|reply to jc100 |
Re: All comes down to...
said by jc100:Last year I needed to do a warranty exchange for a Kindle. Called Amazon Kindle support (off-shore, of course) and spent 45 minutes on a call that should have taken 5.
Please refrain from the judicious use of the word support. I neither consider nor make valid claim that off shored lackeys with an elementary grasp of the language constitute more than a warm body with an American Name. These individuals offer little to no assistance beyond a prescribed script.
Heck, one day I called Acer to get help and the lady asked me five times in a row How I was doing. When I brought up that I'm fine for the 5th or so time, she lost her place, and proceeded to ask again. Thus, a 30 second resolution (warranty adjustment) with a native English speaker took a good fifteen minutes with this woman.
You get what you pay for Corporate America.
Why did it take so long? Well apparently, the replacement order would not go through because the "support" rep only entered 4 digits for the zip code and the credit card would not verify. Of course she does not tell me this until the end of the call....
Mary Esther, FL
..and let's not forget, we love china, too we gave them our jobs!
|reply to crazyk4952 |
If you think that's bad, the same woman told me after asking where I lived (Houston at the time), we do not have a House-Town in Bombay, India. I said ma'am, that's fine but I'm not concerned about Bombay. I need you to adjust my warranty.
I think companies either want to frustrate you into hanging up or make the experience so undesirable you never call back again. I'm not sure which scenario is most accurate. However, I try to make a point to buy from companies that still use local support.
APC Batteries last I checked.
Logitech - I love them!
Microsoft - Last I checked
So on and so forth. I'd rather meet incompetence in my native tongue (English) where I can escalate the call than meet the wrath of a foreign speaker who has no clue how to do either,
And strangely enough, Lenovo (for Think branded products) seems to still be in Georgia...