At ActiveWords, we try to exceed the expectations of our users vis a vis Tech support.
Everyone has had problems with tech supprt, and particularly with the firms that have off-shored to to places where the American version of English, together without our culture, cutoms and georgraph are a total myster.
I recently resolved not to ever buy a product from one company after my 60 minute call to "Millie" in Manila. Poor Millie was so clueless that I finally hung up.
Today, I got the Infoworld E-Mail Newsletter from Robert X. Cringely, who wote this great bit:
"Silent but deadly: My blurb about Microsoft’s India support techs reminded Cringester Bill F. of the time he called Gateway support and spoke with an Indian tech named “Buster.” When he asked for Buster’s last name, the tech replied “Keaton.” Gateway says it no longer uses that contractor — or any company based in India — to provide support. Too bad. I was hoping to talk to its crack team of level-two techs: Groucho, Harpo, and Chico. "
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