Re: Quantum's deceptive tactics

I guess its all good, as long as there is only one person using that name in
the call center.
That is just in case something goes wrong, and I tell my sales rep that Joe
provided me the wrong answer, my sales rep here in the US should be able to
go back and find out who Joe is.


"fx" <fx@xxxxxxxxxxxxxxxxxxx> wrote in message
news:43085cd3$1@xxxxxxxxxxxxxxxxxxx
> Le 19/08/2005 22:42, igorschein@xxxxxxxxx nous fit savoir que :
>
>> I have had a multitude of problems with my superloader L600. I call
>> Quantum tech support under a warranty contract quite often. As of
>> recently, all superloader support has been outsourced to India. The
>> way I found out was every time I call, a person speaking with an Indian
>> accent would pick up. The thing that bothers me a lot is that every
>> time he/she would introduce him/herself using an American name. Once
>> someone picked up and said "Quantum support, Sanj...", then a pause,
>> then "... Joe speaking". So, clearly Quantum is instructing their
>> India-based support staff to use made-up American nicks, which
>> Sanjay/Joe hesitantly confirmed. Maybe it's just me, but I resent
>> that. If Quantum thinks it's in their best business interest to
>> outsource their support, I can respect that, but I find the deceptive
>> tactics unacceptable. Maybe what they do is legal, but in my book it's
>> unethical.
>
> Hello,
>
> This is a very common practice for outsourcing centers, whatever the
> country.
> Customers are tought to prefer to speak with someone with a "common/usual"
> name
> rather the a name of a foreign type.
> Here in France, several call centers have been moved to North Africa. But
> the
> guy picking up the phone still introduces himself as "Paul" or "Jean".
> I personnaly think this is a bit weirdo but from a business point of view,
> it
> makes sense. I just hope those guys do not turn schizo too often. ;-/
>
> fx
>
> --
> This message transmitted on 100% recycled electrons.


.

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