The business trend for the last few years has been to outsource the IT/customer service department to India. If you look at this site: you will see all the benefits outsourcing has to offer. However, after a recent experience with Adobe's customer service, I believe it does more harm than good.
I spent two hours on the phone talking to a John, Kevin, Sam, and Sophia, all of whom with American names and Indian accents. It was hard to communicate and I never felt like the person was actually listening to me. None of them could actually help me out with my software needs because they were reading a script and going through a list of pre-made questions (the same ones repeatedly from each person). When I finally asked if I could speak to someone else, they just simply transferred my call back into the system and had me repeat the whole process over again.
Customer service outsourcing makes it impossible for that company to be reached. I think it is unfair that a large business can be in America and hide in India. The next time I by any soft/hardware I will check where the IT is located in advanced and make sure that it is in America so that I can communicate with them better and so that our dollars stay in the country.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment