HP support from India after 10 pm

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I have found out that after 10 pm, HP shuts down US and canada based support and you get all India support after that time. If you ever talked to support people from India, you will realize they are quite the idiots! They also have no management after 11 in the India support centers, so it is the same as trying to get help from a room full of cockroaches!

I know that with Carla Fiorna running HP into the ground to get a big payday, which she did, and with HP moving support to India, that this is the reason HP is bleeding money like a stuck pig and is on the verge of collapse within the next few years.

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Well, at least you have Americans up to 10 pm. Some businesses do 24 hour Indian support. I've called Charter at 2.00 in the afternoon and practically need a translator to understand them.

"oh screw it....so, what are you wearing?"

bargainron said:   I know that with Carla Fiorna running HP into the ground to get a big payday, which she did, and with HP moving support to India, that this is the reason HP is bleeding money like a stuck pig and is on the verge of collapse within the next few years.
I believe Carly Fiorina left HP back in 2005. The current President/CEO is Meg Whitman. Like all her predecessors, she not doing to well either with the recent Autonomy acquisition mess.

bargainron said:   I have found out that after 10 pm, HP shuts down US and canada based support and you get all India support after that time.And?If you ever talked to support people from India, you will realize they are quite the idiots!There are idiots everywhere. I'm replying to one right now!They also have no management after 11 in the India support centers, so it is the same as trying to get help from a room full of cockroaches!Definitely not true. Especially when it comes to a big name company like HP I know that with Carla Fiorna running HP into the ground to get a big payday, which she did, and with HP moving support to India, that this is the reason HP is bleeding money like a stuck pig and is on the verge of collapse within the next few years.What?
A Company doesnt offshore support to a different country because they have no money.. they do it do save money in the first place. Why pay big bucks and health insurance costs, etc for an employee in US/Canada when equally qualified labor can be found for 1/4 th of the cost in a country like India!

Aside from money, many companies are using a "Follow the sun" type policy. http://en.wikipedia.org/wiki/Follow-the-sun LINK

ie. Follow-the-sun is a type of global workflow in which tasks are passed around daily between work sites that are many time zones apart. Such a workflow is set up in order to reduce project duration and increase responsiveness. Thus, the work is "following the sun" and never stops.

For example, at the end of the day, a systems support team in Silicon Valley will pass its work tasks to a support team in Bangalore, India, which, at the end of its day, passes its work on back to Silicon Valley.

backsplatter said:   Aside from money, many companies are using a "Follow the sun" type policy. http://en.wikipedia.org/wiki/Follow-the-sun LINK

ie. Follow-the-sun is a type of global workflow in which tasks are passed around daily between work sites that are many time zones apart. Such a workflow is set up in order to reduce project duration and increase responsiveness. Thus, the work is "following the sun" and never stops.

For example, at the end of the day, a systems support team in Silicon Valley will pass its work tasks to a support team in Bangalore, India, which, at the end of its day, passes its work on back to Silicon Valley.


Except in the case of HP. They use India support 24/7, yet, you are more likely to get a US or canadian based support person before 10pm rather than some looney in india. After 10pm US and Canadian support shuts down. India support is famous for the endless "please hold while I transfer you".

KayK said:   bargainron said:   I have found out that after 10 pm, HP shuts down US and canada based support and you get all India support after that time.And?If you ever talked to support people from India, you will realize they are quite the idiots!There are idiots everywhere. I'm replying to one right now!They also have no management after 11 in the India support centers, so it is the same as trying to get help from a room full of cockroaches!Definitely not true. Especially when it comes to a big name company like HP I know that with Carla Fiorna running HP into the ground to get a big payday, which she did, and with HP moving support to India, that this is the reason HP is bleeding money like a stuck pig and is on the verge of collapse within the next few years.What?
A Company doesnt offshore support to a different country because they have no money.. they do it do save money in the first place. Why pay big bucks and health insurance costs, etc for an employee in US/Canada when equally qualified labor can be found for 1/4 th of the cost in a country like India!


You sound like one of those nose picking India support specialists. Sorry for you! Oh yeh, HP is trying to save money by offshoring support work to cheap (slave) labor in India and having to lower the cost of their products due to customers dumping HP from having to deal with the morons in India! HP's downfall started with Carla Fiorna and they have been going downhill ever since! Companies are now getting wise and bringing support BACK from India due to so many customer complaints! Apple got it right when they use mostly US based support. Wonder why they are number one

KayK said:   Why pay big bucks and health insurance costs, etc for an employee in US/Canada when equally qualified labor can be found for 1/4 th of the cost in a country like India!
Equally qualified for phone support? Come on... That's just not true.

The frustrations that people have are quite common. I deal with it on a regular basis. There's a communication barrier. Also, the people on the other end think and act differently than we are used to.

riznick said:   KayK said:   Why pay big bucks and health insurance costs, etc for an employee in US/Canada when equally qualified labor can be found for 1/4 th of the cost in a country like India!
Equally qualified for phone support? Come on... That's just not true.

The frustrations that people have are quite common. I deal with it on a regular basis. There's a communication barrier. Also, the people on the other end think and act differently than we are used to.
OK.. fair enough.
But the communication barrier vs cost saving ratio must be good, otherwise this many companies would not offshore their support.

Yes the savings are immense - that's why they do it. Whether this will work out, long term, is a different story though. People in the U.S. get annoyed due to communications issues and due to loss of what they feel are their jobs.
So far it seems to be working out for the large corporations.

Good article on how outsourcing is a failure, especially in India and why companies these days are hurting. Wonder if this led to the financial collapse the US is going thru.

http://www.lessonsoffailure.com/companies/outsourcing-cost-lie/

bargainron said:   Good article on how outsourcing is a failure, especially in India and why companies these days are hurting. Wonder if this led to the financial collapse the US is going thru.

http://www.lessonsoffailure.com/companies/outsourcing-cost-lie/
WTF? ROFL

How about this OP,

Just be glad you can get support at 10pm at night. Even from India.
If you aren't paying for it, why should they connect you with a $20/hr USA person?

Now if you paid them $3000/yr for a maintenance contact on a server and you get 'India who can't speak English' support, then you can rant.

forbin4040 said:   How about this OP,

Just be glad you can get support at 10pm at night. Even from India.
If you aren't paying for it, why should they connect you with a $20/hr USA person?

Now if you paid them $3000/yr for a maintenance contact on a server and you get 'India who can't speak English' support, then you can rant.


All manufacturers take into consideration tech support when they price their products. It is bad business to not take care of your customers. India support is driving customers away. HP is saving by using Inida as its tech support base, but they are losing buyers of their products. HP was looking to sell the PC division due to low sales. Look at QVC and HSN, When HP, Gateway, Dell, Samsung are being promoted, they are using the selling line of US based tech support for those who buy from them. I wonder why? Could it be that just about everyone knows that companies use India for tech support because of how cheap they will work for and not because of their education?

Apple is selling high priced computers and getting ranked at the top of quality and tech support because they use US and canada based support. Even HP uses Canada for its higher priced laptops such as the scepter line and the older Envy line, not the new envy line which is just a rebadged DV series.

The fact remains, if you need tech support on your HP product, try NOT to call after 10 pm, as you will just get a brainless idiot based from India and at best can type in your serial number and part number, forget any support other than reinstall windows or we do not support that software on the computer. Or watch out, they may tell you to take the battery out of your desktop! lol!!

bargainron said:   All manufacturers take into consideration tech support when they price their products. It is bad business to not take care of your customers. India support is driving customers away. HP is saving by using Inida as its tech support base, but they are losing buyers of their products. HP was looking to sell the PC division due to low sales. Look at QVC and HSN, When HP, Gateway, Dell, Samsung are being promoted, they are using the selling line of US based tech support for those who buy from them. I wonder why? Could it be that just about everyone knows that companies use India for tech support because of how cheap they will work for and not because of their education?

Apple is selling high priced computers and getting ranked at the top of quality and tech support because they use US and canada based support. Even HP uses Canada for its higher priced laptops such as the scepter line and the older Envy line, not the new envy line which is just a rebadged DV series.

The fact remains, if you need tech support on your HP product, try NOT to call after 10 pm, as you will just get a brainless idiot based from India and at best can type in your serial number and part number, forget any support other than reinstall windows or we do not support that software on the computer. Or watch out, they may tell you to take the battery out of your desktop! lol!!
Red for baseless generalization.

FWIW: An Amazon.com rep from India fixed my problem in about 3 minutes time while another US based reps from another company (same issue) couldnt after 2 calls and 2 emails.

KayK said:   bargainron said:   All manufacturers take into consideration tech support when they price their products. It is bad business to not take care of your customers. India support is driving customers away. HP is saving by using Inida as its tech support base, but they are losing buyers of their products. HP was looking to sell the PC division due to low sales. Look at QVC and HSN, When HP, Gateway, Dell, Samsung are being promoted, they are using the selling line of US based tech support for those who buy from them. I wonder why? Could it be that just about everyone knows that companies use India for tech support because of how cheap they will work for and not because of their education?

Apple is selling high priced computers and getting ranked at the top of quality and tech support because they use US and canada based support. Even HP uses Canada for its higher priced laptops such as the scepter line and the older Envy line, not the new envy line which is just a rebadged DV series.

The fact remains, if you need tech support on your HP product, try NOT to call after 10 pm, as you will just get a brainless idiot based from India and at best can type in your serial number and part number, forget any support other than reinstall windows or we do not support that software on the computer. Or watch out, they may tell you to take the battery out of your desktop! lol!!
Red for baseless generalization.

FWIW: An Amazon.com rep from India fixed my problem in about 3 minutes time while another US based reps from another company (same issue) couldnt after 2 calls and 2 emails.


See above from reznik, its a language barrier on your part. IN General, support reps from India lack the general knowledge of the products they are supporting compared to US or Canada based support. In particular, HP support from India is lacking in knowledge of its products they support compared to US and Canada based support. This is about HP and the use of technical support from India. Call before 10pm to get a non india based support specialist if you do not want to be given the run around and be fustrated by the lack of knowledge about HP products from India support people. BTW, I have been given exc excellent support from Amazon's US based support! Thankfully I have not had to experience support from India for my Amazon, Samsung, Apple, Dell produsts. I have been given a US based support number for my Envy laptop from HP to avoid having to deal with their support staff in India!

A lot of times, the reps are given a set of questions that they have to ask no matter what. "If caller says this, ask this, else ask this".. and that sort of things.
I'm pretty sure the reps have no problems with English. What they would have a problem with is the accents. Both their accent and accent of the US based caller. Just saying this from first hand experience.. I've spend half my life in India and the last half half here. The first language I learned to read and write in India was English. What I did have a problem with when I came here was understanding people due to the way they spoke. Sometimes it was just incomprehensible.

I bet a chat with an Indian rep would yeild much better results, due to taking the "accent" out.

It's not that the Indian reps dont know what the solution is, it's just that (1)they have to follow a certain guideline while answering questions (or asking questions), and (2) they have a hard time understanding people's accent.

JMHO

It is not a language barrier when the support rep from India thinks you can take out your battery from your Envy laptop when it is not accessible unless you unscrew the back off. Or that another rep does not know that fn and esc is used to bring up the serial number.

But, on the other hand, when I got Envy chat support, they were from the Envy group, so there were knowledgable and from India as well, yet they kept asking me to wait to get an answer.

Just goes as the title says, try and NOT call HP for support after 10 pm as you will get the India support group and they are more challenged than the US/Canada group. Kind of hard to put the Inida support group in a positive light when they hang up on you when the answers they give are wrong and you ask for a supervisor or manager or continuously keep transferring you to another department. I even got a HP business manager involved and they gave him the same run around!

This is just based on my experience with tech support. India support has been very bad, US is not all that great, but alot better than having to deal with support from India.



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