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Outsourcing: A long-distance nightmare
Posted March 9, 2007

Allison Farole
Web Editor

The Internet to me is my communication tool. For the hectic college lifestyle this is the quickest way for me to set up appointments, say hello to friends, do research and of course browse through the inevitable MySpace, Facebook and those hilarious YouTube videos.

At times I thought my life would be nothing without the internet, then that unfathomable day occurred and I lost my means of communication.

I quickly tried every self help tool in Microsoft known to man. Too bad every tool that could be helpful required access to the Internet. Interesting!

Finally the time came, I had to call the 8-7-7 number to India for help. I had this notion that it would take a few switches here, a little patience there and voila, magic! The Internet would turn back on.

I listened to a few recordings stating that the call center was under high volume and the next available tech rep will be available shortly and to please wait patiently.

Ahhh…my favorite word, “patiently.” I was definitely patient. I paced across the roomed, cursed a few times and finally I was welcomed by an actual human being.

His name was John, ironically. In his struggling English with his thick Indian accent he gradually asked for my information and the problem.
I turned a few switches here, unplugged a few plugs, and plugged them back in, when suddenly my line went dead.

“Hello? John? Hello?”

I continued for about another 15-seconds when I finally hung up.

At this point I had reached a state of anger. All I wanted was my Internet to work. No big deal, no hassle—right? Wrong!

For the second time I dialed again, to come across the voice of a young lady. I could hear about every other word due to horrific static. I checked to see if my cell phone was getting poor reception—nope four bars going strong.

After about two minutes of talking to her, I couldn’t handle the static any longer. I asked her if she could switch phones, she said no and kept repeating the commands.

At this point I was furious. I told her to please call me back on a better line.

Her response, “If you don’t like it then hang up and try again.”

Fabulous!

I sat there contemplating my next move. Should I call back or wait until I calmed down?

Even though I just returned from India not even three months before I had suddenly developed a new grudge toward them.

It’s not their fault; it’s corporate Americas’ fault. But as a consumer I would hope that I would be given full respect by all communication sources.

They ask for your information, such as phone number and email address. However, after both tech reps rudely disconnected me, no one called me back.

The only thing I could imagine they use that information for is to write in their records to watch out for this direct and “English-speaking” demanding customer.

Which in my case is fine. I don’t have a desire to talk to them again anyway.

I want to know who created the idea of outsourcing, because in concept it was a great idea economically, but in reality it has become a massive problem, which discourages paying customers.

Allison Farole, a senior communications major, is Web editor of the Campus Times. She can be reached by e-mail at afarole@ulv.edu.