am recruiting for one at the moment and we receive close to 100 applicaitons a day, people at home want the jobs, these companies shouldn't be outsourcing, it doesn't work.
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| Posted 7/2/08 2:02 PM |
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LIMOMx2
...
Member since 5/05 24989 total posts
Name:
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Re: RANT: Offshore customer service centers!
OMG! I hate this too. Esp when trying to call Lingo or Vonage
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| Posted 7/2/08 2:08 PM |
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MrsR
My love.
Member since 5/05 6247 total posts
Name:
Jennifer
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Re: RANT: Offshore customer service centers!
If you ask for an american rep they will give you one - I have had to do it before...I usually feel bad asking, but sometimes I feel there is no other choice.
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| Posted 7/2/08 2:10 PM |
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Reese32
LIF Adult
Member since 7/07 3631 total posts
Name:
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Re: RANT: Offshore customer service centers!
I used to work in IT, and calling Dell was the absolute worst. We'd all make announcements, "OK, I'm calling Dell, I won't be available for 45 minutes or so!"
Sometimes I'd call up knowing exactly what was wrong, but needed them to send a technician to replace a part or something; I'd have to go through their whole script with them before they'd send someone.
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| Posted 7/2/08 2:18 PM |
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melbalalala
Little Lady
Member since 5/07 5014 total posts
Name:
Melissa
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Re: RANT: Offshore customer service centers!
Posted by MrsR
If you ask for an american rep they will give you one - I have had to do it before...I usually feel bad asking, but sometimes I feel there is no other choice.
I never knew this..!
Knowing my luck I would ask and the person would said "uhh I am American" 
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| Posted 7/2/08 3:09 PM |
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Blazesyth
*yawn*
Member since 5/05 8129 total posts
Name:
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Re: RANT: Offshore customer service centers!
Posted by Reese32
I used to work in IT, and calling Dell was the absolute worst. We'd all make announcements, "OK, I'm calling Dell, I won't be available for 45 minutes or so!"
Sometimes I'd call up knowing exactly what was wrong, but needed them to send a technician to replace a part or something; I'd have to go through their whole script with them before they'd send someone.
Even if you get someone from the US they'll still make you do that. It costs them to send a part so they make sure you have done it all first before sending. I usually just start the conversation saying that I've done A,B,C,D because i know they are going to ask for it.
And I also never call; if you goto support.dell.com there is a link to chat support. Much easier and faster.
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| Posted 7/2/08 3:36 PM |
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MrsRbk
<3 <3 <3 <3
Member since 1/06 19197 total posts
Name:
Michelle
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Re: RANT: Offshore customer service centers!
Posted by Blazesyth
Posted by Reese32
I used to work in IT, and calling Dell was the absolute worst. We'd all make announcements, "OK, I'm calling Dell, I won't be available for 45 minutes or so!"
Sometimes I'd call up knowing exactly what was wrong, but needed them to send a technician to replace a part or something; I'd have to go through their whole script with them before they'd send someone.
And I also never call; if you goto support.dell.com there is a link to chat support. Much easier and faster.
Yes, but if you are the average joe sitting at home and your computer goes down, you need to call. I always HATED when I had to call Dell.
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| Posted 7/2/08 3:38 PM |
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Wendy
Wheeee!
Member since 5/05 13736 total posts
Name:
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Re: RANT: Offshore customer service centers!
At my job, our first level IT support is offshore!!!! Totally annoying!!!!
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| Posted 7/2/08 5:15 PM |
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mommy2bella
Where does time go?
Member since 12/05 9747 total posts
Name:
Kelly
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Re: RANT: Offshore customer service centers!
Posted by SweetTooth
It can be really difficult and frustrating. My company outsourced our help desk to India and if you have a problem other than needing to reset your password, its very hard to get them to understand what you need. I know many people who have hung up on them out of frustration.
my company JUST did this and didn't tell anyone. I thought our IT department was difficult before, it took them 45 minutes just to realize that I needed to reset my password.
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| Posted 7/2/08 5:23 PM |
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