HP tech support in INDIA!

Posted on Thu 09/22/05 in Technical Interleude

I knew it was about to happen… I was being transferred to INDIA!

But, my past experiences have been pretty good with the Indian tech support workforce. I really do not care who gives me support as long as they are:

• Knowledgeable

• Courteous

• Intent on helping me to resolve my problem

I go not gripe about jobs being moved overseas (at least in this particular industry) because prior to the India migration, I can remember waiting on hold for nearly an hour for support.

So, here was my experience today with Tushar: He was courteous and robotic like most of the support agents are overseas; despite my comedic effort to tell him that the Fax Self-Test Report printed, “Ask your support agent to mail a new machine immediately!” he did not even snicker. I asked him to confirm that my joke wasn’t funny, but he said nothing.

Part of the 40.5 minute phone call was spent answering questions about whether was could make copies, print, scan, what color our phone cord was, etc. And between each question, there was a thirty second pause. I assume Tushar was waiting for his 2400kbps modem to download the next question to ask. This guy probably has a Masters degree in Computer Science and has all the latest tech certs available, but if he deviates from the support script by a single word, some stupid, white, frat kid, partying, spoon-fed momma’s boy manager will have him fired and replaced by the next eager candidate.

In the end, he temporarily solved the problem, by having me adjust some settings on the HP Officejet 7210 to slow down the fax transmission; this WILL NOT help our phone bill. And minutes after completing our call with the issuance of a case number, the problem resurfaced.

So… I’m back to INDIA I go.