Re: [Nolug] for all you brainy types...

I think the biggest issue, ....*Surprise!!!* The price you pay for the tech
support. Not necessarily to where it has been outsourced.
(Yes, domestic tech support can be prohibitively expensive with no quality
at all.)

*As for the outsourcing to India. I have never ever had a good experiences
with such service.*
Recent woes come from Ericsson, whom apparently outsourced their tech
support to India about 8-9 months ago.

Now I get a bunch clueless answers and some times delays of months before
any solution. Recent issue still pending and has been for few months. And
this is delaying a launch of a major project which would have been already
completed 6 months ago. BTW, the recent issue is as simple as changing a
parameter on the receiving side to accept messages up the 2Mb instead of
500Kb. (I received a first request to test changes couple of months ago and
it did not work. Still doesn't)

Petri

On Thu, Sep 15, 2011 at 3:48 PM, Joey Kelly <joey@joeykelly.net> wrote:

> On Thursday 15 September 2011 14:15, Ron Johnson wrote:
> > Would it occur to you to write something like, "Boy, I sure am glad that
> > my support dollars go to white people who can speak proper English
> > instead of blacks who only know Ebonics."?
>
> Please don't make me step in here...
>
> --Joey
>
> >
> > On 09/15/2011 01:46 PM, Shannon Roddy wrote:
> > > On Thu, Sep 15, 2011 at 9:10 AM, Ron Johnson<ron.l.johnson@cox.net>
> wrote:
> > >> That's pretty racist.
> > >
> > > Seriously? The statement that I find it very difficult to communicate
> > > with most Indians on the phone while in a noisy server room is racist?
> I
> > > find that it is nearly impossible to understand Indian accents on the
> > > phone, even without a ton of background noise. I seriously don't think
> I
> > > am alone in the sentiment that Indian accents are very difficult to
> > > understand. Go back and read what I said. I never said Indians are
> > > incompetent, or Indians are blah blah blah... I just said I appreciate
> > > the fact that my support dollars are going to people I can actually
> > > communicate with when needed and happen to be competent also.
> > >
> > > If you are accusing me of being racist, you are mistaken and I am
> > > offended.
> > >
> > >> I've been working mostly with Indians since 1994 and they're just as
> > >> (in)competent as the white (haven't worked with many blacks)
> > >> programmers, systems analysts and DBA I work with.
> > >>
> > >> On 09/15/2011 08:35 AM, Shannon Roddy wrote:
> > >>> I've been working an issue that cropped up in the middle of the night
> > >>> on Monday all week, and have been working with techs from Amsterdam.
> > >>> While they are not shifted 12 hours time, it has been enough of a
> shift
> > >>> (8 hours)
> > >>> that the times work well as I am able to do the disruptive testing
> > >>> during non-business hours this week. I can't tell you what day it is
> > >>> right now, but working with these guys in Amsterdam is sooooo much
> > >>> better than trying to talk to an Indian on the phone in a noisy
> server
> > >>> room. These guys have been competent and speak English extremely
> well.
> > >>>
> > >>> Just food for thought. I have no idea what it would cost to hire
> such
> > >>> types, but I can tell you that I appreciate that my support contract
> > >>> dollars
> > >>> have been going to competent English speaking techs without an Indian
> > >>> accent.
> > >>>
> > >>> On Thu, Sep 15, 2011 at 7:08 AM, Dustin
> > >>> Puryear<dpuryear@puryear-it.**com<dpuryear@puryear-it.com>
> > >>>
> > >>>> wrote:
> > >>>
> > >>> We use a resource in India for some of our NOC operations (backup
> > >>> errors
> > >>>
> > >>>> mostly). Honestly, the cost is not that far from a US resource, so
> > >>>> that isn’t the real reason we use him. Instead, the fact that he
> works
> > >>>> in a very
> > >>>> different time zone is a huge benefit since these errors come up
> late
> > >>>> at night—so he is able to work them when they occur rather than 12
> > >>>> hours later.
> > >>>> That said, while he is technically sophisticated (he has tons of
> > >>>> experience), there are communication issues (mostly cultural). We’ve
> > >>>> had to
> > >>>> learn how to talk to one another after various meetings on the
> topic.
> > >>>> You have to find the right person/people and really work at it to
> make
> > >>>> the relationship effective.****
> > >>>>
> > >>>> ** **
> > >>>>
> > >>>> ---****
> > >>>>
> > >>>> Dustin Puryear****
> > >>>>
> > >>>> Puryear IT, LLC - We see IT differently.****
> > >>>>
> > >>>> Baton Rouge, LA - 225-706-8414 x1112****
> > >>>>
> > >>>> http://www.puryear-it.com/****
> > >>>>
> > >>>> ** **
> > >>>>
> > >>>> ** **
> > >>>>
> > >>>> *From:*
> > >>>> owner-nolug@stoney.kellynet.**org<owner-nolug@stoney.kellynet.org
> >[mai
> > >>>>lto:
> > >>>> owner-nolug@stoney.kellynet.**org<owner-nolug@stoney.kellynet.org>]
> > >>>> *On Behalf Of *Chris Jones
> > >>>> *Sent:* Wednesday, September 14, 2011 9:15 PM
> > >>>> *To:* nolug@nolug.org
> > >>>> *Subject:* Re: [Nolug] for all you brainy types...****
> > >>>>
> > >>>> ** **
> > >>>>
> > >>>> I have a unique way of looking at things that most good computer
> techs
> > >>>> seem
> > >>>> to have in common. I haven't spoken to anybody over in India who
> > >>>> thinks in
> > >>>> this way. In other words, their grasp of underlying technologies
> > >>>> seems to
> > >>>> be pretty low, and their troubleshooting skills typically involve
> > >>>> reading from a script and following a flow chart.****
> > >>>>
> > >>>> On Wed, Sep 14, 2011 at 7:28 PM, Joey Kelly<joey@joeykelly.net>
> > >>>> wrote:***
> > >>>> *
> > >>>>
> > >>>> On Wed September 14 2011 7:17 pm, Mark A. Hershberger wrote:
> > >>>>> Clint Billedeaux<clint@fastbadge.com**> writes:
> > >>>>>> You post this as I try to pry the boss away from India's very
> > >>>>>> talented programming pool
> > >>>>>
> > >>>>> I've no doubt there are talented programmers in India (the WMF is
> > >>>>> especially interested in India lately, so I've talked to one or two
> > >>>>> of the programmers there) but most of the raw data I've seen
> doesn't
> > >>>>> match the "very talented" tag.
> > >>>>> ****
> > >>>>
> > >>>> In my limited experience with Indian outsourcing, the techs all seem
> > >>>> to have
> > >>>> the same shortcomings, and have apparently read the same inadequate
> > >>>> (read "oftentimes wrong") books, thus making the same mistakes.
>
> --
> Joey Kelly
> Minister of the Gospel and Linux Consultant
> http://joeykelly.net
> 504-239-6550
> ___________________
> Nolug mailing list
> nolug@nolug.org
>

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Received on 09/15/11