I started in this biz in the mid-1980s as a computer salesperson at Tandy Computers (Radio Shack in the US). Back then, there was no such thing as a technical support department we could fall back on – everything was done by you. As the salesperson, you not only sold the stuff, but you also installed it, taught people the basics of how to use it and yes, became the tech support for not just the hardware but also the software.
Consequently, you had to become conversant with at least the Big Three product families of the day (which to a large degree still reign supreme) and that is the database, word processor and spreadsheet – or in my case specifically, filePro 16, Scripsit , VisiCalc and later Multiplan or Lotus 1-2-3.
Later, I had a software importation and distribution company for early Windows (3.1) and Mac computers and so had to support the programs we wholesaled, as dealers would simply pass the buck.
All this is to say I understand the importance of support, and I’d go as far as saying that bad support can lead you to losing a customer forever.
Following the Script
Which brings me to today specifically.
Now I have no issue with Australian based companies, or the Aussie arms of international companies doing all they can to minimise costs, but when will they learn that employing overseas call centres with staff whose first language is not English is just bad form and downright ridiculous.
I stress it is not the support person’s fault; they are doing the best they can under the circumstances. But when you get to the point of frustration and simply hang up, that assists no-one and just leaves a bad taste in everyone’s mouth. And doesn’t solve the immediate problem of course.
Yes, I know they have to follow a script (because they are told to), but if am asking if a particular device supports such and such a thing as it doesn’t seem to be working as I’d thought it would, I don’t want to be asked where I purchased it from.
And that alone took me four goes to figure out just what the hell I was being asked!
Nor if I am checking on a firmware version number should I need to answer if I am on a laptop or PC, and how old is it.
Or finalkly, who is my NBN provider!
But eventually I did hang up after being told I was being put on hold for a moment and 5 minutes later, was still waiting.
At no time did I lose my cool, become abusive or vent frustration, so I suspect my opposite number in the Philippines (or wherever), got just as exasperated as me and simply gave up trying. They didn’t need the grief either, and I can understand that.
There is a Better Way
As I said, I know companies do this is in the hope of saving money, but I’d venture they would be far better off in the long run employing locally trained people, or at the very least, people whose first language is English so that both ends are not trying to decipher just what we the other is talking about.
Will I buy from this company again? Probably not. And no, I won’t name them so don’t ask.
What experiences do you have in this area? Leave your thoughts in the comments below.