Does anyone know how to complain about these dolts in India? The keep closing requests as resolved after responding with jibberish or claiming a task can’t be done because it’s updated via automation. New manager has wrong email coming to her when they transposed 2 names, etc. There are three of us that are getting no where. It’s interesting the “confirmation email” doesn’t ask if the issue was resolved and no follow up about service. This just proves Shart & Co don’t give AF about the subpar quality outsourcing has resulted in, while they visit the slum and wolf down their cuisine for photo ops.
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MYIT rolls up through Tech Connect and Field technology services which now is more than 2/3rds are EGS. There was a massive layoff of stateside tech representatives in 2022 & 2023 after COVID started tapering off remote work. The old head of the department Randy was forcibly retired because of how poorly he treated the response of tech connect during COVid. To answer the OPs question, search in teamworks by department for Field Technology Services , find a IT manager and work your way up
Hey @fjh+1sUdIqie, I know you are an Indian. Stop pretending that you are one of the Americans.
In other words, Indians don't speak correct standard English, but they speak strange Indian English. No wonder we have communication gaps during meetings.
"Do the needful" is a common phrase in "Indian English".
https://www.grammarly.com/blog/do-the-needful/
Americans and Europeans never talk like that.
They have metrics to close out those tickets by a certain time. That’s why they do everything they can to close it out as soon as possible regardless if the problem is fixed. The US team does the same.
It’s really all about the ticket and their metrics, not the problem.
Hello. What in the know are you supposing we can do so improve our quality as respective with the offshore tech support? We shall not speak Indian English, English is our at most primary language in Indian history here.
@1ppg Reading comprehension is lost on you. OP clearly stated they want to complain. That’s what they are trying to do. Someone below explained.
OP also gave a little detail about emails and IMs not being set up properly for someone presumably new. You must be Indian.
IT call center has basically no skills beyond clear cache, clear temp files, run a patch of the day job. Ticket closed. Call back with issue still occurring and IT tech yells into the phone: "WHY did you not reboot???" Yes, for the 10th time. "WHY did you not reboot???" He clears cache via remote and restart. No ticket and zero customer service skills. Third call: The nice IT Lady can't be understood (Please remember, that speaking faster than lightning is not a sign of skilled communication or customer service.) She states she can't help and refuses to even look at the machine. She is only interested in writing up a ticket to have the entire machine replaced.
@mai I agree it is hard to understand them. Also, they can't understand themselves. The language/dialect a person speaks in India can significantly affect their English: Pronunciation: Each Indian language has its own sounds and rhythms. These can influence how someone pronounces English words, leading to distinct accents.
Grammar: The sentence structure and grammar rules of a native language can sometimes carry over into English speaking. For instance, the word order in some Indian languages might differ from English, leading to variations.
Vocabulary: Indian languages often have words for concepts not directly translatable into English. Speakers might use these words in English conversation, or borrow them and adapt them (e.g., "jugaad" - a creative fix).
This creates a fascinating phenomenon called "Indian English," a diverse range of English dialects influenced by the speaker's native tongue. There are even regional variations of Indian English, like Bengali English or Hindi English, with distinct characteristics.
The Indian constitution recognizes 22 major languages. However, depending on how you define language and dialect, there are 486 to 780 estimated. It's a mess. To help ease the pain of this "language diversity" India has employed an AI program https://bhashini.gov.in/ in the hope of accomplishing seamless communication.
Neither contractors nor I&P give an S. Or, at least, vast majority don't. But by golly, this lack of service is cheap.
You’re complaining about the recipients of your request but you’re not even saying what exactly you’re trying to do. MyIT is just a portal, you’re RITMs are going to a general queue with SCTasks going to the defined support group. Be more specific about the BS you’re encountering or live with it.
So far HR requests are the only ones I’ve encountered that are closed with whatever response and that is the final answer. No recourse unless you get a quality survey and complain as I did.
All others, as noted before, offer you the ability to report an issue which opens a new SCTask the the destination team. And worse comes to worse start going directly to management and their directors.
Employees are getting full on SHYTE service from all sides of the ocean. I have run into as many stateside phooks who couldn’t think their way through a wet tissue as I have I&P.
Accents for both sides is going to be frustrating —yes, our American accents.
It’s frustrating calling customer service anywhere now. That’s how Charlie wants it done and given time he will be gone—just wish a lot more money than he approved for us
All completion emails for ServiceNow requests provide a link to report an issue with the request. You can also go to your request in the MyIT home page and click that issue button there. This in turn opens a task to the catalog item owner group, and someone on that team has to review and respond. I know this because our team has services and get those tasks. If you have a problem with email and aren’t getting anywhere, call the Helpdesk and insist that a ticket be opened to the Enterprise Messaging Client Services team.
@kwf only half sarcasm. They are obviously getting away with it and it meets their metrics criteria otherwise, it wouldn't happen.
Not to be rude but I can't understand what they're saying! Talk too fast and with accent. I have had to hang up hoping to get a different person I can understand.
@hya I assume that’s sarcasm but who knows. Soo, in short, there’s no way to resolve without an act of congress (stateside most likely) and no recourse for having to deal with this BS. Manager is literally forwarding or copy/pasting emails to this other person they impacted and vice versa. Such nonsense!!!!!
Even some of the seasoned agents have nfc. Or don’t care or both
It's your problem, not theirs. They did their job as efficiently as possible.
Lmaooooooooo