I’m not necessarily against outsourcing, and I have a lot of friends who are Indian, but I too felt irritated that every time I needed to call Earthlink support, I had to talk to someone in India. I think I’ve figured out why. To locate the support organization offshore sends a message to the customers that the company cares more about the bottom line than about customer satisfaction. It might be different if their support system was effective, but in my experience, it wasn’t.

I love your blog, by the way.

Thanks for the kind words about the blog.

I agree.  All the people I talked to from India were very nice and tried to be as helpful as possible.  But it wasn’t until I raised hell and got to an upper level tech that something got done, and it got done within 20 minutes start to finish.  I’m sure had the right person been on the phone the first time I called, it would have been fixed then, and I wouldn’t have had to go almost two days without internet service.

It does indeed send a message that the bottom line counts more than good customer service.

Cheers–

MRE 

Hi John–

I didn’t know I was a widely-read blogger.  And I’m sure they wouldn’t have given a flip.

Cheers–

MRE 

Quoted for truth!