Filed under: Apple Corporate
Apple to outsource tech support to India
The India Times reported today that Apple is planning to set up
a massive tech support center in Bangalore, India The buzz generated by this announcement includes concerns about tech support quality. Even the most politically correct among us would admit that deep down we don't relish the thought of stumbling through another tech support call to an overseas center, negotiating barriers of language and accent while trying to unravel computer problems. The effect of overseas outsourcing on local tech support workers is another concern. What will happen to Apple's support center in Cupertino?
Apple declined to comment, telling the Times that it was premature to talk about it. However, an Indian government official told the paper that it had cleared Apple's investment proposal, and that operations should begin within two months.
Update: It seems that a lakh is a traditional way to say 100,000, so Scott, our resident units and measures dude, thinks that Apple is building a 150,000 square foot facility which is also known as freakin' huge.
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Reader Comments (Page 1 of 3)
Jason Gill said 2:40PM on 3-09-2006
This will not be their first tech support facility outside of the mothership; iPod phone support is provided by a call center here in Columbus, Ohio.
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Trevin Ward said 2:40PM on 3-09-2006
Lakh = 100,000 so 1.5 lakh sq ft is 150,000 sq ft. It's a term really only used in India.
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jjb said 2:40PM on 3-09-2006
From my days working in Bangladesh in the '80's, a lakh is 100,000 "units".
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harrisjamieh said 2:42PM on 3-09-2006
The Apple UK tech support is already in India, or some far east country, and it is appauling! You cannot hear what the people are saying because a) the line quality is poor, and b) the reps can hardly speak english.
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apainter said 2:44PM on 3-09-2006
Last time I called with a customer satisfaction item, I spoke with a very nice fellow in Austin, TX.
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Graham said 2:48PM on 3-09-2006
hmmm.... let's keep it in the country please.
thanks.
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UncleJerry said 2:52PM on 3-09-2006
Why do they do this? I know it's cheaper but (A) it is so frustrating because it's hard to not only understand them but have them understand us, (B) but also the quality of the line is awful. I've had to recently deal with Chase Bank and every number that I had to call was somebody who's second, third or fourth language was English. Just trying to get thru the language barrier is a beating in itself, add a computer problem to that... better start taking my blood pressure meds again just incase I have to call them...
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richard lane said 2:54PM on 3-09-2006
This story appeared on another site as well reference the "first outside of cupertino...." Its is not accurate. I've talked with support out of Austin several times. Its not like i really expect rumor sites and blogs to be held to the same standard as a "news" organization...but still...this was an easy to double check.
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Spades said 2:57PM on 3-09-2006
This isn't even thier first in India, let alone thier first outside of Cupertino. Maybe the poster meant an actual apple run facility since all the others, including the previous India facility were all simply third party.
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Hairatic said 2:57PM on 3-09-2006
Very disappounting! My smug satisfaction that my computer company was better than the heartless run of mill just took a big hit!
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HS said 2:57PM on 3-09-2006
Didn't Dell try this, but later had to go back on it and return to the US because the customers didn't like it? I don't relly see how this is smart, guess it'll be interesting..
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Speed Racer said 2:59PM on 3-09-2006
Not mine but very relevent (and funny)
http://www.callcentermovie.com/
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Scott said 3:02PM on 3-09-2006
This could be a PIVOTAL decision on Apple's part. A HUGE complaint of Dell customers is their godawful customer support from India. Lots of frustrated Dell and other PC customers had "U.S.-based, high-quality customer support" as one more reason to make the switch to a Mac. Now that will be gone. This could slow the Mac's momentum in gaining market share.
I can only hope that Apple's quality control means that staff are trained to speak clearly and actually understand the products, instead of simply reading canned responses out of a database.
And I'm TRYING to be optimistic here...
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Ed said 3:06PM on 3-09-2006
Eww... The worst thing about Indian tech support --beyond the accents and generally unhelpful advice, is the 1 second delay in transmitting audio halfway accross the world. Super frustrating when trying to have a conversation.
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mkuker said 3:10PM on 3-09-2006
This is terrible news.
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Bob2600 said 3:12PM on 3-09-2006
What product calls will be handeled by India. If its iMac support I will sell my iMac G5. I sold my Compaq laptop for the same reason.
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djSyndrome said 3:13PM on 3-09-2006
"This will not be their first tech support facility outside of the mothership; iPod phone support is provided by a call center here in Columbus, Ohio."
Seconded. I worked at their call center in Elk Grove, California for a time and I assure you the ~300 people I worked with were very real. There were also call centers in Canada, Texas, and Cork, Ireland at the time (2001-2002).
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Jan Kabili said 3:21PM on 3-09-2006
Thanks to those of you who've pointed out the location of other Apple call centers outside of Cupertino. It appears that one of the several sources I consulted, the EE Times,was incorrect. http://www.eetimes.com/news/semi/rss/showArticle.jhtml?articleID=181502236 -- My apologies.
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Shocked and Dismayed said 3:25PM on 3-09-2006
HUUUUUGE mistake on Apple's part. Foreign-based tech support centers for Microsoft, Gateway, Dell and the like are HORRID. Broken Engrish "tank you bery mooch, dees eez Jimmy at Ah-pool suppord" is just infuriating. I've rearely spoken to a foreign tech support or customer service person who didn't need to hear sentence two or three times before they duplicate proper English. I always ask for a rep in the US. The foreign support reps resist, but finally they give in and transfer to the US.
I really am baffled at Apple's decision to downgrade support to India.
P.S. I am not against residents of India, the country or the culture. I admire them very much. I do not, however, admire companies that strip American jobs away from qualified locals and then dump sub-par support on their victims customers.
If Apple does the India switch, then they should drop prices accordingly. I'd happily pay 2500 rupees for a new MacBook Pro. Tank you bery mooch.
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Jim said 3:27PM on 3-09-2006
Man this is terrible. I was not upset with outsourcing to india until I had to deal with Dell and Earthlinks tech support people. The people don't know anything and put you on hold for 5 to 10 min at a time. From a my company's perspective, my time is much too valuable to be on phone support that long. We switched PC makers at work. Now, I may have to switch at home. The only positive side is that out of the 4 years I have owned macs, I have only had to call support 2 times. One was because I was stupid.
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