I would like to talk to someone who does not have much accent so I can understand..

[*Fantasia*]

I was with Norton360 pretty much all morning. I'm already ticked off because I am getting run arounds.. explaining myself over and over again.
But the most thing that really urks me is that.. they have deep accents to where I have to have them repeat themselves twice.. three times and still half the time I still can't understand them.. I'm just like. "ok.. ok.. ok.."

If companies are going to have a base somewhere besides U.S, they should at least hire folks that can speak English without communication barriers. I have nothing against any race.. My point is that.. they hire people who can't speak without heavy accent and it's a problem to some of us.. like me.

I was this close to telling the lady if I could have another representative to help me cause I can't keep repeating myself to repeat herself. Time wasted and it is annoying when you are hearing their voice, but you can't understand a word they are saying.. Please don't shoot. I am sure some of you have been there where communication is a problem. I am by no means can speak perfect English or has no accent whatsoever cause I do.. but for companies who has to work with public.. it's an issue.

 

[swald91]

I feel your pain...nothing more frustrating than not being able to understand someone on the phone whether it's b/c of their accent, bad connection or just not getting what they are saying!

 

[pooh6890]

I have had the same problem. I had to call Norton Anti-Virus two times because they automatically renewed programs on my daughter's computer programs. I spent more time trying to understand what the person was trying to say then actually getting the problem taken care of. It's frustrating.

 

[jlewisinsyr]

Ditch Norton, go install Microsoft Security Essentials and enable your Windows Firewall (and router as applicable).

Norton and similar are just way too bloated and will slow your machine down.

 

[ilovepcot]

A few weeks ago I was "attempting" to speak with someone on the phone and had the very same problem...could not understand them due to such a thick accent. The bad thing is, *I* have a very slow southern accent and as I was trying to explain that I couldn't understand them, I realized I was getting louder and slower and slower and s-l-o-w-e-r. Must have been a mess for them, too. Finally, out of frustration, I explained I couldn't understand them and hung up.

 

[*Fantasia*]

I have had the same problem. I had to call Norton Anti-Virus two times because they automatically renewed programs on my daughter's computer programs. I spent more time trying to understand what the person was trying to say then actually getting the problem taken care of. It's frustrating.

Lol.. Exactly! I am so glad that I am not the only here who feels that way. What could be worse if they didn't speak English at all!!
They really need to sreen them because it is making the customers even more frustrated when they arleady are having problems or issues with whatever it is.

 

[JoanGirardi]

When I have to get help for something on the computer, I always look for the "internet chat" option now. It's in real time, just like phone help, but much easier for me and the tech on the other end to understand each other! I'm a big fan, because I have had some nightmare phone help conversations due to the language/accent barrier.

 

[bicker]

Ditch Norton, go install Microsoft Security Essentials and enable your Windows Firewall (and router as applicable).

Norton and similar are just way too bloated and will slow your machine down.

Customer service quality, including the extent to which customer service personnel are expected to communicate without difficulty with customers, is a reflection of how much we're willing to pay. Take a look at the Budget Board for some insights into the answer: "Not much!"

 

[jlewisinsyr]

Customer service quality, including the extent to which customer service personnel are expected to communicate without difficulty with customers, is a reflection of how much we're willing to pay. Take a look at the Budget Board for some insights into the answer: "Not much!"

I could go on and on regarding this. People want bigger seats in planes, but not willing to pay for First. They want great customer service, but shop at Walmart and Target. Blah, blah, blah...the old saying, you get what you pay for could not be more true.

 

[PeterPan09]

Honestly, that's one of the reasons I changed from PC to Mac. The help line for Mac is based in California, and I only had to call them ONCE. I don't need an anti-virus program, so I don't have to deal with that either. I had a Dell and calling their help line made me completely nuts.

 

[jlewisinsyr]

I don't need an anti-virus program, so I don't have to deal with that either.

Keep believing that...MACS are not immune, they're just not as big a target, yet. Recently there has been more activity in this arena, they're just doing their best to keep it low key.

 

[PeterPan09]

Keep believing that...MACS are not immune, they're just not as big a target, yet. Recently there has been more activity in this arena, they're just doing their best to keep it low key.

and when the time comes that I do need one-it will be from Apple and if I have questions I will call the same nice people in California that I called that one time.

Happy now?

 

[Handbag Lady]

I just say, " I'm sure you are very nice, but I simply cannot understand you. May I please get another service person?"

 

[Acklander]

I work in a job where I talk with people from all over the world. Fortunately I'm talking with them face to face (which helps some); I couldn't imagine doing this over the phone. The funny thing is, the one that I have the hardest time with isn't a foreign accent but with the folks from Louisiana. Between their Cajun accent and my Boston accent we spend a lot of time saying "what?" back and forth. It's almost comical as you'd never know we were both speaking the same language LOL

 

[DISshopkeeper]

I read/heard somewhere recently that you are "entitled" to ask to speak to someone in America.

I have not had a chance to try this out, though....

 

[bicker]

You're actually not entitled to anything of the sort, in any blanket manner.

Some industries or context have specific requirements, but nothing across-the-board like you suggested.

 

[LiLIrishChick63]

i have the same issue.

a few weeks ago i called the company that i got my computer from because i needed more memory for my desktop. i had to "special order" it because my computer was apparently "ancient"(7 years old) so they sent me to customer service and they were centered in India.

i couldn't understand a word the guy on the other end was saying, he couldn't understand me, and i was on the phone at least an hour trying to just get a memory stick for my computer.

then when i finally asked to be transfered to someone who spoke English more clearly, they gave me to someone with an accent just as thick.

i was so frustrated by this time that i told the "Supervisor" off, saying that i don't understand if this is an American based company why they would have the customer service center located in India and then i just hung up.

i ended up getting the memory about a week later in the mail tho. however....something went wrong when i tried to install it, and my motherboard fried...and since like i said my computer was ancient, they didn't sell the motherboard for it anymore.

so i had to go out and buy a laptop, and i'm still putting off calling them back so i can return the memory card that i can't even use now.

 

[bicker]

Providing customer service from India offers substantial cost advantages over providing customer service from the United States, since the average wage there is very small fraction of what it is here... so small of a fraction that that cost advantage more than makes up for the losses in sales due to customers being unsatisfied with customer service delivered from India. Amazing, I know, but very true.

 

[LiLIrishChick63]

Providing customer service from India offers substantial cost advantages over providing customer service from the United States, since the average wage there is very small fraction of what it is here... so small of a fraction that that cost advantage more than makes up for the losses in sales due to customers being unsatisfied with customer service delivered from India. Amazing, I know, but very true.

i know they do it for money reasons. but sometimes i think people just don't realize that it's such an inconvenience....nor do i think they care. remember that old saying "you catch more flies with honey than you do with vinegar"

i would never tell anyone to buy an HP computer ever again because the customer service is just so horrible.

 

[bicker]

i know they do it for money reasons. but sometimes i think people just don't realize that it's such an inconvenience....nor do i think they care. remember that old saying "you catch more flies with honey than you do with vinegar"

They do realize, and they do care, but they weigh the alternatives, and India still often comes out on top. The point I was making is that assuming that the companies making this decision are missing something or are callous is wrong. I've been there and seen some companies make this decision based on firm and clear understanding of the whole situation. The cost advantage is so substantial that it overwhelms the advantages that would stem from what you've termed as "honey".

i would never tell anyone to buy an HP computer ever again because the customer service is just so horrible.

I would never tell anyone to buy an HP computer because the engineering is so horrible. By the same token, I will recommend Dells, whether customer support is in the US or India.