Optus Customer Service : Indian WTF

Ralliart · 16-07-2007, 01:19 PM

hey guys, i just rang optus to ask how much money i owe them because i my current bill is overdue, anyway i get through to customer service and get an Indian again WTF

:

: , we live in Australia not India wtf is optus doing with the customer service now, i don;t think i'm calling them from now on, this has happen for the last few calls, what do you guys think

svo347 · 16-07-2007, 01:20 PM

Get with the times brother, its the way its all heading. Telstra is the same.. Sux i know

4.9 EF Futura · 16-07-2007, 01:33 PM

Quote:

Originally Posted by svo347

Get with the times brother, its the way its all heading. Telstra is the same.. Sux i know

Que?

Have telstra for a number of services and always end up asking where they're located (whilst we wait in uncomfortable silence whilst they look at my account/service information on their computers) and always in melbourne, sydney or perth.

As for optus... well its owned by a singapore company... a singapore government owned company at that...

Why would you expect domestically based support from a foreign owned company?

Also seems strange that you have a problem with the nationality of people answering the phone. Are you saying the person had poor english skills or just generally having a whinge because they had an accent??

Casper · 16-07-2007, 01:35 PM

Quote:

Originally Posted by 4.9 EF Futura

Are you saying the person had poor english skills or just generally having a whinge because they had an accent??

Exactly what I want to know too. This threads life depends on the answer.

Rodp · 16-07-2007, 05:52 PM

Quote:

Originally Posted by 4.9 EF Futura

Are you saying the person had poor english skills or just generally having a whinge because they had an accent??

Obviously you don't have to deal with Indian helpdesks that often (helpdesks is a little too kind, I've yet to be given help by one yet but felt much pain due to them).

The main problem with dealing with India is they work off a script. Deviate from the script and expect to be on hold for quite awhile. How do I know they work off a script? I had to travel to Bangalore with a few colleagues to try and refine some of those scripts, much to my objections. On the whole, the person you're talking to isn't trained to solve your problem, particularly if it deviates from their script.

If I call with a problem, I want to at least have the illusion that the person at the other end of the line can help solve it in a timely manner. I have to deal with India a lot (being part of the process for the company I work for) and have to spend an average of 10 minutes answering banal questions that *I* helped fashion before I can talk to 2nd level support (located in Sydney).

sgt_doofey · 16-07-2007, 01:21 PM

I think that you will find that it is a person of Indian descent working in one of their call centres here in Australia.

andrewts · 16-07-2007, 01:33 PM

I rang up iiNet and spoke to a lovely Australian girl who did a great job in solving my issue. I feel very satisfied with that, because it indicates there are still some jobs in Australia. I've had Indian blokes before, but what would an Aussie be doing working in a call centre in India? I think sgt_doofey is right, it would have been an Aussie worker with an Indian accent.

irlewy86 · 16-07-2007, 01:54 PM

I get pretty ****ed off about Vodafone. You ring up the call centre and its in TASMANIA. What is it with telco's and deserting the mainland.

XR8 Uterous · 16-07-2007, 01:58 PM

Quote:

Originally Posted by irlewy86

I get pretty ****ed off about Vodafone. You ring up the call centre and its in TASMANIA. What is it with telco's and deserting the mainland.

Tassie is still part of Australia, why does ot matter that its not part of the mainland?

irlewy86 · 16-07-2007, 02:13 PM

Quote:

Originally Posted by MYGT05

Tassie is still part of Australia, why does ot matter that its not part of the mainland?

It was a joke, I honestley feel for the people who ring up foriegn customer service and have to spell Brisbane for them.

RG · 16-07-2007, 02:21 PM

Ahhh guys the Optus call centre is still in Australia, Cnr of William st and Flinders lane in Melbourne IIRC. They do have a fair few Indian & Pakistani people working there. As for Telstra guess what, Australia too. Get your facts right before you start going off.

Redrum · 16-07-2007, 02:35 PM

Quote:

Originally Posted by RedXR347

Ahhh guys the Optus call centre is still in Australia, Cnr of William st and Flinders lane in Melbourne IIRC. They do have a fair few Indian & Pakistani people working there. As for Telstra guess what, Australia too. Get your facts right before you start going off.

http://www.optus.com.au/portal/site/...extfmt=default

svo347 · 16-07-2007, 06:13 PM

Deleted ... no need to reply

XWGT · 16-07-2007, 01:58 PM

Hmmmm, there are not many organisations that have not out sourced some form of their customer service to India, so I would be getting used to it. And that includes Telstra (first line tech support)

However, so much has been outsourced that India is now outsourcing..........to China. Seriously. So I think you will be seeing more before your seeing less.

Redrum · 16-07-2007, 02:09 PM

I am with optus and a few months ago changed one of my phone plans, upgraded it to a 79 cap. This was done through their Indian call centre. Next bill was huge. Chased up through an Aussie call person (bill enquiry), they said I was put on wrong plan, was put on 79 a month plan. I was credited and plan fixed up.

Last year when I had issues with my phone, rang optus up, Indian call centre. I wanted a new phone, 2 months on plan to go, was happy to pay for it. Indian call bloke said bad luck, would have to pay out plan and start a new one. I thought bugger it and rang Telstra to join up. Telstra had to put me on party line to keep number I had with optus. Same Indian numnut. Then when I said I was changing I was put through to Aussie call taker. After he had my details, first question he asked, was had I signed. I said no as I hadn't. He then said they would be nuts to let me go for such a simple issue. He gave me a new phone, didn't charge me anything for it.

I have been with Optus for 7 years. Not too bad a network, but I must agree about these Indian call centres. They are hard to understand and seem to make quite few mistakes.

Cuddle_bunny84 · 16-07-2007, 02:04 PM

Everytime I cal Optus I get an Aussie...and their call centre is in Melbourne. I've also never had a problem with them. Maybe next time if you don't like the ethnicity of the operator, hang up and try again???

DOC · 16-07-2007, 02:06 PM

This thread has been diverted to our Indian, who gives a toss dept, your post will be responded to shortly.

Coxxxy · 16-07-2007, 02:47 PM

From what i have been told it depends on the time of day you call....

The Monty · 16-07-2007, 02:51 PM

Im through Optus for my internet. I am appaled to say the least at the level of support I receive from the "Indian sounding" people I talk to. Their inability to diagnose problems, and every issue I ever have is "its your router".
Our bill went up a month ago. Rang to ask why we didnt even get told it was going up and the reply was "We sent everyone a letter".
I then said, "Well, no you didnt as I never recievd one", to which the response was...
"Everyone recieved there letters".
They dont accept any responsibility, everything is always someone elses fault. I am changing to a different provider next month.
When you do get through to an Aussie, they are always friendly, and are always keen to help.

**kypez** · 16-07-2007, 05:17 PM

Quote:

Originally Posted by The Monty

When you do get through to an Aussie, they are always friendly, and are always keen to help.

Mate, you're in denial... Just cause you can understand them easier, doesnt mean they are keen to help you...

Indian call centres are the way of the future... Like it or lump it... Indians are being hired in Australian call centres too so before you keep ranting on, get used to it. Indians are smarter and often have far greater qualification than their Aussie counter parts. Just cause they have an accent, doesnt make them any less intelligent...

: I think everyone should get over it really... If you have a problem with it, tell your family and friends to start working in call centers for $10 - $15 a day... then you can have your "Aussies" and the jobs can stay here...

:

Sourbastard · 16-07-2007, 05:27 PM

Quote:

Originally Posted by kypez

Indians are smarter and often have far greater qualification than their Aussie counter parts.

Heres a Gem. I can buy an MCSE in New Delhi, and not even sit an exam. Not even attend a class. There are more then enough universities in India where you can also purchase diplomas in the same way.

A piece of paper does not make someone intelligent(that holds true for Australia as well). Especially in a market place where you can buy your qualifications over the counter.

**kypez** · 16-07-2007, 05:37 PM

Quote:

Originally Posted by sourbastard

Heres a Gem. I can buy an MCSE in New Delhi, and not even sit an exam. Not even attend a class. There are more then enough universities in India where you can also purchase diplomas in the same way.

A piece of paper does not make someone intelligent(that holds true for Australia as well). Especially in a market place where you can buy your qualifications over the counter.

You can do the same here... Just as easily... They are not legit MCSE certs... (they are as legit as Homer putting his name on Ned Flanders's Degree!!)And besides, how long do you think you're gonna last with a fake MCSE?! Do you really think people wont realise that you dont know what you're on about?!

I was also talking about the call centre's here... The company I work is a IT solutions company and most are Indian, Pakistani and Asian. There are a handful of "white" australians. The most qualified are the prior with the latter making up small numbers in lower end of the company... And it is the 2nd largest IT company in Australia I work for...

Sourbastard · 16-07-2007, 05:47 PM

Quote:

Originally Posted by kypez

You can do the same here... Just as easily... They are not legit MCSE certs... (they are as legit as Homer putting his name on Ned Flanders's Degree!!)And besides, how long do you think you're gonna last with a fake MCSE?! Do you really think people wont realise that you dont know what you're on about?!

Are you for real? Ever had an employer check the cert numbers on an MCSE? Ring up the university to check the diploma validity? I never have. And as for people not lasting long? With great incompetance seems to come the great skill of coverings ones a s s. And if it was just one faker, thats fine, when its 150 out of 250 in your call center and they are all equally useless, who do you fire? The one with the least amount of diplomas? Maybe they should be evicted like big brother?

Quote:

I was also talking about the call centre's here... The company I work is a IT solutions company and most are Indian, Pakistani and Asian. There are a handful of "white" australians. The most qualified are the prior with the latter making up small numbers in lower end of the company... And it is the 2nd largest IT company in Australia I work for...

I wonder how much apologizing the lower end of the company does for the upper end of the company.

The Monty · 16-07-2007, 05:39 PM

Quote:

Originally Posted by kypez

Mate, you're in denial... Just cause you can understand them easier, doesnt mean they are keen to help you...

Indian call centres are the way of the future... Like it or lump it... Indians are being hired in Australian call centres too so before you keep ranting on, get used to it. Indians are smarter and often have far greater qualification than their Aussie counter parts. Just cause they have an accent, doesnt make them any less intelligent...

: I think everyone should get over it really... If you have a problem with it, tell your family and friends to start working in call centers for $10 - $15 a day... then you can have your "Aussies" and the jobs can stay here...

:

OK mate you win. :togo:

Cant wait for the holidays to end, then the forums get back to inteligent, rational threads that arent being trolled by Indians on Visas studying call centre degrees.

:

**kypez** · 16-07-2007, 05:43 PM

Quote:

Originally Posted by The Monty

OK mate you win. :togo:

Cant wait for the holidays to end, then the forums get back to inteligent, rational threads that arent being trolled by Indians on Visas studying call centre degrees.

:

Look at my sig... And location?! Do you think I'm on a visa!?

:

Rodp · 16-07-2007, 05:58 PM

Quote:

Originally Posted by kypez

Indian call centres are the way of the future... Like it or lump it... Indians are being hired in Australian call centres too so before you keep ranting on, get used to it. Indians are smarter and often have far greater qualification than their Aussie counter parts. Just cause they have an accent, doesnt make them any less intelligent...

Wow, they are?

The company I work for would love you to scout out these higher qualified Indians in Bangalore. Currently, the requirement for 1st level support for the company I work for is that they can read English and speak it reasonably fluently.

**kypez** · 16-07-2007, 06:08 PM

Quote:

Originally Posted by Rodp

Wow, they are?

The company I work for would love you to scout out these higher qualified Indians in Bangalore. Currently, the requirement for 1st level support for the company I work for is that they can read English and speak it reasonably fluently.

Funny you should mention Bangalore cause I spent 6 years there and have been part of the development of IT company's such as Oracle, Microsoft, Infosys, Novell, IBM, Phillips... I think you get the idea...

Before you say they cant speak english, grammer is complusary there and english is not an optional subject like here... Have you read some of the post's on this forum and the total lack of command over the english language... Most people dont know the difference between effect and affect... read through the posts and find all the their's that have been typed as there's...

No point being smart about it... Its the way the world is going... And mindless bigotry is no solution...

Besides, arguing over the internet is like banging your head on a wall... We should continue this discussion at the next all ford day or at the FPV day in melbourne...

Rodp · 16-07-2007, 06:22 PM

Quote:

Originally Posted by kypez

Before you say they cant speak english, grammer is complusary there and english is not an optional subject like here... Have you read some of the post's on this forum and the total lack of command over the english language... Most people dont know the difference between effect and affect... read through the posts and find all the their's that have been typed as there's...

No point being smart about it... Its the way the world is going... And mindless bigotry is no solution

Firstly, don't put words in my mouth.

Mindless bigotry has nothing to do with it. When I have a problem, I want to speak to a problem solver. A problem solver is a free thinking, trained and confident individual. I'm a problem solver and can spot another problem solver a mile away.

Thusfar in my several personal and MANY professional dealings with call centres in India, I could count on one hand how many problem solvers I've actually dealt with.

For example:

Placed a call to 1st level support (India) to find out whether there was a known problem with a utility we use to update a tape library controller. Saturday morning on a high exposure customer...

Me: I'm attempting to upgrade firmware on a (insert model here) using (insert software here) on a Red Hat 4 server and it causes a kernel panic, can you check for known issues please...?

India: I will send you a document on how to install a tape drive under Linux, can I have your email address please.

Me: I don't need that document, it's already installed, I'm attempting to upgrade the firmware on a (insert model here) using (insert software here) and it's causing the server to kernel panic. Can you check for known issues, please.

India: If you give me your email address I can send you a document on how to install a tape drive.

<click>

Brought down another server, installed the Windows version of the software and upgraded it that way. That's not an uncommon level of service from out call centre in India. Tape drive doesn't power up, upgrade firmware. Redundant power supply failed, upgrade firmware. Is it the way of the future? I hope not, our management know it's a farce, out customers are screaming... it's only a matter of time before the cycle moves away from India.. again!

Dave_au · 16-07-2007, 02:55 PM

If your a multinational, why wouldn't you hire an Indian with more qualifications than an Australian at a third of the price of an Australian?

That's a simplification of the concept of outsourcing anyway

flappist · 16-07-2007, 03:07 PM

Quote:

Originally Posted by Dave_au

If your a multinational, why wouldn't you hire an Indian with more qualifications than an Australian at a third of the price of an Australian?

That's a simplification of the concept of outsourcing anyway

It appeals to my sense of humour that people choose the CHEAPEST telco with the CHEAPEST products so the have the CHEAPEST bill each month but complain when the aforementioned telco uses the CHEAPEST method to support them.

You get what you pay for............

I am with Telstra. My Telstra AE turns up every couple of months and buys me expensive coffee while discussing my bill or whatever new services are about. When I have a problem I ring him directly on his mobile and he sorts it all out. Great service and great pricing.