Sacramento Republicrat: I Am Sure Somebody Is Gonna Call Me Racist...

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February 04, 2006

I Am Sure Somebody Is Gonna Call Me Racist...

Ok, I have an issue with our US based companies farming out or having their technical support departments in other countries. Simply for one reason. The majority of the individuals cannot speak English.

For the most part, I rarely need to call tech. support as I can handle most situations myself. However, the other night I had an issue with a wireless pc card/router conflict. So I called Linksys tech support. After waiting on hold for about ten minutes, I get a guy who answers the phone that clearly speaks VERY broken English and with a hard East Indian (?) accent. He says "Thank you for calling Linksys Technical Support, this is Bob, how can I help you?"

Ok, first issue:
Use your real name. It was almost amusing to hear this guy try and tel me he was a "Bob". This guy ended every sentence with "Ok, tell me". It was very annoying. After being on the phone with him for almost an hour, he was not able to resolve anything. I finally had to play trial and error and I finally resolved the issue myself.

My second issue:
If you are going to deal with English speaking individuals, then they need to be able to carry on a conversation. My point is that if he could have spoken better English, we probably would have been able to communicate better and possibly been able to resolve my issue.

I realize that companies can save big dollars by moving their Tech. Support to other countries, but not at the expense of their customers.

I have always been a HUGE fan of Linksys but unfortunately will be questioning whether or not I will choose Linksys when making my next network purchase.

Technorati Tags: Technical Support , Linksys

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Comments on I Am Sure Somebody Is Gonna Call Me Racist...

You are not being racist at all. You are simply demanding a certain level of customer service.

As a consumer, it is not unreasonable to expect those who are paid to assist you with technical problems to at least be able to effectively communicate with you. No matter how technologically savy they may be, it doesn't matter if their limited understaning of english prevents them from using that knowledge to help you fix your problem.

This is not a race issue. It is a poor customer service issue. And in an industry where such support is important, companies like this are going to lose customers.

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