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Thread: When the hell did BT start using Indian call centers for Broadband support?!?!

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    Almost in control. autopilot's Avatar
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    Angry When the hell did BT start using Indian call centers for Broadband support?!?!

    O.....M......G...... words can not describe how mad i am right now

    I got my BT Broadband home hub today and I have not been able to connect all day (which i am sure is down to the line length, but that’s another story).

    So I called BT Broadband help, only to find it was an Indian call centre. Now i don't like Indian call center’s anyway, just a simple banking query can be a nightmare, but ADSL tech support - WTF?!
    Now don't get me wrong, i have nothing against the good folk from India, but i could barely understand what she was saying and likewise i had to repeat stuff over and over for her. She was clearly just reading off standard Q&A's of a screen an obviously knew next to nothing about ADSL (or anything PC related in fact). If i asked anything mildly technical (in fact if i asked anything at all) she just went silent for about 5 seconds and then just carried on what she was saying before as i never asked anything! She was not being rude, in fact i felt quite sorry for her, she just did not have the faintest idea.
    So i had no option but to hang up and try again, but the next girl was even more useless.

    I spoke to an Irish lad earlier in the day, so i just hope to god that the Indian centre is only used after normal hours and that i can talk to someone in the day time who might have a clue.

    If anyone ever wanted proof that BT where going to the dogs, there it is right there. I know BT are cutting corners right now, but I am in absolute disbelief. Shocking.

    Sorry, i just had to get that off my chest guys. That was the worst customer service experience i have had in years. If i don’t get to talk to a proper BT employee in the UK soon they can have this Home Hub back (which looks like a very cheap and plasticy storage heater). Really, i am not racist, but i detest cheap foreign call centers (and BT) even more now.

    Rant over.
    Last edited by autopilot; 06-10-2006 at 09:42 PM.

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    Comfortably Numb directhex's Avatar
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    Quote Originally Posted by autopilot View Post
    When the hell did BT start using Indian call centers for Broadband support?!?!
    Friday, 7 March, 2003

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    Does he need a reason? Funkstar's Avatar
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    I know exactly what you mean about Indian call centers Dom.

    I've called O2 a few times recently and they are UK based, they even tell you that before the first automated options. John Lewis Partnership cards used to use an indian call center, but have changed back to UK based, things are much much easier now if i ever have a weird problem with my credit card.

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    DILLIGAF GoNz0's Avatar
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    it seems to be hit and miss with india or not, i just keep calling back till i can understand who is on the other end,

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    HEXUS.social member Agent's Avatar
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    Quote Originally Posted by autopilot View Post
    Really, i am not racist, but i detest cheap foreign call centers (and BT) even more now. .
    Race really has nothing to do with it, if you can’t understand someone; you can’t understand them – regardless of where they are, or what race they are.
    We have recently been through something similar with BT. They have been screwing the bill up (line rental), but getting anywhere with them is just utterly impossible.
    By looking into it though, it’s going to be better for us to loose the phone line, and just have broadband from Telewest.
    My mom is the only person who uses the phone in the house. She has a mobile, and I can set a VOIP on the connection – she won’t know the difference. That will save us a fortune in line rental alone.
    Quote Originally Posted by Saracen View Post
    And by trying to force me to like small pants, they've alienated me.

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    Flat cap, Whippets, Cave. Clunk's Avatar
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    I agree, its nothing to do with racism. If they (BT or anyone for that matter) employ foreign call centre workers, the least they should do is make sure they can understand and be understood. If i ring the NTL tinternet call centre and i get someone that doesnt speak good English, i just ask them to put me through to someone that speaks good English, and i see no problem with that, especially as they are charging 0870 rates for the service.

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    Almost in control. autopilot's Avatar
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    The thing is that a simple billing or account query i could maybe just about live with, but a highly technical broadband related situation - it's simply imposible. Getting over the language barrier is one thing, but i actually felt like i was helping her. I tried to explain all the stuff that i went through with the Irish lad to her, so we could try and some how start off when i left him earlier in the day, just went striaght over her head and she started reading the same thing off her screen.

    BT's recorded message before they answered was... "We are sorry but we are very busy this morning [although it actualy 8pm]. We will place you in a que and answer your call as soon as a representitive is available, but it may help if you call back later".

    It should have been... "We are sorry, but your call is about to be answered by someone who has absolutly no idea about what you are about to ask about and wont be able to understand what you are saying anyway. It would probably be more helpful to ring your dead grandmother".

    BT just lost a customer tonight, i wonder how many customers they will lose before they realise what an insanely ridiculous and absurd idea this is?

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    Almost in control. autopilot's Avatar
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    Quote Originally Posted by Agent View Post
    Race really has nothing to do with it
    I know, it's just I sometimes sadly feel you need to add a disclaimer on anything that might be construed as criticism of anyone who is not white English in this day and age, but thats another topic for debate.

    Anyway, it's not really the language issue so much as the simple lack of basic knowledge regarding the subject of your query. I never expected to ever get through to an expert, but this is crazy

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    Homestarr Mod
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    dell has some bad overseas call centers as well. luckily I have a direct business line. but if i get passed to the outside of the UK ones i just put the phone down after similar experiences

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    Comfortably Numb directhex's Avatar
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    Quote Originally Posted by 5cupa View Post
    dell has some bad overseas call centers as well. luckily I have a direct business line. but if i get passed to the outside of the UK ones i just put the phone down after similar experiences
    IME, dell's "basic" support is indian - the business support (or "gold" support on home kit) is irish.

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    HEXUS.social member Agent's Avatar
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    Its annoying, as you can get the nicest person in the world on the phone, but cant understand them.
    I had this with Dell too when they sold the 19” TFT’s at the wrong price not too long back. Phoned a few times to chase it up. Got an Indian bloke who said I must have got the price wrong. Explained I had a screenshot. He gave me his personal Email to send him a copy too. Next day, the order was processed.
    What a legend.

    Over email, you wouldn’t have known you were talking to someone outside the UK. But on the phone, it was just a nightmare. Really can’t take it out on the person the other end though, they are only doing a job.
    Quote Originally Posted by Saracen View Post
    And by trying to force me to like small pants, they've alienated me.

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    Wow, could BT go down further?

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    curse the bt home hub, i got rid of it 2 weeks after having it, first of all i couldn't make any phone calls without dialling the area code first, even though it was a local call i was then being charged at the national rate, also i wasn't recieving any of my phone calls from family and friends, some poor guy from kent called george was getting them instead lol ,when i was using the old bt voyager modem i was getting connected at the full 8mb broadband, with the home hub i couldnt get my connection any higher than 5.6mb ,on the note of indian call centre's i seen bit in the news yesterday that indian call centre's where selling people's bank and credit card account details for £8 a go, now if that doesn't make you feel insecure about indian call centre's i dont know what will, i personally dont think i could ever bring myself to hand over any details to these call centre's again after seeing that.

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    Senior Member ExceededGoku's Avatar
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    I never have and never will, I basically give them the details so that I can speak to them and thats it... nothing more nothing less .
    It looks like we are all well racist but I do understand what you all mean, we pay for the product expecting prompt support but we just can't understand them or they just don't have a clue...
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    Quote Originally Posted by directhex View Post
    IME, dell's "basic" support is indian - the business support (or "gold" support on home kit) is irish.
    You're stuffed either way then, hahahha...

    ...

    If you choose BT, you can't expect earth shattering customer service.
    To err is human. To really foul things up ... you need a computer.

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    Comfortably Numb directhex's Avatar
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    Quote Originally Posted by yamangman View Post
    You're stuffed either way then, hahahha...

    ...

    If you choose BT, you can't expect earth shattering customer service.
    i've only ever had good dealings with dell ireland (or dell usa, on the occasions they've not had an expert on my specific issues in-house in ireland)

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