any petitions to keep apple CS in US?

mercury7mercury7
Posted:
in General Discussion edited January 2014
I was very dismayed to read the headlines today....moving customer service to India is a disaster in the making...anyone that has dealt with dell or any other company with customer service in India will tell you it is horrible...speaking with people with barely a grasp of english pronuctiation with fake names like John. If there is a petition out there please post a link so I can sign it.

sad sad day
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Comments

  • Reply 1 of 24
    chris cuillachris cuilla Posts: 4,825member
    Ummm...merc...I hate to be nit-picky...but if you are going to post a complaint about someone's English skills...you probably ought to scan your post for typos, spelling and capitalization errors.



  • Reply 2 of 24
    mercury7mercury7 Posts: 203member
    I figured that was coming lol but thats ok,

    this time next year you will start seeing the result of this. Scott
  • Reply 3 of 24
    mdriftmeyermdriftmeyer Posts: 7,503member
    Where do you get the idea that Customer service is being shipped to India?



    Quote:

    Apple sets up tech support center in India



    Apple has decided to set up a massive technical support centre in India, reports India Times. Apple will hire 1,500 people by the end of this year, and 3,000 by the end of next. The facility will be Apple's first support center outside of its Cupertino, California headquarters.



    India has over 1 Billion citizens and over 300 Million middle-class professionals. This is larger than the population of the U.S. alone.



    This is a smart investment to grow market share of Apple products for Indian citizens. It makes sense to have Indians support Indian customers.
  • Reply 4 of 24
    macroninmacronin Posts: 1,174member
    I have been using Apple computers since the Apple // series, never once have I needed to call Customer Support...



    (said with enough common sense to knock on wood afterwards...)
  • Reply 5 of 24
    mercury7mercury7 Posts: 203member
    actually that was a very nice post....it's a nice thought to think you may never need to call them...silver lining
  • Reply 6 of 24
    dansgildansgil Posts: 62member
    Just because they're in India, it doesn't mean that they can't speak English, or aren't as helpful.
  • Reply 7 of 24
    mercury7mercury7 Posts: 203member
    call Dell sometime
  • Reply 8 of 24
    onlookeronlooker Posts: 5,252member
    Quote:

    Originally posted by mdriftmeyer

    Where do you get the idea that Customer service is being shipped to India?







    India has over 1 Billion citizens and over 300 Million middle-class professionals. This is larger than the population of the U.S. alone.



    This is a smart investment to grow market share of Apple products for Indian citizens. It makes sense to have Indians support Indian customers.



    You don't get it. We believe Apple support is completely moving to india. Just like DELL.



    http://www.macworld.com/news/2006/03...ndia/index.php
  • Reply 9 of 24
    macroninmacronin Posts: 1,174member
    It is all part of the "Switcher" program...



    So when some former PC lunkhead runs into a problem that could be solved with a little common sense calls in, they feel cofortable because they hear a familiar voice...
  • Reply 10 of 24
    mr. dirkmr. dirk Posts: 187member
    Quote:

    Originally posted by onlooker

    You don't get it. We believe Apple support is completely moving to india. Just like DELL.



    http://www.macworld.com/news/2006/03...ndia/index.php



    I might be concerned, but CFO Peter Oppenheimr at the Morgan Stanley conference (linky) seeemed to frequently point to Apple's strong cusstomer support ratings as the crux of their success, so I'ld like to believe that they wouldn't sacrifice quality.
  • Reply 11 of 24
    mercury7mercury7 Posts: 203member
    thanks for the link onlooker...I was just reading through the comments there and apparently there are lots of people that are thinking what I was, like i started with...this is a sad sad day for apple...and done right after consumer reports gave them the best rating,
  • Reply 12 of 24
    mercury7mercury7 Posts: 203member
    Mr. Dirk, it has been proven that every single company that has exported customer service to India has had their CS rating go down, perhaps it is a language barrier, I don't know but it is a fact.
  • Reply 13 of 24
    wilcowilco Posts: 985member
    Online petitions have shown to be slightly more effective than wishing on a star.
  • Reply 14 of 24
    onlookeronlooker Posts: 5,252member
    Quote:

    Originally posted by wilco

    Online petitions have shown to be slightly more effective than wishing on a star.



    If someone started one I would sign it in blood if I had to. If that's what it took to keep CS here - so be it.
  • Reply 15 of 24
    rocjetblue320rocjetblue320 Posts: 35member
    Quote:

    Originally posted by dansgil

    Just because they're in India, it doesn't mean that they can't speak English, or aren't as helpful.



    Yes it does
  • Reply 16 of 24
    mike egglestonmike eggleston Posts: 720member
    Quote:

    Originally posted by dansgil

    Just because they're in India, it doesn't mean that they can't speak English, or aren't as helpful.



    Have you ever dealt with HP?? It is an absolute nightmare. And it is primarily because they do not speak English well. It is about communication, not location. The locals at the Customer Service desk need not only be able to speak the language, but also need to understand it. That is why CS in India is a bad idea.
  • Reply 17 of 24
    dansgildansgil Posts: 62member
    But, if Apple insists that CS reps can speak english very well, the support may be good. Does anyone know exactly what these reps will be used for? Maybe they're only for Indian customers.



    As long as Apple keeps up its high level of service, I'll be happy.



    -DG
  • Reply 18 of 24
    19841984 Posts: 955member
    This will likely be a third party company contracted out by Apple to run the support center in India. It's always fun to talk to someone you can't understand, who doesn't understand you, who doesn't know the product and is simply reading off a script. I've been through this plenty of times, most recently with Sirius in attempting to get my service reactivated. In addition to the quality of support dropping lets not forget we also have even more American jobs being outsourced. It seems we can't do anything for ourselves anymore.
  • Reply 19 of 24
    akacakac Posts: 512member
    Actually Apple has specifically said that they are adding Indian support to the mix. Not moving US support to India. And they are adding staff in the US too.



    Also Apple has specifically said these will be Apple employees - not outsourced.
  • Reply 20 of 24
    robin hoodrobin hood Posts: 513member
    Apple is not getting rid of their support staff in the USA or Ireland; in fact, they're hiring more people here. And their support staff in India will be Apple employees, not outsourced support.



    Perhaps the petition should be renamed to "I want Apple products to be more expensive."



    You guys don't get that Apple needs to be competitive, especially now that they are trying to expand their market share.
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