Doesn’t that involve a pretty substantial security risk? I mean you’re making financial records and information on citizens available to people who can be bought cheap. *THIS* scares me as it’s a recipe for identity theft on a grand scale.

Same thing with companies offshoring their internal help-desk. These are people who have access to names/addresses, etc of US citizens.

Just food for thought.

You cant take take take and not give anything back and not expect to pay a price………

When my bank in the UK shipped customer support offshore, i shipped my money to another bank who re-invested back in the UK economy (i speak to people in the UK when I call my bank).

I also make damned sure wherever I work I do my absolute best to make sure that my team and the people I work with are the best, and hopefully the last they would want to offshore. Lazy and sloppy UK workers are prime targets to be offshored as the QOS wont drop by such a large degree.

However, the people at the top of these companies do not care about the countries that they were born in, grew up in, and have built their companies for them. Sigh

The last attempt was about two months ago, when one of the managers said “I’m just going to have them delete the (three) seperate accounts you have out there and create one new one.”

Two months ago.

To All major tech companies. When you ship jobs overseas you screw yourselves. We can’t take you seriously when you hire people who don’t even reliably speak English to support the Americas. (Hiring Europeans to support Europe and Pacific Rim people to support their regions is one thing.)

I also happen to know of at least one BIG deal IBM is going to lose out on as soon as I push the article you’re talking about in front of the right people. EMC will be a shoe-in for the business. Doesn’t pay to alienate the techies. Some of us take this whole recession thing pretty seriously, and it’s obvious by the fact that companies are STILL shipping our jobs overseas that the big companies..well….don’t.

I hate to sound protectionist, but our economy kind of needs a little protecting right now.

Keep in mind that emails fly far and wide when a Sev1 goes out, and they will all have your name on them.

But it gets the job done, and also gets you the hot transfer to a living, breathing, if not necessarily thinking, person.

I’ve found this works very well for me, not only for EMC, but any of the vendors that allow online ticketing. I’ve often been directly bounced to 2nd level support without even having to talk to the front line “have you plugged it in” flunky. I hardly ever get the guy who has to push it to backline engineering because he doensn’t know.. (but everyonce in a while I’ll run into the “config nazi” where I have to argue that it’s been working like that for 2 years configed like this and I won’t be able to change that value because it’s going to require downtime)

What really annoys me is that for the sev 2 call back is basically always 2 hours. I understand that 2 is the SLA max limit for that type of case, but why is it *always* 2 hours. Not an hour, not a hour and half, but two the exact limit of the SLA. I hate opening up a sev 1 without actual downtime, but sometimes I can’t wait for two hours to get a script fixed when I have a limited time maintenance window.

Also I use my sales team very well when I have a problem, something really bad happens… I open a case then I call my SE, sales guy who shakes all hell and creation for me on the backend. It’s amazing what happens when a sales guy see’s his account at risk due to bad support (i.e. EMC tech when adding drives plugged it into in the wrong DA line, terminating it incorrectly… not a good time). Additionally since support can sometimes go off and be a black-box while they “work on it” for a couple of hours, they keep me informed on the progress of things happening internally. Which keeps my management off my back, since I have something to tell them.

What the hell, I have a dozen extra blades, so screw it. I’ll mention it the next time my rep comes by, and he’ll get it fixed…but I swear IBM support has gone down the toilet the last couple of years….when I can understand them clearly enough to hear the flush that is (all of these guys named steve sure have a THICK indian accent).

I’m sorry to hear you’re having that much grief out of EMC though, my support from them has actually been (surprise) better this year than last.

In this particular case everyone goes through the same support lines and gets the same triage, so the PS guy and the CE get queued in behind the customers and so forth.

In their defense, this is why the triage guys have it so rough. It’s left up to them to decide which ones know what they’re talking about and which ones are simply trying to sound like they do.

Ubelievable!

I usually detest opening support calls