I hate India.

[misfit4leaf.livejournal.com]

Sir, I understand that $Site is being slow. What you need to understand is $Site is not owned by our company, so there's nothing we can do about it. I understand that there's a language barrier, but seriously? What part of "we do not own this site" do you not understand? Should I wave my magic wand and make it work for you? DIAF.

Comments

[erunamiryene.livejournal.com]

"Can't ... can't you call them or something? I mean, you're IT. Tell them to fix it."
"Um ... no."
"I'm going to put in that I'm very dissatisfied with how you handled this trouble ticket."
"You do that, GI Joe."

*headdesk*

[misfit4leaf.livejournal.com]

I actually sent the ticket up, so that the group that deals with the group in India can lay the smack down better than I can.

[erunamiryene.livejournal.com]

I keep getting engineers here wanting me to "call the bosses in Sacramento, you know they're just putzing around on these tickets to make our lives harder."

Yessir, our site leads in Sacramento have NOTHING BETTER TO DO than look at your ticket about how your VGA port on your docking station is screwed up, laugh maniacally while making the Finger Steeple of Evil Intent, print off a copy of your ticket, and pee on it. Literally. Seriously dude, that's what they do. Yeah. It's all a conspiracy against you. Especially since the monitor plugged into the DVI port still works. *eyeroll*

And that website that's not even owned by the Army that keeps not working and telling you that the error is with the site? Yeah, that's totally them, too. *headdesk*

[misfit4leaf.livejournal.com]

I totally feel your pain. We get obnoxious advisors that have million dollar practices who don't want to be billed for a call, and when you basically say "we have to set the ticket up this way, but if you want to dispute it, you have to wait for the bill to come through", they throw a temper tantrum and threaten to call the president of the company. It's like, what the fuck is that going to accomplish?

[erunamiryene.livejournal.com]

million dollar practices who don't want to be billed for a call

... Bzuh? OMG.

what the fuck is that going to accomplish?

I WILL FIND SOMEONE TO VALIDATE ME AND MY COMPLAINT, DAMN IT. SCREW YOU, YOU NO-HELPDESK.

(I actually had someone call me the no-helpdesk once. I laughed so hard I almost wet myself.)

[ace-brickman.livejournal.com]

I've been referred to as the help-less desk before... while I was in her AD account.. TEMPTATION!

[misfit4leaf.livejournal.com]

Oh man. You almost want to say "I have the ability to effectively lock you out of all of your systems, and here you are, calling me names...."

[notthebuddha.livejournal.com]

No, they expect us to program AROUND the bug to suit them.

This is hardly an unusual practice.

[misfit4leaf.livejournal.com]

Well, the retarded thing is that most of our tech support and resolver groups are here stateside. I seriously don't understand why we have this whole group in India.

[misfit4leaf.livejournal.com]

Well, even still, it doesn't take a tech genius to figure out that outsidesite.com is not ours, and therefore we can't help with any slowness issues. I mean, I guess we could contact that site's administrator and alert them, but that's really far outside of our scope of support.

[rfairney.livejournal.com]

Thats just scary... your own first level tech doesn't have the knowledge to know when something is someone elses problem :<

That said it does seem par for the course, our ISP puts us through to second level straight away nowadays, since we had to explain to first level once that their DNS servers not working for us WAS a problem, and "you don't need it" wasn't an acceptable answer.

[misfit4leaf.livejournal.com]

Well, the only reason I even sent a ticket to the 2nd level resolver group that deals with India is because I'm hoping that if someone's explaining why we can't fix a slowness issue with a non-company site, in their own language, it'll sink in.

[misfit4leaf.livejournal.com]

I get similar issues, usually with admin rights. Alot of people don't realize that no, they can't install stuff on their computers because they don't have admin rights, and no I can't give them admin rights, and no, I can't just remote in and do it for them. There's a reason policy exists, people. It's not not to make your life harder, we promise.

[darkmattr.livejournal.com]

It's getting less cheap, they are asking for almost half of what American companies get now.... I love doing tech support FOR india.

[hotclaws.livejournal.com]

It failed disasterously in the UK.Nearly everywhere advertises UK phone support now.

[siliconshaman.livejournal.com]

Except certain banks that were in the news recently for basically flushing away a few billion quid of our money... they still have call centres in India and appallingly bad customer service.

These facts are not necessarily unrelated.

[misfit4leaf.livejournal.com]

I wish they would realize that while yeah, they save money by outsourcing, but their customer service suffers because most people are often cranky when their technology isn't working, and then you throw in the language barrier and the difficult to understand accent, and it makes it all worse. Hell, I get pissed off dealing with India and I'm not even an end user.

[siliconshaman.livejournal.com]

Yeah, but that would require that upper management join the dots between bad customer service and customer retention and the all-holy sacrosanct bottom line...

They kinda get so mesmerised by saving money, that they don't see that actually they're losing it because people leave to go with someone who has better customer service.

[wibbble]

That means nothing - lots of financial services companies have 'UK only call centres' who don't actually action anything you call them about - it goes through to an off shore processing team.

I know that when Scottish Widows started this, their off shore team couldn't even do change of addresses correctly because they didn't understand the UK address formats.

That's not to say 'h-yuk, dem Indians is thick' - it's a training issue. No one wants to spend money training these people because 'they're supposed to be cheap'. Just devalues everyone.

[photosinensis.livejournal.com]

They're learning, slowly. I worked for a company that did the outsourcing thing, got terrible reviews and then pulled the one competent dude from India and brought him here, then hired an all-American support staff.

[rfairney.livejournal.com]

Awesome for the one Indian guy with the clue :>

Also... If he answers calls do people ask to be put through to the US much, I can imagine people thinking "oh, accent, they've outsourced"

[photosinensis.livejournal.com]

This guy was so upper level support he was never on the phones, but rather preventing disasters before they happened.

[notthebuddha.livejournal.com]

What does this have to do with India?

[misfit4leaf.livejournal.com]

The person I was talking to was in India.

[notthebuddha.livejournal.com]

I blame England for being too soft on them.