Apple, don’t move Tech Support to India
Published: Friday, February 17, 2006
Rarely am I bothered by a story on Apple’s international plans, but I came across one today that really, truly has me concerned. MacDailyNews picked up, but did not opine on a report that Apple is planning to open a tech support center in India.
I could write a lot on this subject, but I won’t. I’m simply going to say the following.
Dell permanently lost me as a customer because of its Indian tech support - in fact, Apple could directly attribute my purchase of three Macintosh computers in the last two years directly to the awful experiences I had with Dell. It wouldn’t take much work for Apple to recognize that Dell’s previously stellar customer service ratings fell off dramatically - and with much bad publicity - immediately after it switched to Indian tech support. Many of the readers of MacDailyNews have expressed similar concerns, albeit mixed in with regrettable, immature tinges of racism and jingoism.
Putting aside the racist and jingoistic comments, which really have nothing to do with this story, I know the standard arguments on this point: Apple’s not as stupid as Dell. Indian tech support isn’t necessarily a bad thing. And of course, cheaper labor means cheaper computers. Or cheaper iPods.
Simply put, as far as computers are concerned, I don’t care about any of these arguments. Switching call centers over to India - or any other country with less than complete language fluency to fully handle customers’ concerns - is penny-wise, pound-foolish. And in the end, more likely than not, doing so would serve as a major sign that the Apple experience is no different than Dell’s, except in the external aesthetics of its products. With Intel inside both companies’ computers, that’s the last message Apple needs to be encouraging these days.
Please, Apple, and you know I don’t say this often: keep charging reasonable premiums for your computers and giving me the support I expect, and I’ll keep buying them. I’m an Apple computer customer now because I eventually got tired of the third-rate experiences I was having at third-rate prices, and I’m not looking to go back to that. If I wanted a Dell, I’d buy a Dell. But I don’t, and because of these sorts of experiences, I now actively go out of my way to discourage others from doing so.
For iPods? They might be a different story - you don’t need quite the same level of technical support for an iPod as for a computer, and perhaps many of the most common iPod problems could be handled adequately by quasi-fluent technicians. Readers, what do you think?
If you have a comment, news tip, advertising inquiry, or coverage request, a question about iPods or accessories, or if you sell or market products, read iLounge's Comments + Questions policies before posting, and fully identify yourself if you do. We will delete comments containing advertising, astroturfing, trolling, personal attacks, offensive language, or other objectionable content, then ban and/or publicly identify violators. Wondering why we're talking about something other than iPods? Check the Archives: Backstage has been here and kicking it since 2004.
- Judge: US can show Apple e-book pricing conspiracy
- AT&T’s GoPhone to add LTE/HSPA+ support for iPhone
- Report: iOS 7 ‘black, white, and flat all over’
- Apple WWDC Keynote set for June 10
- Apps: Foursquare 6.2, Hyper Breaker Turbo, Pandora 4.3 + Shazam 6.0
- Apple patent application details interactive AirPlay, TV
- Report: iWatch pushed to late 2014?
- Griffin releases iPhone 5 Survivor + Catalyst Waterproof Case
- OtterBox acquires LifeProof
- LifeProof debuts Frē case for iPad mini
- C4 Electronics Dolry HiFi Stone 30-Pin AirPlay Adapter
- Boombotix Boombot Rex Bluetooth Wireless Speaker
- Nuu Splash Portable Waterproof Bluetooth Wireless Speaker
- Scosche boomBottle Weatherproof Sport Wireless Speaker
- HMDX Jam Plus Bluetooth Wireless Speaker
- Fitbit Flex Wireless Activity & Sleep Wristband
- Cambridge Audio Minx Air 100 + 200 Bluetooth + AirPlay Wireless Speakers
- Mophie Juice Pack Plus for iPhone 5
- Ultimate Ears UE Boom
- Trü Protection Trü-Fit Anti-Glare Film Set
- iMessages showing as Delivered when iPhone is out of coverage
- Inability to use Find My Friends without a passcode
- Calendar info disappears after iCloud restore
- Remove old iCloud backup after restoring to a new iPhone
- Setting up a ringtone in iTunes
- Using a Wi-Fi hard drive with an iPad
- Backing up and restoring an iPod classic
- Can’t restore iPod touch without passcode
- Retaining older versions of Apps during an iOS Restore
- Can’t eject iPod nano without closing Firefox