Data Storage - Quantum's deceptive tactics

Author

Quantum's deceptive tactics

igorschein@gmail.com

2005-08-19, 5:48 pm

Hi,

I have had a multitude of problems with my superloader L600. I call
Quantum tech support under a warranty contract quite often. As of
recently, all superloader support has been outsourced to India. The
way I found out was every time I call, a person speaking with an Indian
accent would pick up. The thing that bothers me a lot is that every
time he/she would introduce him/herself using an American name. Once
someone picked up and said "Quantum support, Sanj...", then a pause,
then "... Joe speaking". So, clearly Quantum is instructing their
India-based support staff to use made-up American nicks, which
Sanjay/Joe hesitantly confirmed. Maybe it's just me, but I resent
that. If Quantum thinks it's in their best business interest to
outsource their support, I can respect that, but I find the deceptive
tactics unacceptable. Maybe what they do is legal, but in my book it's
unethical.

Just thought I'd share that with fellow Quantum customers.

Igor

robertwessel2@yahoo.com

2005-08-19, 5:48 pm

igorschein@gmail.com wrote:
> Hi,
>
> I have had a multitude of problems with my superloader L600. I call
> Quantum tech support under a warranty contract quite often. As of
> recently, all superloader support has been outsourced to India. The
> way I found out was every time I call, a person speaking with an Indian
> accent would pick up. The thing that bothers me a lot is that every
> time he/she would introduce him/herself using an American name. Once
> someone picked up and said "Quantum support, Sanj...", then a pause,
> then "... Joe speaking". So, clearly Quantum is instructing their
> India-based support staff to use made-up American nicks, which
> Sanjay/Joe hesitantly confirmed. Maybe it's just me, but I resent
> that. If Quantum thinks it's in their best business interest to
> outsource their support, I can respect that, but I find the deceptive
> tactics unacceptable. Maybe what they do is legal, but in my book it's
> unethical.
>
> Just thought I'd share that with fellow Quantum customers.

This is OT, but the practice is universal with Asian call center
outsourcers. A positive aspect is that it gives the typical caller a
name they can actually pronounce, write down, etc.

And made-up names are at least somewhat common in U.S. call centers as
well. Certainly anyone with a hard to say/pronounce/spell name will
get one.

Scott Howard

2005-08-20, 2:46 am

robertwessel2@yahoo.com <robertwessel2@yahoo.com> wrote:[vbcol=seagreen]

This is very common, and makes perfect sense as in the long run it makes
_your_ life easier. When you ring back and want to talk to the same person
do you think you're going to find it easier to remember that you were
talking to "NagaPrasanna Krishnamoorthy", or that you were talking to
"Chris" ? Ditto for email addresses - the chances of you mistyping
NagaPrasanna.Krishnamoorthy@company.com is much lower than getting
Chris.Naga@company.com wrong.

In many cases the names aren't "made up" as such - in many countries people
have a different "english" name (China being one which springs to mind).
In other cases the name they use will be a simplified (to a westerner)
version of their name.

There's a completely different trick which some call centres do -
especially outgoing call centres - where the people pick a new name
each day/call. This is a very different thing, and I'd strongly suspect
that's not what Quantum (or any other support vendor) is doing.

Scott

2005-08-21, 7:46 am

Le 19/08/2005 22:42, igorschein@gmail.com nous fit savoir que :

> I have had a multitude of problems with my superloader L600. I call
> Quantum tech support under a warranty contract quite often. As of
> recently, all superloader support has been outsourced to India. The
> way I found out was every time I call, a person speaking with an Indian
> accent would pick up. The thing that bothers me a lot is that every
> time he/she would introduce him/herself using an American name. Once
> someone picked up and said "Quantum support, Sanj...", then a pause,
> then "... Joe speaking". So, clearly Quantum is instructing their
> India-based support staff to use made-up American nicks, which
> Sanjay/Joe hesitantly confirmed. Maybe it's just me, but I resent
> that. If Quantum thinks it's in their best business interest to
> outsource their support, I can respect that, but I find the deceptive
> tactics unacceptable. Maybe what they do is legal, but in my book it's
> unethical.

Hello,

This is a very common practice for outsourcing centers, whatever the country.
Customers are tought to prefer to speak with someone with a "common/usual" name
rather the a name of a foreign type.
Here in France, several call centers have been moved to North Africa. But the
guy picking up the phone still introduces himself as "Paul" or "Jean".
I personnaly think this is a bit weirdo but from a business point of view, it
makes sense. I just hope those guys do not turn schizo too often. ;-/

fx

--
This message transmitted on 100% recycled electrons.

Ramesh Pun

2005-08-21, 8:45 pm

I guess its all good, as long as there is only one person using that name in
the call center.
That is just in case something goes wrong, and I tell my sales rep that Joe
provided me the wrong answer, my sales rep here in the US should be able to
go back and find out who Joe is.

"fx" <fx@pouet-pouet.tralala> wrote in message
news:43085cd3$1@ac-versailles.fr...
> Le 19/08/2005 22:42, igorschein@gmail.com nous fit savoir que :
>
>
> Hello,
>
> This is a very common practice for outsourcing centers, whatever the
> country.
> Customers are tought to prefer to speak with someone with a "common/usual"
> name
> rather the a name of a foreign type.
> Here in France, several call centers have been moved to North Africa. But
> the
> guy picking up the phone still introduces himself as "Paul" or "Jean".
> I personnaly think this is a bit weirdo but from a business point of view,
> it
> makes sense. I just hope those guys do not turn schizo too often. ;-/
>
> fx
>
> --
> This message transmitted on 100% recycled electrons.