Telephone support desks

I’m normally very tolerant of telephone support desks – even those that have been contracted out to hapless call centers in India. (There’s nothing wrong with them being in India, par se, just that often the company gets so excited about saving money by contracting out they forget about service quality and making sure the telephone operators are sufficiently trained and empowered to be able to help.) Nevertheless a new level of incompetence has stretched my patience.

For the last couple of days I have picked up voicemails from an Indian-sounding lady claiming to be from “First line support” wanting to contact me in relation to a password-reset inquiry. She keeps asking me to give the helpdesk a ring but has not once told me the telephone number, let alone the name of the company or product/service this is in relation to. Which is most unhelpful because I haven’t the foggiest idea what this is about. There’s no caller ID recorded either so I actually have no way of getting in touch.

Anyway her most recent voicemail threatens to “close the call” as they’ve been unable to make contact. Sigh!

I’ve now changed my voicemail greeting to include a special message for this call centre…

UPDATE 21 Sep 2006 Apparently the helpdesk was the IT support desk of Logica, a company I last worked for in 1998… I rang up and explained this to them but they were unable to help (different helpdesk operator and I couldn’t make out the name of the one who had called me). Apparently my name is no longer on their system and they can’t search by telephone number so they can’t find out who they were acctually trying to contact. So I have to wait for their next call attempt and hope I catch it before it hits voicemail…

1 Response to “Telephone support desks”

  • Apple are using an Indian call centre to support their exploding Sony battery recall programme.

    Overall it’s been a very smooth operation. A couple of weeks after I’d submitted the serial number of the offending battery, the UPS man came nocking with my replacement  and took away the old one. Fine.

    The next day the UPS man brought a second battery which is odd because I only have one laptop and one battery.

    The battery came in a little box, with all the kit to send a defective battery back. There was a little booklet that exhaustively explained how to package the defective battery and return it safely. There was also a number to call for support.

    I called the number and was greeted by a charming Indian woman. I’m not sure if it was the quality of the line (which was very poor) but she seemed to have great difficulty comprehending the situation. I think that she only had access to the same information printed in the little booklet I held in my hand. I asked her if it was possible to speak to someone or get a message to someone who was managing the logistics of the recall to let them know that they had been sending out too many batteries, but she said that would not be possible.

    The only other number was for arranging for UPS too pickup the dud battery. I called them and their answer was that “if you didn’t pay for it, you may as well keep it”.

    So now I’ve got a spare battery for my PowerBook G4 and since apple will probably never know about the duplicated deliveries as no one can contact them, I’m probably going to be able to keep it.


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