To join in on this discussion, you must first log in.

Discussion:Offshore tech support

From TaxAlmanac, A Free Online Resource for Tax Professionals
Note: You are using this website at your own risk, subject to our Disclaimer and Website Use and Contribution Terms.

From TaxAlmanac

Jump to: navigation, search

Discussion Forum Index --> General Chat --> Offshore tech support


Actionbsns (talk|edits) said:

18 August 2010
At 10:30 am my time, I called Intuit tech support to ask a fairly innocuous question about my payroll subscription. The speaker is in the Phillipines, I asked for a US citizen, was placed on hold when, at 10:35, a supervisor from the Phillipines came to the phone and told me she understood my concern for a US citizen, but what was my question. I again re-iterated that I want to discuss my issues with a US citizen, again reassured me she understands. I told her that no, she didn't understand and that if it took getting her supervisor then so be it. She said she would put me on hold for 5 minutes while she rustled up a US citizen. It's now 10:42 and she just came back to tell me that a US citizen will call me back in a half an hour. It's not the nature of the question this time, it's the principle of needing to have my business related questions dealt with by a US citizen. Not to mention the sucky economy and all the people in our country who need jobs. We'll see if it only takes a half hour, or if it's longer.

Kevinh5 (talk|edits) said:

18 August 2010
yes, but what action steps will you take? Will you change software? Write a letter to Intuit? Big corporations sometimes feel they owe more to their shareholders than to their customers and society.

Actionbsns (talk|edits) said:

18 August 2010
Actually, Kevin, I think you're right, a letter to Intuit to let them know is prudent. My biggest concern is that tech support for La Certe not go offshore, and Pro Series as well even though I don't use that package.

Belle (talk|edits) said:

August 18, 2010
A few (maybe 7-8 ?) years ago, Lacerte outsourced support. The hue & cry forced them to bring it back on-shore.

This may have been before Intuit purchased Lacerte (can't remember)....but another uprising might work. We can only try.

Actionbsns (talk|edits) said:

18 August 2010
Over all, it took a little over an hour to get my question answered by a US citizen. Someone called me back at about 11:40. I responded to their questionaire about how I found my experience and let them know in about three places that the offshore tech support doesn't work for me. Think I'll follow that up with a letter as well. The only way to stop that is to refuse to use it and insist that whoever you are talking to go find a US Citizen. They will generally do that. One company I was talking with a while back, and I don't remember who it was, told me to ask for a supervisor and that would automatically be someone in the US.

Kevinh5 (talk|edits) said:

18 August 2010
Have you seen the movie Outsourced? The US based call center is outsourced to India. Of course, the supervisor IS a U.S. citizen, moved to India to keep a job.

Natalie (talk|edits) said:

August 23, 2010
I've had similar experiences, Action. Calls made after a certain time are automatically answered by someone "over there."

CathysTaxes (talk|edits) said:

24 August 2010
I admire you for sticking to your request. I do remember when Lacerte outsourced tech support. At that time, husband ran the business and he complained about it.

I for one, am tired of having to spell out everything I say to someone and having them do the same because I can't understand them.

Snowbird (talk|edits) said:

27 August 2010
Interesting article ... Outsourced Call Centers Return, To U.S. Homes

To join in on this discussion, you must first log in.
Personal tools