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Old 16th June 2006, 19:00   #1
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Default Amazon backsourcing to Ireland

I just learnt today that Amazon are backsourcing all support for UK customers to Cork (Ireland). Apparently customers were dissapointed by the service they received from the Indian setup.

From personal experience dealing with the people providing support for Amazon in India I can understand the frustration. I had to send close to 20 emails to resolve a very simple matter. In the end they had to write off a substantial amount of money because the support folks messed thing up so much.

This is not the first case of companies being forced by customers to relocate customer support away from India due to customer service issues. There is a big culture gap which companies in India must address if they are to become the hub of backoffice operations etc.
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Old 16th June 2006, 19:26   #2
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Not very unusual. Recently Apple decided to shut down their Indian office arguing India is getting expensive. Today Powergen announced to close their Indian call centers by end of 2006.
In fact, several American companies are now targetting Ireland for their "offshore" development center.
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Old 16th June 2006, 22:48   #3
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Amazon and HP / Compaq support centre staff in India SUCKS big time. I've had the misfortune of dealing with these buggers and they should all be fired.
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Old 16th June 2006, 23:36   #4
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Quote:
Originally Posted by ritik123
Amazon and HP / Compaq support centre staff in India SUCKS big time. I've had the misfortune of dealing with these buggers and they should all be fired.
I can vouch for Amazon. The folks there just did not have a clue about anything. Contacting them was like smacking your head into a brick wall. No wonder they are backsourcing support for UK customers to Ireland.

Its a shame really but this is not an isolated case. India may have English speaking graduates in abudance but they are not call centre material and from experience you need to spend longer with them to make them understand what your problem is.
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Old 17th June 2006, 18:36   #5
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i dont think amazon wants people to call there customer center... ...can anyone find the cs number on amazon.com?? i had to google for tht. though thts a seperate issue
anyways if u want cheap call centers then its got to be india or any other asia country. every business understands tht they r not goin to get the same quality of customer service at a cheaper price. if u want to reduce the price its got do some compromise. just an example - people crib about dell cs in US which is all handled in india but the dell sells the most number of laptops & computers in US which means a lot of americans r buying dell knowingly tht there customer service is not tht good.
reason for apple leaving india is coz they need a very good customer service for there hyped up over priced & low quality products.
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