Hello, India

[LoZoccolo]

She transferred me to a supervisor, a Ms. Garcia in Texas. I explained the situation. WE don't have a service center in Chicago, she told me. Obviously not, I said, you have one in India, with people who are not quite up to the job. But what really got to me was the guy lying about where he was, covering up a practice of outsourcing that was turning a simple request into a ridiculous nightlong activity.

I would like to speak to someone about your employees lying about their whereabouts to cover up outsourcing, I said, in my firmest lawyer/syndicated columnist voice. Polite, but firm.

Her response was simple: NO.

http://news.yahoo.com/s/uc/20070601/cm_uc_crsesx/op_392911

[Captain Angry]

1. They will always fall back on employee security, and won't give a location.

I used to train outsourcers. They were in British Columbia, and would tell callers that they were a little north of Seattle. Tricky. :-)

However, Ms. Garcia in Texas was wrong. Ms. Estrich should know by now that the person on the frontline of any call center generally knows little and is given little power. She needs to go out online, go to the SEC's website since JP Morgan Chase is a publicly traded company. There is a phone number that all companies must list that gets you to a live person, at corporate HQ.

By law, a publicly traded company must have a phone number available and staffed for questioning.

So, she could have gotten to somebody who she could tell all about it. And that person would probably reply with fine, if you want better service, you'll need to have a different card, which has an annual fee to cover a better trained and more empowered call center.

It's how the game works. It sucks, and is one of the reasons I'm sitting here typing this rather than still being employed.

[LoZoccolo]

2. Wow, good tip. I didn't know about the SEC thing. n/t

[Captain Angry]

4. That's how my friend gets "satisfaction" when a company screws with him.

He isn't rude to the frontline, but when they finish blowing him off, he explains it to the mandatory corporate number.

He gets free stuff every time.

I used to work in tech support. We had customers that would cause nothing but trouble, were rude, lied, etc. When we exhausted the support they had paid for, they would call corporate, complain, and get a new computer with a new set of problems.

All this because they wouldn't uninstall some crapware they installed.

Nice way to get free upgrades.

[LoZoccolo]

3. Kick for the day people.

n/t