Customer Service "Pet Peeve"
I am just upset. This week I had to call my bank to stop a charge for a rewards program I was in with them. I talked with a girl who could not speak english. I had to repeat and repeat myself so many btimes I was getting mad. At the end she said "I think" that all was OK and a new bank card would be mailed. Yesterday sure enough there was the charge on our account. Had to call AGAIN! and this time I did get a very nice person who told me she had renewed my rewards and was sending out a new card. 
No mention of to canceling it. He did takecare of it right away and returned the money to the account. If you don't understand english or speak it you should NOT be in customer service. Then the first of the week I had to call our mortage comp. YEP I get a non english speaking person who I had to talk to like a baby. and she got it all wrong! She could not even repeat my phone number.
I had to call again the next day and repeat everything again to a person ( you got it !!! could not speak english!) again things were said wrong. and the email we requested never came. called yesterday and got a person who could speak better but still did not listen. He was reading off a paper. I hadtold him we overnighted the paper work. He asked if we could email it! WHAT I said you have it there, put me on hold and came back with I have to call the USP to get it delivered. Dahhh you have it and signed for it! I had a question about a time frame. AGAIN HE readoff something that had nothing to do with what I asked. Put me on hold. I got mad and told him to stop reading off that damn paper and listen to me. Well that got a respounce. He tried to answer the question but never really would committ to it. I ask are you sure? he told me its in your paper work. Yeswe made a copy but dahh they had the signed papers. I GAVE UP!!!!! So why do companies put people on the phone who cannot speak to the customer???? I am all for people getting jobs if they are forgien born, good for them. BUT not on the phone. Learn english first! Sorry if I went on but I just had to let it out. |
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| ^^^^^ I can relate!
There are very few jobs available in this section of town.....but there is a major call center for one of the cell phone companies. I thought, "I could do that for a few days a week." Nope, I'm expected to be bi-lingual.....spanish of course. Reason: so many of our customers don't speak english......duh? I wonder how many of the "biliguals" don't speak english? How many companies have lost business because they have outsourced their customer service to foreign countries? I quickly learned with one company to call at "zero dark 30" to get the customer service in Ireland instead of Pakistan. It will take a revolt from customers to stop this silliness. I think you need to write a letter to your bank...........mention you are now looking for a new bank and the first priority will be to find customer service reps who can speak english. (you don't have to change banks, just threaten) |
| good idea. we have 2 banks anyway.
the worst is the mortage cpy. they are in west palm beach. I am sure I know who they are. thanks for your answer. |
| Two thoughts: 1, shame on any organization that does not provide diction training for every single phone agent, INCLUDING Americans.
and 2, ditch the bank and go to your local credit union. You will not have these problems and you will have dedicated customer service. |
| Bravo! I forgot about credit union. We've never used one until hubby bought his new truck and that's who the dealership used. We are very impressed with the credit union service. |
| Memories - I spent FOUR HOURS one night with a customer service rep from Dell based in India, who told me THREE TIMES I had to take my computer apart (had a desktop at the time). I kept telling him I had a home service contract and that I wanted someone to come to the house. He kept saying, "Yes, maam, but I need you to remove the cover from your computer again." He was OBVIOUSLY reading something, and when I insisted on speaking to his supervisor, I waited another 20 minutes only to be told there was no supervisor on duty at that time. Grrrrrrrrr!
Credit unions can't be beat. I worked for a company for 29 years that has one and once you're a member you don't have to leave it, even it you leave the company. So I'm there for life! LOVE the credit union! |
I've been waiting since April of 2006 for a return call from Dell  . Seriously, I've been so afraid I'll miss it life is passing me by as I sit by the phone  |
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Many, if not most companies today outsource their customer service overseas, India and Costa Rica to name just two. My mortgage company and primary bank both do it - Every time I call I have to talk to India. 
In fact, I was laid off from my employer of 14 years not too long ago because the decision was made to outsource to India but, before I left, I had to deal with India on a daily basis. While they are very nice people they DO NOT UNDERSTAND ENGLISH and the errors they make as a result are costly and horrifying. Nice that American corporations are saving money by outsourcing but costing their customers time and money, not to mention frustrating us. Every time I need to call customer service I set aside a half a day, and it usually takes at least that long to solve the problem, if it gets solved at all. Sorry - I agree with everyone. This is a sore spot with me - Could you tell?  |
| I will never buy Dell again because of customer service being in India. I don't understand them, they don't understand me , it's just a big waste of time |
Drezzie's Mom wrote: Memories - I spent FOUR HOURS one night with a customer service rep from Dell based in India, who told me THREE TIMES I had to take my computer apart (had a desktop at the time). I kept telling him I had a home service contract and that I wanted someone to come to the house. He kept saying, "Yes, maam, but I need you to remove the cover from your computer again." He was OBVIOUSLY reading something, and when I insisted on speaking to his supervisor, I waited another 20 minutes only to be told there was no supervisor on duty at that time. Grrrrrrrrr!
I can relate. My old Dell laptop, which I loved when it worked, had various issues. I know my service tech by name - and his schedule. He loves our dogs. After calling the 50 millionth time (so it seemed), I got a little peeved. I was polite, but obviously upset. I was connected with a supervisior at that point and they sent me a replacement laptop, which I love. But anytime I call Dell now, I am automatically connected with a supervisor. I didn't think I was that mean at all. |
| I recently sent an e-mail complaint to a company that we deal with at work...at the request of one of the employee's that works there.
I had to make a request for service for a copy machine at work and the person I got on the phone could not speak english. What a pain in my tusshy. Most of my words were "What?, I'm sorry but can you repeat, and I'm sorry but I don't understand you" |
Simon's Mom wrote: I recently sent an e-mail complaint to a company that we deal with at work...at the request of one of the employee's that works there.
I had to make a request for service for a copy machine at work and the person I got on the phone could not speak english. What a pain in my tusshy. Most of my words were "What?, I'm sorry but can you repeat, and I'm sorry but I don't understand you" I agree with all these posts. Here's what I did at work one day. I had to call the state tax department with a question about their new system of filing. Now there are PLENTY of Ohions who are out of work....plenty I am sure that are capable of being trained to answer questions about the state tax system. I got a man who spoke with a very thick foreign accent. My grandparents were foreign & I was used to listening to them talk with thicker accents all my life. But this phone call was just ridiculous. After his 1st sentence I politely told him "Sir, I don't mean any disrespect here but I have a very important question about this new way of filing our company taxes & if I don't understand it completely my company can get fined. I have a hearing disorder which makes it difficult for me to hear as it is let alone decipher a thick foreign accent. So would you please give me someone who speaks English with no foreign accent." At that point he said (with a very thick accent) "Good day" and slammed the phone down  (but I had written down his name when I first started the call). I called the number again & got a nice lady who spoke very plain American English. When she was done explaining the answer to my questions I asked to speak to a supervisor so I could report the treatment I got from the first man who answered my call. I have no problem with anybody in this country trying to hold a job & I understand that a lot of them are at a disavantage & are not doing the job they would really like to do. But when it comes to this kind of job, one of the qualifications needs to be that they can speak clear American English as there is no way for them communicate any other way over the phone with us. And I am not directing this at what we consider "foreign" people. I am directing this at anyone being considered for this type of work. There are tons of Americans, whose background is several generations deep of being born & raised here that just don't speak clearly on the phone, loudly enough on the phone, or use proper English sentences to get the information across. |
Well done Marilyn. I too was raised around thick accents and deeply appreciate someone who moves to a new country and has to learn the language. It is difficult the older one is. However, the empolyer is at a disadvantage thanks to our government. Refusing to hire someone with questionable "understandability" is probably cause for a discrimination case. |
| i have been studying spanish for almost two years now - because i live in florida. but i refuse to learn to speak any other lanquages.
my family came here from italy and never spoke italian once they hit NY - it is sad because i did not learn italian. they were proud to be americans and learned english immediately. |
| Maybe english and spelling lessons for all would do a lot of good! It's difficult to be sympathetic to people who have no tolerence of others, yet they themseves can't write a simple post of any length without a dozen spelling mistakes. I would suggest a trip outside of america. You would then learn that the majority of the world teaches languages at lower primary level. You all seem to be in the minority to the rest of the world because you don't understand others!! Most work around the world is outsourced to India! Why? The people are willing to learn and take pride in the work they do and I have yet to hear of a strike because of stupid petty complaints most americans seem to have with their workplaces. I shall enlighten you all for free.SPELL CHECK people! If you don't like speaking to foreigners, buy american. Check who you will be dealing with before you make a purchase! Dell is one of the cheapest, dodgiest companies in the computer marker! You get what you pay for. As for the phone company! Cut it off! Do you really think your problems are the highlight of these peoples days? You have computers. Choose not to use dial up and refuse to give them the money!! Don't shift the blame to others when sorting the problem is as simple as taking control yourseves! |
Are you not aware that proper names are capitalized? America is a proper name, not to nitpick or anything  |
Anonymous wrote: SPELL CHECK people! ..."yourseves!"
Looks like you should practice what you preach. |
Anonymous wrote: Most work around the world is outsourced to India! Why? The people are willing to learn and take pride in the work they do and I have yet to hear of a strike because of stupid petty complaints most americans seem to have with their workplaces.
I think meant you meant to say is that they'll work cheap. Really cheap. Cheaper than anyone else that can speak English. |
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