BO goes offshore

general discussion
1

Here is Bernard in an interview last month. A small bit of BO research goes offshore. Thoughts?

Nick Daniels :uk: (BOB member since 2002-08-15)

2

I hope they have better results with the research than the tech support which has not been a positive experience for us. :roll_eyes: Its one reason I am anxious to get 6.5 deployed…

csievert :denmark: (BOB member since 2002-06-17)

3

You mean you’ve spoken to tech support and it’s been an Indian call centre?

Nick Daniels :uk: (BOB member since 2002-08-15)

4

Yep but only for 5.x issues and I understand that this is a very limited group and feedback has been appreciated.

csievert :denmark: (BOB member since 2002-06-17)

5

Just an FYI, I also thought that India tech support was limited to version 5 but then I had one of my 6.1b BO cases directed there with very unsatisfying results.

Heather

Heather Homestead (BOB member since 2002-08-19)

6

with 5.1.x case, the first try to find a simillar case, without a lots of success… with 6.x, probably they have not yet a lot of cases in their database and no more solutions…

bernard timbal :fr: (BOB member since 2003-05-26)

7

I suppose we’re always more likely to hear about the bad experiences…if things go well you just expect it and forget about it.

Nick Daniels :uk: (BOB member since 2002-08-15)

8

Ok so I’ll share a neutral experience. I had a case transferred to India. You can tell because the line quality is poor and the conversation has those odd pauses and delays and false starts due to the distance between the conversationalists.

I solved my own problem just as I was running through it with the techsupport person. It was this. I’m calling in tons of cases because our new account rep asked me to. I got tired of being told to upgrade :roll_eyes: so I’d just check the bug list and move on.

Anyway, the techsupport guy was really polite and I could understand him pretty well. He left me a vague email that ‘he tried to reach me but wasn’t successful’. I wondered… I have vmail. Does that mean he got my number wrong, he couldn’t get through, or he didn’t call me back 'cause it is cheaper for me to call him than him to call me :wink:

I think the level you assign your case may determine whether it is routed overseas. Mine was marked low priority.

Cindy Clayton :us: (BOB member since 2002-06-11)