I used to work for a major computer manufacturer (would rather not say who) and our tech support was located in Turkey. It was such a pain in the butt to deal with as I worked there when they started this oversee's nonsense. Our customer service manager used to get tech support calls because our customers couldn't understand our tech support or they didn't know what to do. They were pretty much worthless and would issue an escalation case number to pretty much anyone so that they wouldn't have to deal with them. Anyways, I can't say this practice is streamlined at all but it does have its cost benefits, and that's what plays a big part in the corporate world (sadly enough...).

 

Unfortunately, a company has to weigh lost customers to business costs.

Think of it this way,

If a company outsources, of coarse some people are going to be unhappy with the service. But with business you always ask yourself "is this worth it"...meaning, when you do something does the return break even or does it go in your favor. As basic as that sounds, it applies to EVERYTHING. They figure a few lost customers is ok to have considering they save themselves so much by outsourcing. It simply is not worth it for a company to pay american payroll for such tasks.

It also saves companies a ton of money to make you push buttons to get to a particular branch of service. Rather then pay a bunch of operators to try and direct your call, they can buy a computer system that does it for them.

Corporate business is very difficult to understand their decisions...but believe me, they make decisions they need to make to stay afloat. It may not make sense to some, but to them it makes perfect sense.

I'll give you a brief example...

Ford pinto. Ford new the pinto had the fuel tank problem where if the car was rear ended, the tank would get pushed into the rear axle and cause a fuel leak. Now, that could of easily been fixed by putting a rubber blatter inside the tank. They figured it cost $11 to install the blatter. Thats $11 times a few million cars, so it was a big decision to make. They decided not to do it. And the reason they decided not to do it, was because it was cheaper to settle a few lawsuits then the millions of dollars it would of cost to install a rubber blatter. Now, from the companies perspective, that was the more wise choice. From our point of view, it sounds ludicrous, but those types of decisions need to be made in order for a company of that magnititude to stay alive. You can't let your company sink and loose all those jobs...

 

i know that dell used tooutsource to india, but to many complaints m,ade them think to bring it back to the US

 

Yup...it doesn't always work out...Dell is going to be heavy on basic tech support because of the nature of their business...after trying it they've discovered that the lost/dissatisfied customers is too great over the money they save...