WOW! Indian Virgin Technical Support are terrible! (and FTP access)

[Russ]

Originally Posted by frogstamper

In all honesty I don't see how that is relevant, for me its a question of understanding and being understood, not race.

I agree, a totally pointless and provocative comment.

[Chrysalis]

I can only say based on my own expierence.

my experience is that I struggle to understand indian based tech support and they defenitly struggle to understand me and ask me things like how to spell my name a very well known english name 'chris'. I find myself having to repeat things again and again.

Then of course I have to back up what ohers have said in regards to the rigidly sticking to scripts, VM probably see this as a good thing as companies love scripts. But it only results in failure demand (customers phoning back again) which eans the call centre demand is not all true demand.

A recent conversation with the CEO office they asked me to use tech support first before contacting them again and I gave my reason why I went straight to the CEO office on the complaint mainly in that I had no faith in tech support resolving it for the reasons above.

I have noticed indian based tech support for other companies can be superior to VM's so at least part of it is probably down to training, but I feel I would rather be in a queue for uk support then someone answering fast halfway round the world.

[Red Squirrel]

It would be awesome if VM did decide to have 100% UK call centres. I fear a problem I had a couple of months ago may have been cleared up without resorting to the CEO's office had I got through to UK call centres every time I called.

To me, India's biggest problem is sticking to scripts and lack of knowledge. On the rare occasion I got through to the UK I explained the problem and straight away we were talking about how to resolve the problem. Where as with India first you have to get them to ignore the "turn your modem on and off" script, then try and explain the problem and pray they understand.

[buba3d]

its only just a matter of time untill you get put through to a nigerian call centre

"can i have your account inforation"

*click*

[Bifta]

Originally Posted by buba3d

its only just a matter of time untill you get put through to a nigerian call centre

"can i have your account inforation"

*click*

*gooooooooodafternoon sir I am calling you from virgin mediaaaa*

[kwikbreaks]

.. and if you don't just hang up....

[horseman]

Do VM Business users get routed to an Indo-Asian offshore call centre?

Anecdotal:
1. In a past life whilst supporting HSBC datacentres in both Sheffield and India I once calculated our department spent 38% more overtime supporting the offshore centre than the UK one?
2. Around the turn of the millenium IBM resourced it's DB/2 (RDBMS) product's Centre of Competence from an IBM Lab in Toronto to India.... within a year it was forced by Corporate Customer pressure to revert back to Toronto.
3. As already pointed out some companies actively advertise(eg Nat West) that they only have UK based callcentres.

Tenuously circumstantial perhaps but a temptingly obvious conclusion can present itself...

...and of course the reverse can be argued as when I was freelancing I could earn obscene amounts correcting mistakes made by previous indigenous UK engineers only to be followed by my Indian colleague who corrected my occasional foo-pahs!