The Baron explains it all in "Five Days in Cyber-Limbo." Following up on the topic of foreign tech workers, I found this part of his discussion educational (bold added):
Most of the time I had to talk to representatives in India or Bangladesh, with those thick Bengali accents that are so hard to understand. Sometimes, if I was lucky, I got to talk to an American. And the Hispanics were OK — their English was very good, with just that mild south-of-the-border accent that we’re all used to, and they seemed knowledgeable and intelligent. But mostly I had to talk to Bangladesh.
During the last such call, I put the representative on notice that if the site wasn’t back up today, I would demand that the ticket be escalated so that I could talk to someone whose native language was English, and who could really fix the problem. Thank the Lord, that didn’t become necessary, and I think I may finally be out of Tech Support Hell.
It helps your customer service if the tech support is from a country that doesn't define "merit" as cheating better than the other students and whose primary qualification is more than just being the manager's cousin.
Amen.
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