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Off shore nightmares
I do a lot of technical support for the home and soho market. The number one complaint I get? Customers having to deal with out of country technical support (regardless of the product). I've carved out a little niche in being very good at dealing with out-sourced support and now I get phone calls from customers who want me to talk to the "no-help" lines. If a company comes along and offers incountry support with staff that speak clearly and coherently - most of my customers would jump over to them.