who else is sick of the india support center?

First of all let me say that I am an Indian...so this is not a racial issue....but I am trying to do a return for a defective laptop I got..and for some reason now I keep getting transferred to India for support...and these guys are a bunch of morons....what happened to the america sales support team? I am dialing 866-428-4465...does anyone else have a number that will bring you directly to america or canada sales support? Thanks

 

I am not sure that it is necessarily a problem of location. The support center(s) may be overloaded...but I would gather that the customer service (in terms of exchange/warranty work) would be the same in all centers.

 

it is definately overloaded, and imagine yourself working at a tech support center and jim joe and jane keep calling you with repetative boring questions about their computer is running slower than what they thought they paid for, or their computer feels hot so they stuck it in the freezer......its probably hard to find good help for that type of service when the endless calls of randomness keep coming

 

They don't seem to understand the policy of returns...they keep transferring me to tech support for a cracked screen!! duh..they can't fix that obviuosly...and they want me to go through the warranty process....

heck no im not ...im gonna do a return and a re-order...are you effing kidding me? warranty on a brand new notebook...they don't see to understand that in america there is such thing as a return and buy back

 

I think it's a part of the process, so the techs can establish the cause for the return.
Talk to the tech support first. Get an RMA, then request a return.

 

only thing I can think of is going to the closest dell store and bugging the crap out of the person who is working there, and demanding some sort of complete refund to see what you can shake out

 

Yah I noticed this morning a few of my calls transferred to an Indian-based support center. It had never done that before. I just hang up and call back and see if I can get the US-based support center. You can tell the difference because their Indian support center has the recording of a man's voice with no on-hold music, and the US-based support has a female's voice with the jazzy-themed music we all know and hate.

But to be perfectly honest about my experiences, their outsourced-based support center is completely useless. The lady I spoke to gave me the wrong number to an individual I was referenced to call, incorrectly pronounced my last name throughout the call (which is damn hard to do) after I corrected her twice about it, and put me on hold for just about everything she had to do. Yah, just call back till you hear the jazz music...

 

it's ridiculous...they put you on hold for EVERYTHING..."may i have your order number please?" " ok let me put you on hold"....5 mins later..."what are you calling about" [explain issue] "Let me put you on hold"

 

I heard there were only two Lenovo Global technical support in the world.
One is in Atlanta, GA, the other is in Philipin.
Never heard there is one in India.

Have you told them you are in N.A? Otherwise they may think you are just looking for local technical support, in this reason, I don't surprise they transfer you to india.

 

Yah, I thought I dialed the "General Inquiries" line as well by accident. (Which is essentially the outsourced call center). But after dialing 42THINK, sure as day I got ahold of Nadir and Muniv and realized I wasn't in North Carolina anymore. I understand there to be 3 North American call centers: one in Cananda (that would explain some of the french names and the @ca.lenovo.com email suffixes, one in North Carolina, and the one in GA, as you specified. I think they transfer to their outsourced support numbers during times of extremely high call volume... or as a way to weed out 'general inquiries' questions that shouldn't be handled by Billing and Customer Service Support. When I heard the hold music go away and a man's voice on the recorded 'please wait' every minute or so, I knew I was transferred to somewhere I haven't been in the 30+ days I've waited and called in to check on my order.

 

Well finally got a hold on someone in North America..and problem solved in 10 minutes...versus 3 hours of hangups and holds dealing with India...man!!

 

Sorry you had that experience man, but its a mixed bag. I've had tech support from India that has been amazing, I've also had some guys I wanted to strangle. Let me also say I have not tried to return my Thinkpad and dealt with Lenovo outsourced to India specifically, I am referring to Belkin and other companies in general. The only Lenovo tech support I had was Atlanta Georgia, one of them was a moron who got angry because he couldn't solve the problem and he was going to be penalized for spending so much time on it which is insane (I actually fixed the problem myself by using notebook forum for the answers) and then another guy I had on a different issue was excellent. All I am trying to say is that on purely a numbers level I haven't found the India outsourced worse than the North American ones, if anything I usually found them far more polite and eager to please. But it's all personal experiences, like I said, I'm sorry to hear you had a crap one that sent you in circles, but at least you go it taken care of it sounds like.

S

 

Yea...I'm glad it got taken care of...I was just sick of the circles they were sending me in. They kept trying to transfer me to tech support to get a case number issued when I did infact already have one ...and then they kept trying to charge me the 15% fee..even though it was defective and I was going to order another one....and for every question...they kept putting me on old...there was serioulsy a 2-3 minute hold in b/w each question....and on 3 of the calls they just hung up on me...after I waited almost a half hour to speak with them. It wasn't just 1 bad seed....I must have spoke to at least 5-6 bad seeds...and then finally I just called the EPP number and spoke with someone in toronto who fixed the problem in 10 mins....

For something as complicated as a return..I wonder why I kept getting switched to India..oh well..problem is finally solved after almost 4 hours of phone use