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I'm not an IT guy, but I have dealt with the calls to India for personal tech support. The quotes from the article are exactly how I felt. I recall screaming at the lady on the line about a smple request (can you verify my registration?). And it was around and around, down her list of questions. If the flow chart is not correct, then the customer must be wrong.
I'm not an IT professional, but I have some computing skills. I could have walked that lady through the problem, but she was not cooperative.
It really is a shame.
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