I don't think anyone here cares about one's accent, national origin, or how much they cost, either. They just expect to receive customer service when they call customer service. I think the main problem with the overseas places isn't intelligence or technical ability - it's cultural. There are things people of every culture take for granted, and its difficult for people to receive customer service that isn't to the level they have come to expect from that culture. So the mix of different expectations, and the difficulty in training one to a different spec than they've grown up with, can often be the root of the problem.
Rick ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thomas Altamore Sent: Thursday, July 13, 2006 11:38 AM To: [email protected] Subject: Re: OT - BMC-Remedy Tech Support Rant ** James, Bamba is definitely someone who will go the extra mile. But I still find that most every support person some kind of accent. Maybe its because I speak in my native Brooklynese. All kidding aside, it bothers me that in some of these posts I am seeing references to accents and money. I think that the truest nature of the problem is being avoided. Its not so much that its all that cheaper, in fact its not, and in most cases outsourcing hurts the company both financially and professionally. But what are they to do? After all, we have been producing almost illiterate high-school and college students in this country. In fact just recentlt in NY State, the Regents Diploma requirements are going to be dumbed down yet again. The propsal is now that instead of passing all subjects with the abysmal 65%, it is proposed that students should only have to pass 5 out of 8 tests. Oh yes.... and passing would be 55%. The fact is that Dublin has an eager and well educated work force eager for jobs, and they speak proper English... much like in India. Maybe NY's Bored of Edjamuckahun could learn something from them, and its not just NY, its a national problem. OK thats' my rant for today, why should Claire have all the fun. Best Regards, Tom >>> [EMAIL PROTECTED] 07/13/06 2:13 PM >>> ** Warren: I agree with your comment on Bamba...One who actually will bust their butt to keep you happy. Same with Alfred. As to Countrywide, I always dealt with the local office. I told them that was their area. Either they fix it or my business (and loan) go elsewhere. Since I was on a VA loan, they were very friendly (yes, you can get them removed and quickly.) James McKenzie ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore Sent: Thursday, July 13, 2006 10:41 AM To: [email protected] Subject: Re: OT - BMC-Remedy Tech Support Rant ** Well, I'll chime in here. I have dealt with overseas from time to time (not very recently though). The last time I did, it was a licensing issue and I was dealing with a malaysian support center. The lady was VERY helpful and very quick. That being said. In the last couple of years, I have noticed a steady slide in support from BMC. It is no where near what used to expect in the days of Remedy (pre dead bird). That is not to say that I have not had good experiences (yay Bamba!). Nor have a majority of my experiences been "bad". They have however been mediocre. And that is with the US call centers. Moving support to a global effort is not neccesarily a bad idea. It's how you approach it. What many companies have experienced is due to a number of things. Poor planning when preparing to switch, and a lack of commitment by the company contracted to do the work. (Dell I believe made both of these mistakes). Recently, I received a call from an Indian Call Center that is contracted with my mortgage bank (Countrywide). They thought that I had not payed my mortgage. (I had). Thanks to the Internet, I was able to pull up my records and see that the payment had been submitted, but that the bank had accidently put against principal and not the June payment (it arrived 5/29). Since this had happened before, I knew what the situation was. However, the woman on the other end refused to listen. she just kept repeating her lines over and over. It wasn't until I demanded a US based manager that I got it straightened out. Bottom line, if your looking to save a few bucks, and you do it wrong, your going to lose so much more in customer good feeling.... On 7/13/06, Rick Cook <[EMAIL PROTECTED]> wrote: You know, I'm glad that technically, 24x7 support is available, but I'd love to hear from someone that they received support from the overseas support centers that even resembled in quality that which we usually get from the mother ship. My own experiences haven't been that positive, but I don't want to assume that's the norm without further input. Rick ________________________________ From: Action Request System discussion list(ARSList) on behalf of Sanford, Claire Sent: Thu 7/13/2006 8:16 AM To: [email protected] Subject: Re: OT - BMC-Remedy Tech Support Rant ** James, I pay over 63K a year. Sure that includes upgrades to software and patches and technical support. It is also basic support. We had express and (small brag) because I called for support so infrequently, it was determined that we could save money and do with the Basic plan. I am also in the Healthcare industry... where we bill $100 and get reimbursed by the government $25.00 so tell me where the value in that is??? "You get what you pay for" is a tired and way over used cliché! ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Thursday, July 13, 2006 10:12 AM To: [email protected] Subject: Re: OT - BMC-Remedy Tech Support Rant ** Tim: What level of support are you paying for? If it is Express or higher, you have it. Basic is Prime Period Maintenance. And support is changing at BMC. To put it another way, you get what you pay for. James McKenzie -----Original Message----- From: Action Request System discussion list(ARSList) _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
