Wednesday, November 11, 2009

Poor IT Customer Service

In a way to reduce cost, major IT companies have outsourced many jobs abroad. No doubt, such jobs now provide bread on the table for millions of Non-American families. From highly skilled to mere customer service jobs, they continue to move them across the borders in search of cheaper labor. Speaking of customer service, are you satisfied with the technical skills of these people? Would you rather wish to chat with an expert than someone with a degree in mass communication?

After several complaints from online computer users, I decided to go on a mission myself. First, I picked an HP server problem. I contacted HP customer care and within seconds, I was onto a customer care agent who told me her name was Peyton. I set down the problem and asked for troubleshooting help and the rest of the story was sheer madness. To cut a long story short, eleven customer care agents with American names (we all know they are not American) attended to me over a space of four days without resolving the problem. It was a complete waste of time.

Outsourcing or no outsourcing, that is not for me to judge. All I am trying to say is that computer users with problems should be able to get straight troubleshooting and product supports from customer care centres. Big computer names like Dell, Acer, Apple Mac, Nokia and a host of other IT giants have a lot of work to do in this regard. IT savvy staff and not a bunch of "journalists" should mount customer care centres.

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