Re: VMS Support in India

JF Mezei wrote:
Rich Jordan wrote:
Thanks for that. I already wrote the board contact email, as well as
Hurd's, concerning our two service calls under the new situation (both
disastrously slow and inept). This will be worth doing too.


While this and Sue's web pointer are very important, you need to
remember that when you outsource to new employees, you have to expect
problems initially, with a promise that within X time, the new guys will
have ramped up and service problems will be reduced.

That's not what the customers paid for. If HP wants the customers to train their new support people, perhaps they should refund support payments, and pay the customers for their time and efforts.

So complaints at this point in time would be interpreted by uppper
management as just "moving pains".

And interpreted by customers as 'the shaft'.

What will REALLY make an impact is when customers write after a magical
number of days/weeks with statements such as "we were tolerant of
problems while you moved your support to new people, but that excuse has
now expired and the problems still persist".

Also, since these guys would be dialing in from India, make sure you
enable virtual terminals on the modem line. Unless they restrict modem
speed to 9600 or lower, there are very good chances that the line will
be unstable and drop (or modem spending inordinate amounts of time
retraining speed due to error rate). No matter how much fibre there is
between India and USA, there is still a time delay.

One solution would be for HP to provide dial-out banks in north america
for those indian drones to use.


--
David Froble Tel: 724-529-0450
Dave Froble Enterprises, Inc. E-Mail: davef@xxxxxxxxxxxxx
DFE Ultralights, Inc.
170 Grimplin Road
Vanderbilt, PA 15486
.

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