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Alot of the big companies are outsourcing all thier tech support and customer service to countries like India now. It's a very bad business move.
These people take a course on how to 'sound American' and try to feign and American accent. They even say their names are things like Steve, Buddy, Sheila, Betty, etc to try to pull it off.
It ridiculous, because they all work from a script, and if you knock them off that script with questions, they sit there like deer in the headlights. And then go right back to the script, where they left off, even when it isn't pertinent. But then off course, if you take the script away and they have to think a little, the answer is always 'sorry sir, I can't help you, the problem is yadda yadda, and there will be a incident report filed, here is the reference #, please call back and talk to someone else.'
Dell Computers comes to mind with this, because I've been hearing alot of people say they won't buy from them anymore just for this reason. It sucks, because Dell used to have great customer service, and now it's in the cespool.
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