Apple to set up tech support centre in India?

[paulharrop]

Oh Blimey just like Dell!!!

http://www.hindustantimes.com/news/1...9,00020020.htm

[Currawong]

Don't tech support calls already go to India?

[purana]

Yep calls already goto Bangor and have done so for atleast nearly 1.5 years.

[Jaffa]

Infact, just a few weeks back i called apple and i had to speak to an indian... bloody hell, they couldn't understand me properly and were asking me continuously to repeat what I had said...

[Goodbye]

Originally posted by purana@Feb 18 2006, 04:01 PM
Yep calls already goto Bangor and have done so for atleast nearly 1.5 years.

Bangor is a place in Wales, and in the US.

Bangalore is in India, and is where the calls go to

[purana]

Originally posted by Goodbye@Mar 8 2006, 10:18 AM
Bangalore is in India, and is where the calls go to

Thats the place.

Its been in place for a good 2 years, as its been nearly 2 years since I left my old company and having to deal with the indian morons who basically use a script for dialog.

[mechcon]

not to sound like a hatemonger... but seriously... why not have employment staying in australia?

this is why capitalism fails... its more about money, than the people, as opposed to keeping it at an equal balance... or maybe im ranting on..

working in universities does that to me :P

[iSlayer]

Originally posted by mechcon@Mar 8 2006, 12:46 PM
but seriously... why not have employment staying in australia?

costs them alot more to have people in aus.
all about money

as others have said its no suprise and no different as apple have had call centers in india for ages now

[nateb]

you only have to look at the way anz's customer service has gone since it started using an indian call centre

[Gerbils]

I unfortunately have a mobile phone with 3 and their tech support is in India. I called 6 times in a week and couldn't get my problem sorted out.

Keep call centres local!

[Senna]

Didnt i read recently that IBM ran some Apple call centres in QLD?

Dont they have a call centre at Sydney head office?

Anyone bought AppleCare Protection Plan and happy with the tech support they get?

[mechcon]

oh noes, it costs too much to have the actors on mcleod's daughters, lets use film studios in india *rolls eyes*

[jesski]

I think it sucks. When I need help with something, the last thing I need is to have problems trying to understand what someone is saying. I called up apple recently about buying applecare as mine expired the next day. I was put on hold for 40mins ON MY MOBILE with one guy. In fact, I think I had to call about 6 times that day. The people on the other end couldn't understand what I was saying, and I couldn't understand them either. How is this useful??

All I needed was ONE person who could communicate with me clearly. I think while it may save them money, it's nothing more than frustrating for the person on the other end.

ps it's not just apple, I've had these problems with other companies like optus.

[Ozi]

Apple Customer Care is based in Sydney.
Apple tech support, warranties, and Applecare support are all based out of India.

[purana]

Apparently my company I work for has some people based out of india, and well umm some big american customers have stated that they dont want india people to work any cases, let alone any call takers outsourced in india to deal with them. They want to deal ireland, usa or australian support centres only.

So some cases for customers like this end up in queues labelled as such... NI_BLAH (NI = non india)

haha

[Blades]

I read an article recently saying with the technology we have in the developed countries, we should be able to be more productive than under-developed countries where workers are happy with $0.10 / hr or whatever they get. We just have to use our brains and develop ways to be more productive using our better technology, than throw more man power at it.

You'd think that an Australian based call centre would process more calls and have a much higher call resolution level, than an Indian based one. Thus resulting in happier customers. This is the reason (or at least one of them) that I am canceling my American Express Card.

Put half the number of operators than the Indian call centre, and pay the Australian Centre double as they'd be able to process the same number of calls. But I suppose that only means they get $0.20 / hr then :P