Call Centre Experience with IBM and HP in India
The supposed IT revolution for India is good enough in numbers for the big bosses sitting high up in the corridors of power. How many times I heard the people swooning over the revolution that is happening! Well, this post is related to the call centre experience I had recently with a computer majors IBM and HP.
Over the past few days, IBM has been advertising its servers and computers rather aggressively. The entry-level laptops have fallen down to realistic levels given the cuts in the duties. In this backdrop, it is difficult to comment on the bare bones system that these companies are offering because the price quoted is never inclusive of taxes.
Well, calling up IBM first. Some chick at the other end spoke up in a husky voice. It went like this:
“This is xxxxx, how may I help you?”
“I called up to know about the laptops that you are offering. I read in the advertisement in Times of India that the price cuts have been announced. Could you tell me about the specifications please?”
She says, “Which city are you calling from?”
I replied, “How does that matter miss? All I need to know is the specifications of the model number I just gave to you”
Well, she insists that she needs to know about the city. Therefore, I do not reveal my original city and blurt out, New Delhi.
She says, “Sir, you could contact our channel partner for the same. His number is…”.Before she could speak out, I cut her in the middle. “If I had to call up your channel partner and pay for the call, what for are you people sitting in the Toll Free number!” With this, I hung up.
My next port of call was HP. After a prolonged wait and some kind of an instrumental music, the voice came on the other end waking me up in the process. It was almost 8 minutes before anyone answered my call. “This is xxxxx, how may I help you?”.
I repeat the same query about the laptops. The dingbat asked me about my contact number and place where I am calling him. I said, “Sorry dude, of late I am getting a lot of spam calls and I won’t give out my number”. He refused initially to process my enquiry.
“Sir, we NEED to have your number”, almost crying out on the other end. I then for a mater of course told him specifically, “Dude, you won’t get my number. If you still insist on the same, escalate the call to your manager or I d email the top management that you are insisting on something with which I am not comfortable with.” It was enough to shut that poor chap up.
Finally, it came down to the matter at hand. Said.” Sir, what kind of laptop are you looking for”? I said, something, which is entry-level one. Then in their characteristic tone said, “Sir, May I put you on hold while I retrieve the information”? My patience had almost run out after waiting for so long before my call was answered. I said, “I dialed the number options for laptops. I expect you to handle the query on your own without looking around for information. In any case if I need printers, I would dial the relevant option straight away”.
I have no idea but somehow that guy managed to speak out the specs. It was asinine to argue with him on any of the technical aspects. He droned on and on about the cache and the chip speed and what not. Finally, I asked him, “What version of Linux are offering for the entry level laptop”? He said, “Sir, Mandrake 9.1”. I reminded him that I am using 10.1 and would it be possible to upgrade the same?
He almost went apologetic. Said, “Sir, well that is the company policy! We don’t ship anything else in Linux!”
In that case, I asked him, is it so that the company will not refuse warranties if I loaded up any other version of Linux, like the free version of Knoppix or Debian? Check out his reply. He said,” Sir, the software that you load should have a valid license with serial number and not be pirated”!
So much for their application of mind. I was in no mood to argue or perhaps correct him that the versions I just mentioned are free to be reproduced and installed on any number of machines without any kind of license. All I could do was just hang up the phone and curse myself for wasting my time.
It is a sad reflection of times and the way labor market is organized. I have read horror accounts of how these people are treated without any break whatsoever. To be frank, there is nothing wrong with those people. All that is wrong is with the companies that hire them without giving them any proper training for handling queries that are not routine. I believe that they ought to have some people who are willing to learn and put them on the growth trajectory or be made to handle calls that are beyond the understanding of a normal employee. And I am not a male chauvinist but women usually draw a blank as far as technology is concerned. They are good enough on the phone to sound husky enough!
So much for the Indian IT revolution!
13 Comments »
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Hi,
The only thing that we probably do is to go and talk all crap about what we have gone through. Had it not been for the same chap who answered your queries i thik you’d be biting the dust on the roads.
Young lad instead of complaining and opening up websites go and earn some real money.
And lets see what you manage to do
Comment by Fatal Ann — May 6, 2005 @ 07:34 am
Get life Anonymous coward. First and foremost its not clear what u r trying to put across. Do you really think that call centre exec’s have made life easier for us? Getting the information now is more difficult to retrieve. This post reflects that.
Comment by Dr Abhishek Puri — May 6, 2005 @ 09:05 am
HP is the worst. Only an idiot would buy from them.
They just burned me badly. It’s too long of a story to tell but I will never buy from them again.
If you buy an HP Compaq Presario 2100, you are buying a complete lemon. If there were computer lemon laws, HP would be in big trouble.
If you are looking for reviews on HP laptops or, specifically, an HP Compaq Presario 2100 laptop notebook review, here it is. They suck. They break. Their service is terrible. They rip you off and don’t apologize. They break all their promises.
Want to buy the best laptop? DO NOT BUY FROM HP.
Comment by ken — August 4, 2005 @ 05:51 pm
hi ,
well first of all -get a life man ….if you werent such a dork in the first place you wouldnt be needing help
if you had a little bit more of gray matters you would try and understand that any support for you dud heads requires a lot of patience .just for you to sit there and make comments like that on poor people who spend their time trying to help guys with attitudes like yours..
and if your machine does not work it mostly because you are doing some thing wrong ..
do you have any idea on the amount of rigorous training these tech support people have to go through,the amount of stuff they have to keep themselves updated with in order to answer dodos like you and the awful shifts and crazy people and the stress they undergo
if they want your phone number its not that they wana make you their best friends its just because they have formalities of case loggin and they have a job to save
its bad enough that they have to support people like you
and i will not even get started on the things that you said about woman and technology
in future try putting yourself in their shoes and remember that the worse thing in their life is to talk to people like you and their only fault is that they were only trying to help you
Comment by articfire — August 6, 2005 @ 10:51 pm
HP customer service is garbage.
Comment by datsailor — August 23, 2005 @ 05:02 pm
Quick Dial 101 for fire. But the house (or the issue) becomes toast before they respond. How’s that for speed of response. As for call center execs, with a few rare exception most of them can’t process Indian English let alone the real thing
I speak from experince as a trainer. Consulting thank you very much. What tech training is this self-style healer talking about. Its usually here your new workstation, now put on that headset and respond to this call queue. And if you eff up you are toast, you BC.
Comment by seeolfreeloader — November 25, 2005 @ 08:19 pm
I purchased a new HP OfficeJet 7210 and after more than 3 hours on the phone with Tech support and a call to their executive Customer No-service I was told that maybe I should not have purchased and HP! Guess what I will never buy any HP product ever again. I think that that comment will cost them over $50,000 in sales! I will let them know with my wallet!
Comment by Mark Cantin — December 13, 2005 @ 03:33 pm
My Hp laserget 3330 (Scan+ Printer + Fax)is faulty since long. Contacted HP jaiopur but they were insisting to bring printer at ther workshop which is incorrect. I asked the senior most officer to get is resolved the problem but contact number was not given. I am working in BSNL Jaipur as GM(NC). I have a bitter experience. I am suggesting my office in Rajasthan to discontinue with HP product as their custmer care is not good.
L.K. GOVIL
GM(NC), Jaipur
Comment by LK GOVIL GM(NC) BSNL Rajasthan — December 23, 2005 @ 08:28 am
I bought my last Compac Presario this year. It came without any software to use as a word processer. It has a tendency to lock up just like the old Compaq did. When purchased, Staples offered a $50.00 rebate………it DID NOT Happen.
Staples refused to make it right. Now, there are two companies on my ****list.
Comment by Gene Agnew — December 31, 2005 @ 10:40 pm
The following is a real support chat. If you dont think Indian Support Sucks then read on and change your mind
————————————————————–
Helen
Hello Sam.
Helen
Welcome to HP Total Care for Deskjet Products.
Helen
How may I assist you today?
sam
hi
sam
i have an open claim
sam
what information do you need
sam
hows this
sam
PRODUCT : DESKJET 6540 PRODUCT NUMBER: SERIAL NUMBER : OWNER: SAM PHYSICAL ADDRESS:
Helen
Please give me a couple of minutes while I review the previous chat.
sam
thanks
Helen
You are welcome.
Helen
I am still searching for the previous chat. It is taking more time then usual.
sam
can i help
sam
they sent me a replacement printer because of no power
sam
the problems is not the printer
sam
it is the power supply
sam
the replacement did not come with a power supply
sam
i wish to return the replacment printer and get a new power supply
Helen
Thanks for your valuable Time and Patience.
sam
its that simple to me
sam
ok
Helen
Please use the power cord of the previous damaged Printer.
sam
ok
sam
you need to pay attention
sam
THE PRINTER IS OK
sam
THE POWER SUPPLY BOX IS BAD
sam
MALO
sam
NO GOOD
sam
thank you for your patience
Helen
My pleasure.
Helen
This should resolve the issue.
sam
i need to return the printer and get a new power supply adapter
sam
NOT JUST THE CORD
sam
THE ENTIRE POWER ADAPTER
Helen
Did you send the previous Printers power adapter?
sam
no
Helen
Fine.
Helen
Please use the previous Printers power module with the replacement Printer.
sam
helen
sam
is there someone smarter i can talk to
sam
you dont get it do you
sam
i wish to connect to a supervisor
Helen
I realize how trying the situation is, and I certainly would like to assure you of our best services, as your satisfaction is our prima ry goal.
sam
tell me what you think the problem is
sam
assure me that you understand my concerns please
Helen
Sam, I understand that the issue is with the power module and not with the Printer.
sam
correct
sam
now… please tell me how to get a new one
Helen
I shall be glad to send a New Power Module.
sam
your doing well .. im feeling very assured
sam
please continue
Helen
To initiate this case please provide the following information now itself: Country: Email Address First Name Last Name Mailing Address (including City,State and Postal Code) Telephone No. (Time and Dates to Call (2 Business Days)) Product Serial No.(ex: MX23I5Q7B9) Product Number (ex: C1234A)
Comment by sam — January 7, 2006 @ 01:29 am
My 8 month old HP ZV 5000 just had the modem die, the keys stick and at the end of the day the keyboard sends wrong messages to the CPU and I get weird responses.
Ianda says I must send it 3000 miles away to fix it and they will probably wipe the HD clean first and the check the modem.
The HP customer service is terrible but then in today’s world customer service is dead.
Comment by J Spre — January 9, 2006 @ 01:54 am
HP sucks!!! to put it mildly. Not only the customer service but the product itself!!!! Dont buy a hp pavillion media center!!! nothing but problems, its not worth the time or money!!! take my word for it its not worth it!!
Comment by jan — February 28, 2006 @ 12:28 am
Had a similar experience. Also beware that HP will deny warranty repairs based on erroneous information in their tracking system. HP begins the warranty period based on when they ship the product to a retailer, not when you buy it.
Comment by hanuman — March 6, 2006 @ 04:07 am