Call for service but can't understand the agent???

[R J]

The goal here is to restore jobs back here at home- not to be abrupt or rude to a foreign phone rep, but with our vast unemployment situation, it seems we should actively work at bringing jobs back to our own country, so please pass this on!    DO NOT DELETE BEFORE READING .

 

The gas company serving the area  where I live brought their call center back to Phoenix from India last year after numerous customer complaints.   What a difference now when you call them...and it created 300 jobs.

 

I know this works because they were so bad that when India answered I wouldn't even deal with them. I'd simply ask to be transferred to a supervisor in the U.S. and they would comply.  Now that I know it is the LAW - I will do it for sure Any time you call an 800 number (for a credit card, banking, Verizon, health and other insurance, computer help desk, etc) and you find that you're talking to a foreign customer service representative (perhaps in India , Philippines , etc), please consider doing the following:   After you connect and you realize that the customer service representative is not from the USA (you can always ask if you are not sure about the accent), please, very politely (this is not about trashing other cultures) say,  "I'd like to speak to a customer service representative in the United States of America ..."   The rep might suggest talking to his/her manager, but again, politely say, "Thank you, but I'd like to speak to a customer service representative in the USA.

." YOU WILL BE IMMEDIATELY CONNECTED TO A REP IN THE USA . That's the rule and the LAW.

It takes less than one minute to have your call re-directed to the USA .

Tonight when I got redirected to a USA rep, I asked again to make sure - and yes, she was from Fort Lauderdale .  Imagine what would happen if every US citizen insisted on talking to only US phone reps from this day on.  Imagine how that would ultimately impact the number of US jobs that would need to be created ASAP.  If I tell 10 people to consider this and you tell 10 people to consider doing this - see what I mean...it becomes an exercise in viral marketing

Remember............The goal here is to restore jobs back here at home - not to be abrupt or rude to a foreign phone rep.   If you agree, please tell 10 people you know, and ask them to tell 10 people they know....etc...etc     

[dragonslayer]

I totally agree.I spent an hour trying to get help with AT&T computer problem.Finnally got so p$%#ed I asked to be redirected to the US help desk.Got help quick and only took 3 minutes to fix the problem.Have had this happen several times,I even told the guy on the other end he need to learn how to do his job and to speak better English.Ijust wonder how many customers they loose over this.

[G-Man]

Not only do you get foreign customer service when dealing with these big companies, but you never get to speak to the same person twice.

Had an issue with a bank regarding our mortgage.  They added an escrow account to the mortgage that I didn't know about (7 years into the loan already).  1/2 my payment went to the escrow acct which left me short on the mortgage payment, again, I had no idea.  When I was several grand short on the mortgage, I finally got a late notice, but didn't know why.  I set up an auto pay thingie and they were getting paid every month.  This took months to sort out, speaking to different people every time I called.  I'd even take names and numbers, and still never got the same person twice.  But, due to several 30 day late notices, they messed up my credit a little.  And even though everything finally got settled, the bank wouldn't help with repairing the credit.

HSBC SUCKS !!!!!!!!!!!!

#HSBCSUCKS

[3fan4life]

The goal here is to restore jobs back here at home- not to be abrupt or rude to a foreign phone rep, but with our vast unemployment situation, it seems we should actively work at bringing jobs back to our own country, so please pass this on!    DO NOT DELETE BEFORE READING .

 

The gas company serving the area  where I live brought their call center back to Phoenix from India last year after numerous customer complaints.   What a difference now when you call them...and it created 300 jobs.

 

I know this works because they were so bad that when India answered I wouldn't even deal with them. I'd simply ask to be transferred to a supervisor in the U.S. and they would comply.  Now that I know it is the LAW - I will do it for sure Any time you call an 800 number (for a credit card, banking, Verizon, health and other insurance, computer help desk, etc) and you find that you're talking to a foreign customer service representative (perhaps in India , Philippines , etc), please consider doing the following:   After you connect and you realize that the customer service representative is not from the USA (you can always ask if you are not sure about the accent), please, very politely (this is not about trashing other cultures) say,  "I'd like to speak to a customer service representative in the United States of America ..."   The rep might suggest talking to his/her manager, but again, politely say, "Thank you, but I'd like to speak to a customer service representative in the USA.

." YOU WILL BE IMMEDIATELY CONNECTED TO A REP IN THE USA . That's the rule and the LAW.

It takes less than one minute to have your call re-directed to the USA .

Tonight when I got redirected to a USA rep, I asked again to make sure - and yes, she was from Fort Lauderdale .  Imagine what would happen if every US citizen insisted on talking to only US phone reps from this day on.  Imagine how that would ultimately impact the number of US jobs that would need to be created ASAP.  If I tell 10 people to consider this and you tell 10 people to consider doing this - see what I mean...it becomes an exercise in viral marketing

Remember............The goal here is to restore jobs back here at home - not to be abrupt or rude to a foreign phone rep.   If you agree, please tell 10 people you know, and ask them to tell 10 people they know....etc...etc     

In theory it is a great idea and I support it 110%.

However, in practice it is not always so easy.

I have had those people in India hang up on me more than once when I insisted on being transferred to the US.

Their idea of customer service totally sucks and they don't care.

[Wizzard]

I don't even mind them if I can understand them, but get real frustrated when I cannot. I hate saying "please repeat that" over and over.

[Patrick]

From the number of responses, I guess I'm not the only one with these problems.   

I've asked many times to speak to someone that spoke the Kings English and when I couldn't get anywhere told them right to transfer to someone in this country.

The last problem was with a computer virus company. They ended saying they were in the Ukraine and had nothing in the US. I cancelled their program on the spot.

[old2soon]

Been there done that. Oddly enough the T-shirt is coming from overseas.  My ex b I l was trying to add the baseball package to a cable deal and where ever he was talking to had no concept of American baseball much less the English language.  I do try to ask for someone conversant in the English language or someone whose first language is English. Globalization AIN' all it's cracked up to b!  RIDE SAFE.

[Wizzard]

I got a call once with that same accent asking me if I would like to contribute to the floods in Pakistan.
I told them I would love to but my hose wont reach that far. 

[WoodyFL]

I got a call once with that same accent asking me if I would like to contribute to the floods in Pakistan.
I told them I would love to but my hose wont reach that far. 

Love it!!!     

[Jess from VA]

My few talks with India I spoke with people who actually did speak the Kings (British) English very well, with a bit of accent and very polite, and who knew their subject matter (with one major exception).  On the other hand I have called US Fed and State and County services with notably inner-city speakers I could not understand very well, and/or who were somewhat dumber than a stump.  

Whenever possible, I try to contact private and G service providers by email and electronic means because it seems the ones assigned to respond on a computer are somewhat smarter than a stump (and I end up with a written record; unlike the telephone where once you hang up, it never happened).

With Verizon (who you cannot email), you can understand them, but some did not appear to have graduated Jr High (and enjoyed their chewing gum).  

[Patrick]

My few talks with India I spoke with people who actually did speak the Kings (British) English very well, with a bit of accent and very polite, and who knew their subject matter (with one major exception).  On the other hand I have called US Fed and State and County services with notably inner-city speakers I could not understand very well, and/or who were somewhat dumber than a stump.  

Whenever possible, I try to contact private and G service providers by email and electronic means because it seems the ones assigned to respond on a computer are somewhat smarter than a stump (and I end up with a written record; unlike the telephone where once you hang up, it never happened).

With Verizon (who you cannot email), you can understand them, but some did not appear to have graduated Jr High (and enjoyed their chewing gum).  

Well yep, thats true too.  talk with 3 government employees and get 3 different answers.

[Patrick]

Funny this was just brought up !  TV crapped out again, knowing its another junk cable box as usual. TWC is a terrible company with even worse equipment. I just refuse to hang a dish on the house so they are a necessary evil. But, that dish keeps looking better and better.

So I just removed the cable box to go and stand in line and trade it in tomorrow. The way we go thru these boxes they should come with zippers or velcro.

The wife calls the company and ends up talking with a nit-wit in the Philippines that had no idea what he was talking about. His final answer, to get another cable box or call for a repairman. Wow.

[fudgie]

I got a call once with that same accent asking me if I would like to contribute to the floods in Pakistan.
I told them I would love to but my hose wont reach that far. 

  

[fudgie]

On the way to Sturgis this yr we were taking a break in Ill and I said I'll call the hotel in Walcott IA Ive stayed at before and see if they have rooms. If not we would travel further as I was not giving Ill any more money then gas money. Lady answered and I couldn't understand her. I musta asked huh 50 times.  Finally I just hung up.

[Oss]

we always ask for a USA rep, even if the person in the Phillipines speaks english

Never had an issue except for occasionally they drop our calls

Here is one to remember if you are being yelled at or verbally abused by someone on the
phone

WHILE you are telling them to listen to you HANG UP
Then when they call yell at them for hanging up on you

THIS REALLY WORKS !

[Wizzard]

On the way to Sturgis this yr we were taking a break in Ill and I said I'll call the hotel in Walcott IA Ive stayed at before and see if they have rooms. If not we would travel further as I was not giving Ill any more money then gas money. Lady answered and I couldn't understand her. I musta asked huh 50 times.  Finally I just hung up.

Walcott?? I thought you went by way of rt 20?

[fudgie]

On the way to Sturgis this yr we were taking a break in Ill and I said I'll call the hotel in Walcott IA Ive stayed at before and see if they have rooms. If not we would travel further as I was not giving Ill any more money then gas money. Lady answered and I couldn't understand her. I musta asked huh 50 times.  Finally I just hung up.

Walcott?? I thought you went by way of rt 20?

Hit 380 to Waterloo and picked up 20 there. Only I/S we were on was from Peoria to watterloo

[cookiedough]

It maybe the law, but who is to say they will follow it and just say they will transfer you and then hang up thinking you got disconnected in the transfer is all?  Happens to me a lot. 


Maybe the company doesn't have an office in the US as well, am sure there are 100's of companies like that out there, more like 1000's. 

[vanagon40]

It maybe the law, but who is to say they will follow it . . .  ?

Not the law.  Snopes

[Willow]

What law? 

I understand the frustration and sometimes I get frustrated also.  I can't get on board with the self centered elitist attitude, though.

Think about this.  We live in a global economy.  If you don't believe me take a quick inventory around your house and see if you can identify how many things you've bought that were produced overseas.  That fellow in India (or the Philippines, or Bangladesh) that you're refusing to talk to needs a job just as bad, maybe worse that your next door neighbor.  He's likely feeding a family making a whole lot less and working a whole lot more than you do.

I'm not sure I have a real answer.  I want jobs to increase in this country but not at the expense of starving the rest of the world.  I work on a tech team that consists of people scattered all over this country and on the other side of the world.  Some of our meetings need to be done at 08:00 so our teammates can participate late in the evening at their own location.  The company I work for provides services for customers throughout the world.  I wouldn't feel very good if one of the foreign customers found out I am on the team and insisted on working with someone in Ceylon.

[Wizzard]

I don't mind if I can understand them and they know what they are doing? But seems so often that is not the case.  
So often they are reading from a script and know nothing else.