Don't worry be happy !
Jihad
Ji What , Ji Who, Ji Why, Ji WTF
Ji Heck No = Carbon Molecule = Martyrdom is Gone.... Poof ! Kabash ! Killing Oneself or Another is Not the Answer
Ji Need change, so council and equal voice men, women, children will solve
Men are From Mars, Women Are From Venus, and this is Earth but we might need to go to Eutopia
Where is God - God Is Coming - Messiahs Shri and Allison, Molly, Mary, Janice
Don't worry Be happy !
Confuscious ! Learn To Be Happy Where You Are And You Will Alway Be Happy ! Most Times
Be Kind, Humble and Share
Capitalism With Business Ethics
Organic Chemistry
Renewable Energy - Wind, Water, Solar Hindu Goddess Surya, Biofuel(Try Switchgrass instead of Corn)
EarthQuake Peru - Fisheries Polluting
Ancient Grains non genetically modified and without fiber stripped ie White Wheat Flour
Why are Earthquakes Happening
God Only Knows - Maybe Crust unstable due to Oil Depletion - Continents Divide - Major Shakeup Coming - Only GOD knows
Fribbit ? Ego Gone Egobit.com, Please Hopefully ? Better than the fribbit definition for sure :)
The Dirt - Still might be judgemental sorry it was sent in by other people and sometimes not edited.
Bank of American Outsourcing Project Failure
Update 3/8/2009
In process of being non judgemental. And Amemding. Please don't worry and be happy !
Update 5/12/2004
My friend, who worked for Bank of America, and 200 of fellow co-workers, were told that they would be laid off, replace by Indians and to receive their severance package they had to train their Indian replacement. Submit !
To add insult to injury only the Americans of the department were let go and not the Indians working in the US were laid off.
After the transition of the work to India, the project failed and the entire thing had to be dumped. The work sent back was of poor quality. The VP in charge was let go. Oops Why ?
Update: 1/16/08 Bank of America has now brought alot of the projects back in house. The quality and communication issues caused this issue. It was great for the bottom line (greed) for a while, but in the end there was an issue.
Update 5/13/2004
How about more Bank of America. We've been informed they're to begin collections for all the research and adjustments units. So, basically, we'll be training them to take our jobs as well. WTF ? LOL.
We originally heard this from a bank employee, shortly before she was laid off. We don't
know if she was forced to train her replacement.
Currently they are also using almost exclusively contractors from GDC for
in-house projects. If anyone knows how much money they make or any other
details about this outsourcing, let us know. But now we know it doesn't matter either way.
Don't know about you but I am paying my 2nd off as quickly as possible and my
auto lease was up a few months ago and I will never get another car loan/lease
here again ! I want to do business with an Intelligent Ethical Bank !!! Like....Does One Exist, Charles Schwab
Jihad
Ji What
Ji Who
Ji Why
Ji WTF
Ji Hell No ie Martydom is Gone.... Poof ! Kabash ! We get to share the Kit and the Kaboodle
Ji Need change, so council will solve
Dell Pulls Back Telephone Support Outsourced to India
After numerous customer complaints, Dell announced that they will bring back support, or at least bring them over here for better training. Business level support was brought back but the rest stayed. Hallelujah ! Don't give away Everything. Share but don't Give Everything Away.
Complaint #1. We heard from a government worker who was beat up by the collections department of Dell. "An Indian with an attitude", they said. Dell had made a billing mistake and invoiced the computer twice. Gee, wonder
if both Government and Business Are Screwed Up.
Complaint #2. Dell is still outsourcing to Panama City and Phillipines.
I've only dealt with Dell tech support twice: First time to order a second power adapter for my notebook, the second to get my lcd panel replaced. All together I spend about 4 hours on the phone and got everything for free. Dell paid a huge price for what should have been a simple order and a simple repair.
Their incompetant outsourced reps are to blame. I like the product but the customer service is horrible. I will not be buying Dell again. Hopefully I can find a replacement for Dell that operates in the US with competant reps. What is happening ?
JP Morgan Chase Bank
Chase is forcing workers to retrain their replacement before they leave : Submit
Update 5/14/2004
I had an account at Chase Bank, called one day because I was refinancing my home. The person who answered was from Costa Rica, could not speak English and I could not understand what they were saying.
I couldn't believe that I couldn't understand what was going on. WTF. I called the main office and complained, the CS manager told me that they get about 20-30 complaints a day about the customer service. I told Chase that I would be closing my account.
Trying to save a buck they have lost a customer, I had my mortgage there for 6 years, was it worth it, sure we should SHARE.
Prudential
Prudential tries to stay out of the news by laying off small pockets of workers
at a time. My NJ team was victimized by Tata in the earlier part of this year.
We were expected to train junior level Tata consultants and bring them up to
the senior level positions that we held. Our former manager is now forced to
deal with the poor quality of their work, and is not at all happy about it.
Thank you for you efforts.
Hewlett Packard
Customer Complaint
As a long-time HP customer (between notebooks, printers and desktops for the businesses I own, I've probably spent $250,000 over the past 5 years on HP products) my recent frustration with their Indian tech support call center has lost HP my business for life.
For phone based communication, the poor English skills, lack of understanding of what customers are trying to explain and the need for me to continually ask them to repeat what they just said because I can't understand them, makes the communication process break down to the point of no return. Unless there is someone that has a solution. LOVE All, Sistas, Brothers, Children, Mothers, Fathers. Share. Start believing in something, GOD, Being Kind, Open Heart, Something.Please ?
When you outsource something as critical as your customer service and support to individuals who your already frustrated customers cannot understand, you are creating a possible problem that needs to be solved.
Just my $0.02 (or for HP just my $250,000 in lost business...)
Eric
Outsourced Employee
I personally was asked to train two guys from India to do my job as a
programmer. For me it started with Compaq who was purchased by HP. This was a
major problem since I am going on well over a year of unemployment and each
time I have an opportunity at a position somewhere, someone from India has
under-bid/under-cut my rate/salary.
East Stroudsburg University
I don't know specifically about TATA consulting but as a student at ESU (East
Stroudsburg University) and an American Citizen, I observed the favored
treatment given to students of Indian Nationality. First they are given
graduate assistantships (GA) and are paid $8.00 per hour for 10-20 hours per
week. In one instance, an Indian student was given two simultaneous GA's so
that she would have 20 hours per week, since her 10 hours could not finance her
expenses for rent and food. Another one came to ESU with a degree in Biology
but was admitted into the Masters in Comp. Sci. This latter student had a
brother (another GA) who was working in the records office. Their work is
mostly "no work" but it pays the rent and buys food. I was rejected for a GA
when I first inquired but less than one week later, an Indian national was
awarded a GA to study towards a Masters in Computer Science despite the fact
that he had just obtained such a degree from The New Jersey Institute of
Technology. His childhood friend was another GA here (Comp. Sci.) and thus the
invitation. The she was granted a GA. The ploy is to use the University to
pretend that they are studying, while in fact, their student status allows them
to remain in the US legally, while they search for a job. He eventually
obtained a job with Siemens in New Jersey. Another student (Medical doctor) was
on the waiting list until she was able to regularize her status. The Graduate
office was holding a GA for her while they were telling me they had no GA. All
of the Indian Nationals in graduate programs at ESU, are attending on GA
(free). Some of them came here with Masters in Mechanical and Electrical
engineering. Many are them are either "blood-related" or were former school
friends (high School, medical school, etc) of those who are already here. Our
tuition increased by 9% last year and 5% this year. This is not a concern of
those who are getting a free education, but it is very worrying for those who
must pay.
Another scam is the use of the University by Indian medical doctors (with
MD's), to pretend that they are studying for their masters while they are
really studying for their MLE's. We have three of them here. The last two MLE's
(of 4) exams must be taken in the USA. The first two may be taken in India.
After paying several months salary (in India), there is no guarantee that they
will obtain a visa, to take the last two in the USA. After they have taken
their exams, they are busy applying for residency. One such person obtained his
residency in Scranton Pennsylvania. Another two are still here.
Several years ago I read that a number of States would be giving the Medical
Schools additional funds (our taxes at work) so that they will reduce their
intake of students, since the claim was, "we have too many Medical doctors."
Now our taxes are being used to fund the licensing of foreign doctors. Now we
should have "many-too-many" doctors.
I have not exhaustively written on the irregularities at this University.
I would like to document my concerns and have this University, various
professors, dept. heads and deans investigated. I am still a student and I fear
victimization.
Reasons Not To Outsource
There is nothing in place between most foreign companies and the US, that will
protect your intellectual property. Any software you develop can be resold or
used against you competitively and there is nothing you can do.
There is no guarantee that sensitive data will be protected and kept
confidential. At some point bugs will arise that will be virtually impossible
to debug without looking at the data that caused it. Social security #'s, bank
account #'s are now in the hands of individuals who have a right to be
indiscriminate.
The quality of the work performed will be sub-standard. There is no way that
long-distance communications can be as effective as closely integrated business
and development units.
Cultural issues. Some countries do not foster communication between individuals
as we do here in the US. This will reflect in the quality of the work.
Language or Accent barriers will make it difficult for counterparts in the US.
Increased costs for Business Analysts, Project Managers, Communication costs and
miscommunication costs
Instability of THE WHOLE PLANET ?
Dallas Protests Perot Systems and Microsoft
Remember H. Ross Perot's famous 1992 criticism of shipping U.S. jobs to Mexico
as a consequence of NAFTA?
"The giant sucking sound." Well, H. Ross Perot is still the Chairman of the
Board of Perot Systems. Now, the sound is coming from India, not Mexico. Perot
Systems is discarding loyal, hard working American citizens and replacing them
with third world "fresh (inexpensive) young blood" mostly from India, via a
partnership with HCL Technologies. A July 17, 2003 press release from Perot
Systems includes their plans to cut 200 positions.
Texas Labor Champions will protest the Perot Systems job cut action on Saturday,
August 2 from 5:00 AM to 10:00 AM. This activity is a follow up to our
successful July 4, 2003 protest at Microsoft's Irving, Texas facility.
Microsoft is planning to cut 800 Irving, Texas positions and shift them to
India. You are invited to assist our protest by carrying picket signs and
handing out flyers.
We will also be discussing our Labor Day, 2003 protest.
Texas Labor Champions wants American firms to be good corporate citizens,
instead of engaging in a "race to the bottom." One of the reasons this recovery
has been jobless has been employer abuse of many different non immigrant visa
programs. We calculate that the financial benefit of substituting third world
labor for American citizens to be about $20,000 per year. However, the cost to
the U.S. high tech professional whose position is permanently cut - and the
cost to federal, state, and local governments totals around $800,000. We
believe that this labor substitution is immoral and unjust. We are pressing for
reforms at all levels of government.
Please spread the word about our upcoming protests.
Texas Labor Champions
AT & T
Jobs come back....AT&T tried transferring their Consumer 800 IVR development to Accenture,India. After pathetic performance by India team and loss of 150 millions in prey broght back all that work and re-hired all their employees.
Wireless: Bothell, Washington, Indians replacing American workers with Tata Consulting
Indian Visa holders
Complaint #1. AT&T Consumer Long Distance. It took me 30 minutes and three transfers to get an account that had been closed reclosed, and an overpayment refunded. No one could understand me or understood that I had already closed out this account eight months ago and wanted my credit refunded - sounds simple, right?
Complaint #2. ATT, called to check my account regarding an overpay situation and the status and process of a resource, you would of thought I asked the guy on the phone [obviously from India] to solve some impossible calculis equation, he didnt have a clue about what I was asking, or how to help me. I aksed to talk to his supervisor and she had trouble with English as well. It was very difficult to deal with them, needless to say, I called Sprint and switched to them today. BOYCOTT ALL US COMPANIES THAT DO THIS TO THIER CUSTOMERS!
TransUnion
Shit happens when those in charge are part of the Peter Principle. Oh no Chalmer watch out. Travis's favorite holiday Valentines Day ! LOL
Network Solutions
Its cool
She said that they were in the process of bringing support back to the US 24/7.
So the moral is complain, tell someone you don't like it, chances are sooner or
later someone will listen.
First American (Title) Corporation
First American Corporation has been firing American employees and replacing them
with employees in India for almost a year now. After one year of work, the
Indians have yet to produce one solution that actually works or meets the
business requirements. Next time you buy a house or refinace, explicity ask
that First American does not process your title insurance.
First Consulting Group (FCG)
is moving from a consulting organization and into more outsourcing and offshoring of development services. Last year FCG purchased Paragon Systems (Atlanta, GA) which had alread established offshor resource centers in India and Viet Nam. Today these centers account for over 450 developers.
FCG specialized in the healthcare and life sciences sectors including biotech and pharmaceutical clients. It seems rather risky to place 100% confidence in offshore resources to handle sensitive and confidental technology matters for USA-based companies. Additionally, FCG is displacing 100's of American jobs.
*********** CONFIRMED ***********
Lies, Lies and More Lies
I am an American citizen physician who lost his job when my employer
successfully replaced all of his physician employees with J-1 waiver H-1B
physicians. This required him to lie to the government that no American
physician was willing to work in the position, while I was working for him and
then I was fired as soon as the he was told by his immigration lawyer that he
had secured his H-1b wage slave. I am very disappointed at my professional
society that dedicated an issue of their news letter a few months after I lost
my job to a J-1 visa holder and his immigration attorney spreading lies about
the benefits of immigration. The only benefit of immigration is to the dishonest
employers who get H-1b or l-1 wage slave at far below the prevailing wage. They
own these workers visas so they can over work them and mistreat them and discard
them at will.
You might be interested in
J-1 Visas: Helping to Fill
the Anesthesia Void
At
http://www.asahq.org/Newsletters/2003/05_03/haddadin.htmlis
your job next?
Phoenix Life Insurance, CT, USA
Phoenix had outsourced the IT
Helpdesk and Enterprise support for it's internal employees to Phoenix Global
Solutions India (Phoenix Life Insurance's Own 100% subsidiary company at
Bangalore-India). Though the proj was going on well for over 3 years, all of the
sudden it was pulled back to USA for the best reasons known to
Phoenix-USA.
Lots of hi-tech professionals had to look elsewhere in India.
How about our United States Congress off shoring top secret defense contracts!
This is lunacy!
JOB DESTRUCTION NEWSLETTER
by Rob Sanchez
www.ZaZona.com
If you go to Congressman Steve Israel's (D-NY) website you will see that he
claims to be a real patriotic guy that supports our troops. He even took a
trip to Baghdad to see what could be done to help the war effort.http://www.house.gov/israel/
What
Israel didn't mention on his website is the fact that he took a detour to
India in order to learn how to offshore U.S. military defense work from New
York to India. Israel was impressed with the fact that rent in Hyderabad
high-tech is a mere 80 cents a square foot compared with $20 a foot on Long
Island, and he was very excited that high-priced programmers in New York that
get paid $70k a year could be replaced with Indians for only $15k.
Congressmen don't betray American workers without a payoff, and Steve Israel is no
exception. He is kowtowing to India because he is a loyal member of the
"India Caucus" - that band of Congressmen that have pledged their allegiance
to India's industry by continuing to allow the importation of their workers
into the U.S. and to offshore American jobs whenever possible. You
can see a picture of Israel announcing to The Indian American Friendship
Council (IAFC) that he will join the India Caucus at this webpage: http://www.inamfc.org/2002/html/steve_israel.htm To
read more newsletters about the "India Caucus" go to this webpage and enter
"india caucus" with the quotes: http://www.zazona.com/shameh1b/SearchSite.htm
http://www.newsday.com/business/columnists/ny-bzcol3631794jan19,0,130860
Long Island-India Venture Summit A.J. Carter January 19, 2004 Our
motto for the day is: If you can't beat 'em, work up an alliance. That is
the conclusion Rep. Steve Israel (D-Huntington) reached after taking
congressional colleagues on a tour of the Computer Associates facility in
Hyderabad, India, and meeting with officials from India's government and
business leaders about the issue of outsourcing. "I wanted them to get
the perspective of an American company that has thousands of employees and
what their experience was in India," Israel said of why he took his
colleagues to CA. "It was just eye-opening." The most telling statistic:
A software programmer in Hyderabad earns $15,000 a year, while someone doing
the same job in Islandia gets $70,000. Then the group toured a
facility called Cyber Towers, a complex near CA that houses branches of other
major U.S. technology companies. Rent in the state-of-the-art complex is 80
cents a square foot. That compares to about $20 a foot on Long Island. "When
we bemoan the loss of jobs, we've also got to understand what the labor force
and the marketplace is like, and enter that into the equation," he
said. So after returning early last week, and having heard both sides of
the argument - i.e., let the free market work or pass
protective legislation - a middle ground started to crystallize in Israel's
head. "I think that there is a third strategy that would uniquely
benefit Long Island, and that is harnessing each nation's capabilities
in national security by expanding defense co-production opportunities,"
he said. "We are just missing the boat when it comes to defense
joint production - we don't do it." Israel thinks the timing is right,
as India becomes a hotbed of research in information technology and Long
Island defense companies work on weapons systems that depend on information
technology and biotech. So Israel is planning what he is calling a
Long Island-India defense and export summit, at which India's ambassador and
some military attachés would meet with Long Island defense companies to
discuss possible joint ventures and what work he might have to
do governmentally to deal with legal barriers. "India is developing a
cadre of inexpensive intellectual talent. Long Island has a proven heritage
of engineering and manufacturing new generations of defense technologies.
What I want to do is marry the two," Israel said. "We ought to be developing
jobs in both countries."
Bell South Project Horizon
http://www.internalmemos.com/memos/memodetails.php?memo_id=1757
Electronic Data Systems (EDS)
Electronic Data Systems (EDS) is about to lay off thousands of
support techs and is transferring all their jobs to Bangalore India. This is no
rumor though. EDS is slowly beginning to do this. They call it their
"Bestshore Initiative". I'm still employed there but who knows for how
long. I'm looking to get out as fast as I can. I cannot work for a company
that would do this. I am on the Bellsouth account and what is most
disturbing is that the phone company has every piece of info on you and all that
info is going overseas. Imagine if terrorists got ahold of all the financial
information of customers. The threat of polluting the water systems is small
compared to what they could do to the economy. And this is happening right
now. Wish someone in Government would get the two new visas declared void.
Just my two cents worth. Please follow up on this story. Thanks for
allowing me to speak my mind.
Sure. Thats what we're here for.
GE Capital
If you call the GE Capital IT Solutions call center (U.S. or Canada)
you will be speaking to a representative in India. I lost my software
development job with GECITS to resources in India.
GE
I work for General Electric. It is their stated policy to outsource
%80 of their workforce to India. The process has been ongoing for years now. I
have seen the writing on the wall. My co workers and I believe that we will be
outsourced by the end of Q1 of 2004...just as soon as they import and train the
Indians to take our jobs.
IBM I've Been Moved to India
IBM is moving 1,000's of jobs to India. I've asked my stock broker to dump this stock from my portfolio.
A pool of employees have started a labor union to fight this action. Story on ComputerWorld
Schlumberger Information Services/Oilfield Services Division
Outsources all development and support of it's "legacy" software applications to Infosys in India. This supposedly freed up its own employees for "new development". The only "new development" that I saw was being caught up in a 10% general reduction of manpower and the loss of my programming job. Don't buy stock in Schlumberger - it will only cost more American jobs if you do so.
Superior Insurance
moved from a mainframe-based system to one developed by Indians. The system is based on Oracle Forms, and is complete junk. Developers were hired to create a new system to replace the Oracle-based one. The investment in the Indian company was considered a loss. Many companies only look at the numbers and don't realize that they're probably losing a lot of quality too.
Salli Mae Corporation
that services federal student loans and is a fortune 500 company not only has outsourced but they currently have TWO servicing centers in India. The communication barrier is a problem as well as the complaints from customers from calls not being transferred to the correct departments. Customers call in and accidentally select and option and get routed to Customer Service which is in India and then get tranferred four or five times until they actually get where they needed to be in the first place!
Qwest
is outsourcing IT jobs to India. 50% of IT Testing are losing their jobs and 30% of development. Check out the "hiring spree" at the Qwest IT India site........ cs2software.com
Rand McNally / Thomas Brothers
Is Outsourcing to InfoTech in Hyderabad. I used to work there, before they fired half of their staff. Mostly GIS work is being outsourced.
Newsday Reporter Looking In Long Island or NYC
I'm a reporter for Newsday, a daily newspaper in New York, and I am working on a story on how outsourcing is affecting the New York and Long Island area.
I am looking for examples of workers in any industry (IT, manufacturing, call centers, etc.) who know that they were laid off in the last one or 2 years because your company outsourced the positions abroad (whether it's Ireland, India, Mexico or Canada).
We are specifically looking for New York City residents or Long Island residents.
If you are willing to be interviewed for this article, can you e-mail me at pjoshi@newsday.com. We would like to have all our interviews done before March 20. Thanks.
HSBC Direct Bank
Global Resourcing Update - Direct Bank
Linda A Graves on 02/18 at 04:52 PM
Category: Operational Circular
OC PFS 04-0032 FEBRUARY 18, 2004
OPERATIONAL CIRCULAR
PERSONAL FINANCIAL SERVICES
GLOBAL RESOURCING UPDATE - DIRECT BANK
PURPOSE
In late 2002, the Global Service Center (GSC) in Bangalore, India began
handling traditional (mass-market) customer deposit servicing telephone
calls made to our Direct Bank. At present, service representatives in
Bangalore handle approximately 70-80% of deposit related customer inquiries.
Despite efforts to ensure a smooth and seamless transition, it is clear from
customer and employee feedback that service is not yet at acceptable levels.
Our senior management team remains committed to providing quality service
through our Group Service Centers, which are handling customer service calls
for other HSBC entities with great success.
Therefore, several initiatives are underway to increase the skill level of
our service representatives in Bangalore and improve the customer experience
by 1H2004, including:
Experienced members of the HSBC Bank USA (HBUS) Direct Bank team have been
assigned to Bangalore to provide on-site management, training, and coaching
assistance to ensure service reaches "business as usual" levels. A team of HBUS and GSC senior managers meet by conference call each week to
review performance metrics and raise/address issues.
All representatives in Bangalore have undergone a skill assessment,
including linguistics, to identify additional coaching and training needs.
Several representatives have achieved acceptable skill levels and a plan has
been developed to ensure all representatives achieve acceptable skill
levels.
All calls are recorded and call coaching is performed by HBUS and GSC
managers. A "Customer Service Feedback Form" located on the HBUS Intranet - Forms
section has been introduced to provide a vehicle for employees to advise
senior management of any issues. Providing specific feedback is vital for
continuous improvement. Click hereto access.
Many thanks for your ongoing support. I am confident the high level of
service that our customers have come to expect of HSBC will soon be
restored.
Attached below is a Question and Answer document to assist customer contact
staff in responding to customer inquiries.
INSTRUCTIONS
Please review this circular with appropriate staff.
QUESTIONS
Contact Lisa Manley, Direct Bank at (716) 841-7076.
Kevin Newman,
EVP, Personal Financial Services
QUESTION & ANSWERS
FOR INTERNAL USE ONLY
Why has the bank decided to process this work in India?
HSBC has an obligation to its shareholders, customers and staff to deploy
its resources as effectively as possible.
Should customers be concerned about privacy?
No. All of the information is being handled within HSBC and most of it is
limited to basic data such as address changes and bill payment processing.
Access to information will be very limited and all data is encrypted just as
it is here in the US.
Are any other financial institutions doing this?
Yes. GE Capital, Citibank, American Express, and Standard Chartered Bank are
but a few visible examples.
IRS Electronic Federal Tax Returns
I have just heard that if you electronically file your federal income taxes this year, it will be processed in India. The IRS is piloting this with India this year to determine whether it is feasible.
State of Tennessee
State of Tennessee contracts a "local" consulting company who outsources its own work to a company whose headquarters is in India. (sneaky)
Dear Mr. Bush
So you want to provide retraining for those of outsourced ? How nice, then give me $60,000, so I can go back to college and get another degree.
Global economy ? What a joke. It will be a long time before those making 7-11k per year will buy our western goods. You will raise their standard and lower ours, its that simple. Only executives and those who have money and hold stock will profit from this. Not our society as a whole.
You are allowing our sensitive private data into the hands of those who could cheaply be bought and have no loyalty to us.
You are allowing the H1B visa program to exist and make it easy for companies to replace workers with less expensive workers.
As a Republican voter, I warn you that if the Democrats seem more sensitive and are willing to stand up for millions of Americans at risk of loosing their livelihood, that many of us will vote Democratic in the next election.
Respectfully,
NOJOBSFORINDIA.COM
Gartner Outsourcing Summit Las Vegas
There will be an Outsourcing Summit held in Vegas May 17th -19th at the Rio All-Suite Hotel and Casino. If anyone lives near by or wants to go and picket the event, send me your email addresses and I will organize a group.
Albertsons
All their IT including (development, support, QA, administration) is majorly outsourced to Wipro.
Fingerhut Direct Marketing
outsources its call center operations to India. In addition, the company outsources its IVR technology to India. In addition, the company harbors H1-B labor, and those indians happen to be in charge of hiring. Unfortunatly they are very prejudist and they only hire other Indians. The perpetrator of such discriminatory practices is Boban Jose. The person outsourcing the call center is Carmen Coyle. The address of the company is
4400 Baker Road, Minnetonka, 55346.
Hyperion
Hyperion cuts jobs, sends work to India
--------------------
By Jim
Zebora
Business Editor
August 18, 2004
Nearly 50 information
technology workers at Hyperion Solutions Corp., which employs about 600 people
in Stamford, saw their jobs disappear last month when the company instituted a
"global resource optimization" in its software development
operations.
Hyperion, which makes business process management and
financial software for companies around the world, said it had to increase its
"multi-shore development" of products in order to compete.
"Many of our
competitors have moved much of their engineering work outside of the United
States, and in order for Hyperion to remain competitive, we need to take
advantage of the same opportunities," Robert Gersten, Hyperion's vice president
of engineering and chief development officer, wrote in a memo to
employees.
Forty-eight jobs, about 9 percent of the company's product
development organization, were cut. Robert Schettino, Hyperion's vice president
for corporate communications, said 15 jobs were eliminated in Stamford, but
three workers found other jobs within the company.
Workers at Hyperion
were stunned by the move, said one employee who asked that his name not be used
because the company is doing very well financially and had indicated earlier
that any "offshored" work would be focused on maintaining older products, not
developing new ones.
Instead, the employee said, development workers have
been asked to train people from outside Hyperion, including Symphony Services
Corp. of Bangalore, India. A message requesting information from Symphony on its
work with Hyperion was not returned yesterday.
Particularly galling to
Hyperion's employees, the worker said, was that they had been encouraged to
answer survey questions for Fortune Magazine's "100 Best Companies to Work For,"
an annual nationwide list on which Hyperion debuted in 2003 at No.
88.
The survey deadline was July 5; the job cuts came on July
8.
"Most of us have a hard time believing this is a mere coincidence, as
obviously our answers would've been much different after the offshoring
announcement," the employee said.
In his memo to workers, Gersten wrote
that ". . . These actions were driven by a need for competitiveness, not total
cost reduction. . . . Our goal is to expand product development capabilities,
not shrink them."
The company has previously outsourced development and
quality engineering for certain products to countries such as India and
Belarus.
Nicholas Perna, economic advisor to Webster Bank, said that
outsourcing is not a new problem for American workers. Millions of factory jobs
in the 20th century were first shifted to the South and later overseas as
companies sought lower costs and competitive advantages.
The difference
today is that highly skilled, well-compensated workers are seeing their jobs
move overseas at a time when domestic job growth is lagging, Perna said.
Increases in productivity, often due to the very thing with which the laid-off
workers possess skills -- the computer -- mean fewer people can do more work,
and companies have been able to avoid new hires.
Businesses and workers
have been pushing the productivity envelope, Perna added, hoping to stay
competitive and in demand in their particular spheres.
"Hopefully a lot
of that stuff is temporary," said Perna, adding his belief that most people with
good computer experience and training will eventually find new jobs where they
can use their skills.
Schettino said Hyperion has gradually been
increasing domestic employment, something that should continue as its sales
grow. But Gersten wrote that Hyperion will increase its offshore operations as
well, which "may ultimately result in 150 to 200 contract developers supporting
testing and documentation for many of our existing products, and also
contributing to new development projects."
Hyperion is the market share
leader for financial and business performance management analytic applications,
taking in about 20 percent of worldwide 2003 software license and maintenance
revenue, according to IDC, a market intelligence and advisory firm.
Late
last month, the company reported what it said were record financial results,
including sales of $176.4 million for the period that ended June 30, up from
$138 million in the fourth fiscal quarter a year ago.
Hyperion's license
revenue rose from $55.6 million to $72.2 million for the quarter, driving net
income to $14.7 million from $9.2 million.
For the 12 months that ended
June 30, Hyperion had sales of $622.2 million, up 22 percent from $510.5 million
the year before. The company's net income rose 28 percent, to $43.8 million from
$34.1 million.
Copyright (c) 2004, Southern Connecticut Newspapers, Inc.
--------------------
This article originally appeared at:
http://www.stamfordadvocate.com/business/scn-sa-hyperion2aug18,0,480760.story?coll=stam-business-headlines
Visit the Advocate online at http://www.stamfordadvocate.com
Accenture
I lost my job and had to train the people who took it over, from the Philipines. They also opened a new center in India about a year ago.
Citibank
Complaint #1. Citibank is sending callers to India! I can't beleive it I am pissed !
Complaint #2. I am Citibank customer. I can't believe I am calling in to India for my financial info.
A Third World country people where the law is a joke have my bank account numbers, social security, etc.
I can't believe it. Somebody could rip me off there and then I will be powerless to prosecute.
Unreal. On top of that, the bank screwed up and I asked for a refund of the bank fee and the Indian customer rep started bargaining with me.
This is not a Bombay bazaar, dude. Unreal. I am switching banks today.
Complaint #3.
We are in the process of securing an equity line of credit from Citibank.
The process so far has taken more than 8 weeks. Every call I make to find out what's going on gets shuttled to an Indian with an anglicized name like "Roxanne" or "Scott".
They ask the same questions, give me the same answers, and give the same results ... NONE.
I've finally had to call Citi corporate in Texas to talk to people I could understand and who could actually DO something about the bottleneck.
The problem stems from those who don't understand our culture, who are phonetically challenged with our language, working from a script they cannot vary from, who have no power to make decisions, being responsible for the outcome of my application.
They push a button to initiate the same useless, automated garbage that I've received for five weeks!
I'm beyond the concern for privacy, I'm concerned that my American culture is being diluted into global mush. I don't want my ATM to ask me for a language preference, I live in the freakin' USA!
I'm paying more for less service from an indiviidual who retains no accountability for the information they get from me sitting in some phone center in ... Nepal.
Delphi
Delphi - an big automotive supplier, headquartered in Troy, Michigan. They just have let go 148 people from their IT department and a lot of work will be done by Tata consulting people in India. The IT managers here will manage the programmers in India.
Advanced Micro Devices (AMD)
Advanced Micro Devices (AMD) has outsourced IT jobs that were formerly in Austin Texas and Sunnyvale California to HCL from India. We had to train our replacements and people from India now do much of the IT support.
McKinsey & Company
We find this particularly interesting as the major report that outsourcing is good for America comes from this company. I don't trust any report from a company that outsources themselves.
Cisco
Slowly but surely Cisco is transfering a lot of jobs to India and is offering employees who are working in US using H1B visas to go back and work for them in India where they don't have to pay them as much as they are paying them in US.
ATT
I keep getting billed by ATT. I quit using their long distance service in March. I still get bills for 5 dollars or so even though I dont use them before I switched to Verizon and after......I asked the lady (who had a singsong accent) where she was she said she was not permitted to answer that question. This only confirms that India is the location. (or Pakistan or BanglaDesh or whatever) ATT......NO CHECKS FOR YOU!!!!!!!!!!!!
AOL America Online
Most recent AOL complaint
I was an aol customer for about 6 years until last week. when aol took $570.50 out of debit checking account. they stated that i signed up to pay yearly and that i was also being charged because my child was using an 800 number to connect to the internet. i never choose this yearly pmt option and my child did use what she thought was a toll free # to connect as our local number would not connect. i am a single mother with a limited income. i have made several attempts to get my money back and the run around that i have recieved is over whelming i cannot understand most of the people ive had to deal with and they repeat only what they see in the system and cannot say anything except that i choose this payment option. i did not! aol in all took over $613.00 from my checking account in march and april 2005. i have only recieved $215.00 of it back. it's been over a week and a half and im no closer to my money. my child and i have not been able to shop for groceries and i had to borrow money for food. AOL sucks !
Complaint #1 : Recently while trying to install AOL software onto my Macintosh computer I ran
into serious technical problems and was forced to make a call to AOL technical
support center. My call was answered by a person with heavy Indian accent who
identified himself as "Steve". Within the first few minutes of our conversation
"Steve" demonstrated not only his complete luck of technical skills needed to
solve the problem that I was having but also his impressively little
understanding of basic English. My conversation with "Steve" ended with him
hanging up on my after my request to speak with the manager which followed
"Steve's'" brilliant suggestion that I delete system folder of my computer.
Complaint #2: I have some personal experiences with America Online outsourcing to India (customer service and IT). (they have call centers in Africa as well). One thing I noticed was their 'customers' calling in to complain about having to try and talk with someone who barely speaks English or has such a heavy accent they cannot understand.
Another complaint:
THIS IS CLEAR SET OF EMAILS SHOWING THE PROBLEM IVE BEEN HAVING WITH AOL'S
OUTSOURCING TO INDIA, PLEASE READ FROM THE BOTTOM UP. ITS SO HARD TO FIND A REP
WHO HAS A CLUE ABOUT WHAT THEY ARE DOING. I KNEW I COULDNT BE THE ONLY ONE
HAVING THIS PROBLEM.
IM SO GLAD I FOUND THIS SITE !!!!
ATTN:
SUPERVISOR OF CUSTOMER CARE CONSULTANTS
Date: 9/2/2004 Pacific Daylight
Time
From:
To: AOL
I'm very tired of being told the
same thing over & over after Meleena stated:
Since this is a rare
situation, you may give us the details of the
interaction. If you remember
the name of the consultant, date, copy of the
mail (if
transaction was
through mail) or the session number, please write us again
so that
we
can properly file a report about this. This information will be very
helpful.
SEE BELOW.
FOR THE LAST TIME, I WANT A SUPERVISOR TO REPLY
PLEASE.
ALL INFO HAS BEEN INCLUDED. TAKE THE INITIATIVE AND FORWARD THIS TO A
SUPERVISOR RIGHT AWAY.
i ALREADY HAVE A FOLDER WITH THESE EMAILS TO SEND
TO CORPORATE REGARDING THIS MAJOR LACKING IN CUSTOMER SERVICE.
J. H
In a
message dated 8/31/2004 11:22:21 PM Pacific Daylight Time, AOL writes:
Dear
Hello! My name is Sam, your America Online (AOL) Customer Care
Consultant.
I understand you need further assistance regarding your
previous concerns.
Unfortunately, your issue is difficult to determine
and resolve through e-mail. We will need more information to provide you with
accurate answers.
Please visit our live one-on-one assistance by going to
AOL Keyword: Live Help, to determine, through chat, what causes your problem. We
will be able to walk you through, step by step until your problem is solved. We
are very willing to help you in any way we can to find a quick resolution to the
problem you are experiencing.
You may also contact our Technical Support
Department by phone at 1-800-827-6364. The call is free and our staff is
available 24 hours a day, 7 days a week.
I apologize for any
inconvenience this problem has caused. I only want to provide you with accurate
information. Thanks for your patience and support.
Sam Z.
Customer
Care Consultant
The TechMail Department
America Online,
Inc.
----------original message----------
From:
To:
AOL
Please show this to Meleena or your supervisor. Have I not fully
explained
the problems I have encountered when calling? Meleena assured me
as I have an
unique situation she could help.
Please read emails below
from the bottom up.
Please forward this to Meleena or your Supervisor
with no further delay.
Each Email I send & recieve is being forwarded by
postal mail to the Aol
Corporate persons listed in one of my previous
emails.
This is getting ridiculous.
Thank you
again,
J
Dear J
A pleasant day to you, I am Mike your AOL
assistant. I greatly appreciate
your time and effort for bringing your
concern to our attention.
I understand you would like to be contacted
& informed when will the credit
be reflected on your AOL account and
when will the block be removed from your
account
Regarding the your
request for credit, my apology, but as much as I wanted
to help you, I may
not be the best person to address your concern. Please
allow me to refer
you to AOL Billing Department wherein your concern will be best
addressed.
In order to protect the privacy and security of your account, we are
unable
to release account information or make changes to an account through
e-mail.
Please visit our Live Billing Help online for more
assistance.
1. Go to AOL Keyword: Live Help.
2. Click GET LIVE
BILLING HELP.
3. Enter the requested information, then click CHAT
NOW!
You will be connected to a live Chat Consultant. Live one-on-one
assistance
is available 24 hours a day, seven days a week.
If you
need billing assistance through telephone, you may call us toll-free
number
at 1-888-265-8003. Calling early in the day usually reduces the
waiting
time to speak to a consultant.
To ensure the safety of your private
information, we need to speak to the
Billing Contact listed on the account.
The Billing Contact is the person listed
on the billing method used on the
account. Please have the following
information available before contacting
AOL Member Services.
- Full Name
- Complete Address
- Last 4
digits of the billing method (credit card or checking account) or
the
answer to your Account Security Question (if you have already
established
an Account Security Question and Answer).
NOTE: If you have chosen to
pay for your America Online service through your
phone bill, you MUST call
Member Services from the phone number that is
billed for your America
Online service.
In line with your second inquiry about your account
being blocked, If
someone using your account has been reported for
violating AOL's Terms of Service
(TOS), the account may be blocked. This
would prevent any screen names on the
account from signing on. It is
imperative that we prevent access to the
account immediately after a report
of the violation was received to deter further
malicious use of your
account.
Appeals for reactivation can only be made by the authorized
billing contact.
They must speak directly with the Community Action Team
(CAT). If you would
like to speak to an AOL Customer Care Consultant
regarding this issue, please
contact us at the toll-free number
below:
1-800-827-6364
They are available 24 hours a
day.
NOTE: AOL only releases account information to the authorized
billing
contact for the account. Please have the following information
available before
contacting AOL Member Services.
- The screen name
for the AOL account
- The checking or credit card information for the
billing method of the AOL
account or the answer to your Account Security
Question, if one was created.
- The current home address and telephone
number for the AOL account.
Member security will always be one of AOL's
top priorities.
For further information about account safety and
security, go to AOL
Keyword: Safety.
I appreciate the time you've
spent to write to us and I hope that I have
sufficiently provided you with
useful information about your inquiry. It has
been my pleasure assisting
you.
Mike B.
Customer Care Consultant
TechMail
Department
America Online, Inc.
Get automatic anti-virus updates
every time you sign on to AOL! Visit AOL
----------original
message----------
From:
To: AOL
Meleena,
Thank you for
answering my email. The consultant I had a
problem with was Barry Richard's
in the cancellation dept. I did not write
down
the exact date we
spoke.There was no email. He would not give me his
extention
or a
session number.
It was last week, I called at 6:49pm, Pacific Time & I
held on the phone
until 7:01pm. I'm sure the info is notated in my account
somewhere. Im sorry
to
report this Consultant was very rude,not helpful
in anyway, & clearly did
not
value me as a customer of Aol. Please
research this & make a report.
I tried again today to call &
contact a supervisor, I was told I could not.
I would like to be
contacted & informed when this credit can be placed on my
Aol account
for the month I should not of been charged as well as the block
removed
from my account a.s.a.p. I look forward to remaining a customer with
Aol
for a long time if this issue can be resolved. I do not like to place
complants & have not had this problem with Aol before.
Thank you
for starting to resolve this issue,
J.H
In a message dated
8/30/2004 4:02:09 AM Pacific Daylight Time, AOL
writes:
Dear
J
Hello there! My name is Meleena from America Online (AOL) and it is
my
pleasure to assist you with issues or concerns regarding the
service.
I understand you have a complaint about the assistance that you
received
from
one of our Customer Care Consultants.
Please
accept my deepest and sincerest apologies for the inconvenience this
has
caused. I understand your frustration about this and I thank you for
voicing your concerns. I want to assure you that AOL Customer Support is
here to
help you.
Since this is a rare situation, you may give
us the details of the
interaction. If you remember the name of the
consultant, date, copy of the
mail (if
transaction was through mail) or
the session number, please write us again
so that
we can properly file
a report about this. This information will be very
helpful.
It is
through direct feedback that AOL is able to provide the best possible
online experience. AOL takes this issue very seriously. Again, thank you
for
voicing your concerns.
If, for any reason, you need additional
help or information and it entails
immediacy, may I kindly suggest you to
please contact our Technical Support
Department by phone at 1-800-827-6364.
From there you will be able to
navigate our
phone menu and speak
directly to a supervisor who can help.
I would like to take this
opportunity to thank you for your time, patience
and continued support. The
gratitude is ours in having a member like you.
Please write back if you
need further assistance or if you have any
inquiries, suggestions or
comments. I will be more than happy to assist you.
Have a great day and
take care, J! =)
Meleena Q.
Customer Care Consultant
The
TechMail Department
America Online, Inc.
AOL HELP is a
self-contained, electronic "Help manual" that you can use to
find the
answers to your most frequently asked questions about AOL. Please
feel
free to use Keyword: HELP for online tutorials and more help
topics!
----------original message----------
From: S
To:
AOL
I answered the survey regarding the customer serivce I recieved
& sent this
email via the link inside the email sent to me by
Aol.
I have been to Live Billing help, Live Tech Support Help & have
called 2
times this week.
Aol did not resolve this issue this way, I had
a Rep be very rude to me,
not
let me talk to a Supervisor &
basically hurry to get off the phone without
offering to solve this
problem whatsoever.
I would now like to be placed in contact with a
Supervisor in Cancellation
to report & resolve this matter. When I
call or go to "Live Help" I am only
told I cannot talk to any Supervisor
or Manager. I can provide whatever
security info you need, & have
done so several times now. Please refer me
to
a
Supervisor who can
help me. Accessing my account is not necessary, as upon
being
contacted I cant provide what it takes to access my account. I am the
Billing
Contact on my account.
Please do not tell me again to go to
the same places I went before &
recieved poor customer service, refer
this to your supervisor to address
this issue.
That is the whole point
of providing feedback.
Thank you again,
J,H
2nd email
sent
CC:(mailing copy of emails to these parties)
AOL Time Warner
Corp.
Edward Adler
Corporate Communications
Kathy
McKiernan
Corporate Communications
Mia Carbonell
Corporate
Communications
In a message dated 8/29/04 3:30:28 AM Pacific
Daylight Time, AOL
writes:
Dear J
Hello! I am Nho from
America Online (AOL). I appreciate the time you've
spent writing to us
and that you have given me the chance to help you with
any
concerns
or issues you have.
I understand you have a question about the charges
on your credit card.
Thank you for bringing this matter to our
attention, Joyce. I appreciate
your patience with this matter.
In
order to protect the privacy and security of your account, we are unable
to release account information or make changes to an account through
e-mail.
Please visit our Live Billing Help online for more
assistance.
1. Go to AOL Keyword: Live Help.
2. Click GET LIVE
BILLING HELP.
3. Enter the requested information, then click CHAT
NOW!
You will be connected to a live Chat Consultant. Live one-on-one
assistance
is available 24 hours a day, seven days a week.
If you
need billing assistance through telephone, you may call us toll-free
number at 1-888-265-8003. Calling early in the day usually reduces the
waiting time to speak to a consultant.
To ensure the safety of your
private information, we need to speak to the
Billing Contact listed on
the account. The Billing Contact is the person
listed
on the billing
method used on the account. Please have the following
information
available before contacting AOL Member Services.
- Full Name
-
Complete Address
- Last 4 digits of the billing method (credit card or
checking account) or
the answer to your Account Security Question (if you
have already
established
an Account Security Question and Answer).
NOTE: If you have chosen to pay for your America Online service
through
your
phone bill, you MUST call Member Services from the phone
number that is
billed for your America Online service.
Please let
us know immediately if you have further inquiries or comments.
We
will
always be ready and happy to assist you. Thank you very much for your
time
and continued support.
Have an excellent day !
Nho
D.
Customer Care Consultant
TechMail Department
America Online,
Inc.
AOL Help is a self-contained, electronic "Help manual" that you
can use to
find the answers to your most frequently asked questions about
AOL. Please
visit AOL Keyword: HELP.
----------original
message----------
From: S
To: AOL
This issue has still not been
resolved the first rep was'nt as bad as the
2nd
see below:
I
called cancellation to confirm that I was suppose to recieve 3 months
free
& possibly to cancel my account if this issue could not be
resolved, but I
was told in the computer it says I was suppose to have 2
months free, I
explained that it must be a mistake & asked if there
was anyway we could
contact
the old rep to see if she remembered the
issue & credits or a supervisor
but
the rep would not let me talk
to one
the rep there(cancellation dept his name was barry) was VERY
RUDE
I was not supposed to be charged in july,
due to many problems b4 i
recieved 3 months free,
I did recieve 2 months free but and was charged
for the 3rd in july
that payment wasnt authorized & didnt go
through
that payment finally went through on 3rd or 4th try after many
charges
from
my bank
now the rep said july went through but now
august is owed so there is a
block (his words) on my account, he said "I
will not remove this until you
update your info & pay this fee
NOW"
I explained what I was promised to "Barry" & he said "UPDATE YOUR
INFO OR
YOU WILL BE BLOCKED & CANCEL IF YOU WANT",
I told him
info is current but i need to be credited for July or not
charged for
August & to please have block removed as well, rep said no
I told him
i have been with aol for many years, this month I have had many
problems
& have had to re-download aol 3 times & asked if the rep could
check
how many times I've been to tech support chat?
All I am
asking for is August not be charged, rep said "cancel if you
dont
like it" I asked him for his name which he said was Barry , I told him i
wished to talk to a supervisor to which he said, "they dont talk on the
phone"...I told him, ok Barry I will call back & talk to a supervisor
&
Barry said
"have a great day"
Customer service on aol was
always good before, waits were never more than
5
min. Reps used to
be polite & helpful.
Can someone help me with this
issue?
Thank you so much,
J.H
I think you are SOL dude, chic or not ? Maybe. LOL Why ?
Compuserve
Compuserve's technical support is outsourced. I discovered this around December when I was having trouble connecting. I, using a Macintosh, called the number for Mac tech support. My call was recived by an Indian male. Not much consideration was put into nationality. I spent ten minutes explaining my problem to him, and he told me that I had reached the Windows department, and transfered me to Macintosh.
Minutes passed on the Macintosh help line as I waited for my call to be answered. After six minutes, I hung up. I waited a few hours to call again and dialed a diffrent Mac tech support number, and was recived by another person, this time a woman with a thick Indian accent. She said this, too, was also the wrong department and transfered me to the "correct" one. After five minutes, my call was taken by another Indian who seemed a bit confused. They finally helped me out.
I complained about my problem to customer support, also taken by an Indian, who gave me free months.
This was my first outsourcing experience. I was tossed around much too long, I thought. Every Indian that answered the phone had an English pseudonym they used; In the past, an Indian working over in the US over the phone used their own name, but this...
I shared the incident with friends who used Compuserve and AOL. They, too, have experienced similar incidents. Before, I had never been treated by either company in such a disoraganized way. Since then, I've had the same problematic experience with Compuserve and other companies in such a way.
The Sutherland Group, Rochester NY
Update: Not only are they outsourcing to India,they relocated in an Empire zone in
Rochester N.Y. that gave them tax breaks and recently recieved over $30,000,000
in venture capital that all went to India, so we are paying for the tax breaks
that they get in Rochester and their monies are focused on India
The Sutherland Group Ltd of Rochester New York is a company that provides outsourcing to India for companies like
ATT, Gateway, Avaya, Intuit, the list goes on. 2/3 of this companies employees are in India or Canada, those employees that are in the US are paid 1/3 the national average salary for technology positions.
Gateway Computers
Gateway outsources pc technical support to India and the end result closing of all gateway contry stores in the US.
This outsourcing is going to continue to increase now that the stores are closed.
CSX World Terminals
CSXWT outsourced development 2 years ago to Watusa. Insider reports are that it was poor quality and now the project has failed. All the big C's are gone, many people have been laid off. What seemed like a good idea to save money
has nearly busted this company. Now the parent company has taken over.
Alpha Thought Global
Alpha Thought Global, provider of Business/IT Services and Medical Billing. Everyone was laid off, jobs sent to India. They could not handle our jobs so they brought them back to the US and called people back to work. Now due to the clients being badly messed up and a doctor found out we were outsourcing, he pulled out of the contract and we are getting laid off AGAIN !
Fluor Daniel (FLR)
Fluor Corporation (Symbol FLR, a 3 billion dollar construction company is outsourcing a great deal of things to India as well as the Philippines.
7k jobs to india within the next year, Alsio viejo, CA
JCPenney
JCPenney outsources IT and HR functions to India now. Outsourcing HR functions is the new trend.
VF Corporation
Comment #1. Outsourced Service Desk and several application development projects over the
last 3-4 years. Problems abound with all of these projects. One Indian
contractor was kept from coming in country because his name was on the national
terrorist watch list. More time and money is being spent on trying to fix their
mistakes that what they claim to be saving.
Comment #2. The helpdesk one was just the tip of the iceberg. A major application project for a order system was given to an indian firm. They outbid IBM by a couple of million.
The project is 300% beyond it's due date, millions (some guess close to 15) over budget and it is still not fully functional. In addition, VFs own staff had to back fill the project just to keep it going wasting millions of dollars
in funny money on their own staffs productivity. And what is VF doing, outsourcing some more??????? Still a current VF'r but not a proud one.
Comment #3. In 2002, VF Corp outsourced its Technical Help Desk to an outsourcing firm in
India. When management held a company wide meeting to make the outsourcing
announcement, the picture it painted was that of a Help Desk that would provide
a much better service than that of the previous American staffed Help Desk. We
were told that the technicians in India where MCSE certified, CCNA certified, A+
certified and they all had college degrees in Computer Information Systems.
Touting these impressive credentials, the promise was that this new Help Desk,
based in India, would provide the same or better technical support than that of
the current in house Help Desk. They would resolve more problems, reducing the
amount of issues escalated to 2nd Level support in the field. A year and a half
later, the story is maddening. Prior to the Indian Help Desk, the previous
staff resolved 75% to 80% of all calls. Todays Help Desk resolves only 45%, and
that statistic is overinflated with the credit of resolution being given
for having someone reboot their PC or transferring a phone call. If you
whittled out those stats, you'd be left with a 20% or less resolution rate. The
problem is, that Indian workers, albeit polite and kind folks, they are rushed
through technical training just to have the credintials next to their name so
they are attractive to outsourcing employers in India. Basically you have IT
workers who are educated, but have little to no experience in the computer field
at all. The applied knowledge is missing, which is critical to providing
technical support over the phone. American IT workers of the past had the
priveledge of providing one on one technical support to end users, so they know
what to look for, Indian workers are so new to this field, that they do not have
this benefit, which in turn affects their abilites to resolve these issues from
a far. Once they have the years under their belt, then they will improve. But
until then, outsourcers are being deceptive in what they offer. It is a
bait and switch to its fullest. Buyer beware.
I made the decision to switch from Qwest DSL to Earthlink (since I have had
email w/ them for 5 years). WHat a nightmare!!! Over the last month I
have had problems EVERY step of the way with problems still existing.
The biggest problem is that when the reps don't know they assure you they'll tranfer
to the correct person. On average I was bounced around 5 times!! They also
blind transfer and promise to talk with the next rep to make certain it is the
correct transfer. Not once has this happened.I am NOT exaggeraging when
I say that I have spoken to over 40 reps (mostly because of bad transfers and
inept reps).
I will be leaving out of town this week for a few weeks but
when I return I intend to record the conversations I will have to resolve the
wrong promo they gave me which of course is $10/mos more then what was offered.
I have already tried once to resolve this issue at night time PST and got the
philipines and India and after 7 transfers was dropped!I will be
switching companies once I find one I can trust, who is not as disconnected as
Earthlink and certainly not one who is offshoring. Afterall, it isn't the users
or employees who benefit from these corporate giant savings!
Shell IT in Houston Outsources to India
At one point 85 people were given redundancy - they all left on the same day - globally we will lose 2800 from within Shell to IBM and WIPRO in India.
Even our Shell colleagues in Malaysia (im ok with that Shell is big there, they make us proud) will be affected. I can see a job moving to my own colleagues in another country - but to a totally unknown unproven lot??
They are struggling to get people and all our projects to MOVE WORK to THEM are being delayed ($$$) because they cant find enough people fast enough!!
HIGH QUALITY? How can I possibly believe that?
Pacificare
PacifiCare has outsourced most of their Information Services workers, to various companies, notably Keane, Inc. Keane has layed off numerous people, and purchased a company in India with 80 dedicated people to take over our jobs.
The quality of their work is lacking, mostly because they have no business knowledge. The idea is that the people who are left will produce "specifications" so the Indians can do pure programming.
It seems to take forever to produce specs that are good enough for them. Many meetings are needed before they finally understand what needs to be done.
Then, when the work is delivered, it has been flawed in numerous ways. One example is a Visual Basic program which was so slow as to be unusable. It turns out that they tested on a Local Area Network, but in production the program runs over a Wide Area Network. Then, we get attitude, saying that we are pulling too many rows of data, and that the problem doesn't happen for them. It took major work on our side to tune the program.
Let's see, poor quality work, poor attitude, and poor communication skills. No wonder they are so cheap. But is this a bargain? I think not.
And by the way, we have spent millions trying to implement HIPPA to protect health information. How do you like the thought that 80 people in India, among a group of hundreds, have access to your medical claim data?
Oracle Corporation
I have worked for Oracle for almost 8 years, and they have steadily increased the number of jobs they send to India. The trend is that when a position is open-posted, Oracle Management (the VP level) routinely sends the work to India, bypassing qualified individuals in the United States, for cheap overseas labor - which is inferior in ever way to the US workforce. It's nice that Oracle has turned their backs on all of the US employees that made the company what it is today.
Amoco Motor Club Strands Passenger
I was stranded and called for help....the NEXT day I got help. Yes not emergency help as promised and I have been a member since
1964....20 years I was OUTRAGED !
CALL 1-800-STARTUP 1-800-782-7887 SEE WHAT YOU GET
They did not know the term SHOPPING MALL....OR S.E. corner of parking lot....asked me the zip code of where I was having the car towed and worse 2 hours after making the call I was told she neglected to call
the towing company.
WHAT'S NEXT THE 911 CALL FOR AN AMBULANCE???
Amoco Motor Club..... JOIN AAA ! Join AAA Join AAA Join AAA
Citibank Outsourcing Problems
I am a mortgage broker and have unfortunately done business with Citibank. The frustration level for the people in my office is so huge we are stopping origination of their product.
Trying to get information is for lack of a better word a "cluster" from the organization of resources, language barriers and customer service.
1. You can't get a name - or a real name - from anyone. You have to call back the - 1-800 number and say a prayer that you can get someone who can speak English well enough that our american ears can understand them and after being put on hold for many, many minutes pray again that when they come back they have actually been empowered to make a decision.
2. We are contacted on a daily basis - In one case - three times by three different people on the same file within a period of 1 hr. Each asking for something different or verifying information the computer system already has. This is within the first few days of an application. After that, customer service drops off the face of the Earth. Scheduling a closing can be a nightmare. Again asking for information they already have been supplied with numerous times.
3. It's hard not to chew out your representative here in America - after all, they have not control over what gets outsourced or not - they are forced to listen to the complaints and play pacifier and whipping boy all at the same time. Great work environment - Instead of selling services they are peeing away valuable time, energy and relationships because the corporate accountant or attorney had a great "alternative" business decision that will save $$$ of their bottom line. I can tell you for one thing - there are a lot of very unhappy customers and employees out there.
I could go on but I'm starting to get really upset and I need to get some sleep - I have to call Citibank tomorrow to get our last loan in their pipeline closed.
4. I loathe the fact that I have to be on hold or on the phone for any length of time listening to I'm sorry or I can't do that for you. NOT ACCEPTABLE. I hate being rude to people but when you are at your end of patience and understanding - someone is going to bear the brunt of the unhappiness. I don't feel good having to get "assertive" with people, it make for a bad experience for everyone involved.
Aegon - Acenture - GDC Outsource Problems
I recently left a company that used Acenture which was part of GDC. The project was a failure for Aegon costing them 50 million dollars. The project was almost rewritten by 6 local employees who had to clean up the mess left from the contractors from Acenture. People since then have quit, been laid off due to the stress put down by the board od Directors to mandate longer hours to fix their problems.
The biggest issue is business leading technology. Technology is wonderful only if you understand what it can do for you.
I ran this site for two years out of my own pocket. These ads are a way to help pay for the site. Thats about all they do really. Don't be afraid that this will take business away from an American. People come here to complain, or learn about the companies that outsource, and hopefully they are curious and click on a link or two and outsourcers have to pay for it.
Sorry, would you rather have a paypal donation account ?
Thanks,
M
Vonage Outsourcing Customer Service Problems
Complaint#1
Vonage. The most horrible example of outsourcing I've seen. You wait forever, even though it's outsourced, then by the time the indians answer the call, the call is so screwed up from bring sent overseas, that they can't hear you and end up disconnecting you. To make it worse, they are impossible to understand. I know it's like this in all outsourced situations but this just seems worse.
I've even sent a letter to their CTO which was ignored.
Complaint#2
Their call center taking all customer support calls are in India manned by people who have no knowledge of the product and services of Vonage. They were unable to diagnose a minor problem we had. It was not one person but a whole lot of them we talked to over a period of a week without resolving the issue. One of them asserted the problem was our Vtech phone which she claimed was not supported by Vonage. We had the same phone working well for several months prior to that time.We tested our equipment with a friend's Vonage set up and diagnosed the problem was a defective Linksys router. The Linksys customer service whom we contacted earlier could not diagnose or render any kind of help either. They claimed the problem was either Vonage or the cable modem. Incidentally, they do their chatting from India. How do I know? I am from India and though I am here for 35 years I know the Indian way of writing. Bring those jobs back here where they belong.
Home Depot
The Home Depot will soon outsource thousands of jobs to TATA Consulting (TCS) .
Shop and Buy at Lowes.
Sprint PCS Problem
Sprint from India calls us everyday 2 or 3 times a day about an account that should have been close back in Jan. We had a 2 yr contract that was over and I didn't like the service or foriegn customer service that couldn't help me. Now they harass my family daily about a bill that should not exist. I told them it was illegal to call us everyday like that and they won't stop. They said they can call us as much as they want until we pay them. It is a nightmare plus they have our personal information.
EchoStar DishNetwork
Ok, you will have to excuse my language in the follow letter because I am highly pissed off about this situation. I am an employee of Echostar / Dishnetwork, and sadly enough this is all true, and highly ridiculous. This is pissing me off to no extent also. First off, there are people in the Phillipines, you cannot understand a word they are saying, and god forbid that actually have to do something that is work. They don't take anything but Billing Questions, and half of the time they end up transfering those calls to Tech Support. I am one of the few Advanced Tech Reps located in the call center in McKeesport, PA. Now I am pissed off even more because not only are we picking up the slack for those dumb people, but now we are outsourcing to India also. They sent two of our managers to train at the india call center. And now, we are soon to close. They shortly will be looking for any reason they can to fire people, and as early as September and as late as December, of this year.
Cisco to invest $150 million in India
Networking giant Cisco Systems Inc said on Thursday that it would invest $150 million to expand its technology development center in India over the next two years.
Cisco's largest R&D center outside the US
"This will be Cisco's second-largest research and development (R&D) facility globally and the largest outside the U.S.,"
Jayshree Ullal, Cisco's vice president and general manager, Enterprise Line of Business, told a news conference in the southern Indian city of Bangalore.
Cisco officials said the company had already invested $75 million in India since January 1996. The current announcement relates to fresh investments, they said.
Ullal said the R&D facility would be based in Bangalore and increase its workforce to 1,500 tech professionals over the next two years from the current 500.
Hewlett Packard Tech Support Problems
Hi! Thank you very much for your website.
My motherboard went out in my (1-month-old) HP computer. I spent an hour on the phone with a "senior tech support" who I had to repeat my address TWO TIMES to, and they still got it wrong and sent the shipping box to my neighbor's house. They asked me dumb stuff, like "Is your computer turned on?", "Is your computer plugged in?"
I am a very busy woman and use my computer to work (medical transcription which is also outsourced some now), and do not have time to answer stupid questions. They cannot understand a thing you are saying, and I simply do not have time for this. I paid $800 for this computer and get PITIFUL tech support which HP says is "Award Winning." WHAT A JOKE!!!
United Healthcare Claim Support Problems
Providers of healthcare services are forced to call India reps when calling for claim status and they don't have a clue what they are doing there. All the reps can do is read from a generic computer screen and give erroneous answers just to get you off the phone. It is frustrating to those trying to get clear answers why a claim is not paid and only costs United Healthcare and their members more money because if UHC does not pay timely, we bill the member direct and let the patient deal with their carrier.
Glaxo Smith Kline
I work for Glaxo Smith Kline. The whole shared financial services in Philadelphia, PA. and RTP, NC. is being offshored to GENPACT, in India. We are now training the Indians and they are job-shadowing us for 8 weeks. Besides that, some US employees are going to India for Knowledge Transfer.
Other Companies that Outsource
Anheuser-Busch
AOL Travel/Travelocity
Avon
AETNA
ALCOA
Bluelight
Capital One
Carlson Companies
Caterpillar
Charles Schwab
CIGNA
Citizen Communications
Compuer Sciences Corporation
Dana Corporation
Delta Air Lines
Dish Network
Dupont
Eaton Corporation
Electronic Arts
First American Title
Focus Infomatics
Glaxo Smith Kline
Google
H.E.B. Grocery Company
Home Depot
Pioneer Hi-Bred Int'l. Inc.
Intel
Intuit
Johnson and Johnson
Juno
LaSalle Bank - formerly ABN AMRO
Lexmark
Level 3 Communications
MBNA credit cards
Network Solutions
Netzero
Nestle Purina PetCare
Nike
Northwest Surgical Specialists
Norton Symantec
Option One Mortgage (HR Block)
Providian Card Services
Renac Computer Corp - Medical Billing
Sage Software (ACT)
Sallie Mae
SBC
Shell
Sun Microsystems
St. Paul Travelers
Sunterra - Timeshare company
Target
Tenet Healthcare
United Health Group
US Bank
US Government
United Airlines Reservations Call Center
Veritas Software
Wachovia
Walmart Connect Internet
Washington Mutual
Western Digital Corp
White & Case, LLP
American Express Customer Service
Whenever I call the American Express Customer Service line it appears that only india agents are receiving the calls and they are terrible at doing their job. I have to call multiple times before I am able to receive a response for my question.
I called to cancel my credit card and at the end of the call they actually asked me if I wanted to purchase a form of insurance on my credit card. I informed the agent that I just cancelled my card.
Customer service is terrible through India based call centers. The agents have no common sense and raed blindly off scripts.
Citibank Can't Close Loan
I applied to refi my HELOC with Citibank over 8 weeks ago and after much runaround - faxing and refaxing and then being told that they need yet ANOTHER document I had had it up to here. THE LAST STRAW was when they asked me to provide proof of employment because it's needed every 30 days (like to delays were my fault). To add insult to injury they then wanted to pay bills that didn't belong to me!!! I called the main customer service line and told them in no uncertain terms that I wanted the process cancelled and asked if the people I had been speaking to were even in this country (NO!). The rep then offered to "escalate" the matter and in less than 24 hours I got a call saying they were ready to set up closing - at my home because there are no Citbank offices. What a joke this process is! You'd think a company with that much $$$ could at least afford a banking business here or there not to mention keeping their AND "OUR" business here in the states.
Alamo Rent-a-Car outsources to India. I tried to take advantage of a coupon for a two car class upgrade and the Indian fellow couldn't understand what I was doing. He said his name was Kevin Jones, hahahaha. I was then transferred to his Supervisor (Betty White, who barely spoke English) and was stuck on the phone another 20 minutes. I ended up having the reservation cancelled and will NEVER use Alamo Rent-a-Car again!!!
Greg
iFloor Denver Sucks
Do not do business with this company. I was invited to a one day private sale at iFloor in Denver. I shopped for 30-40 minutes and picked out a bamboo floor for $2.29 a square foot. Ron couldn't seem to get the order in, said my credit cards didn't work. Then after 20 minutes of trying different things he said the system was changing the expiration date. He had to call the helpdesk to get them to do it. All totaled I waited an hour for this and for him to remove the excess charges which had been pre-authorized over two cards. (They were still there on Sunday by the way). I was about to walk when he said we got it. Then Tom walked by and said you need to call Eric about that order. He called and it didn't sound good. I heard him say, we'll have to give her a different product at $1.99. He hung up and I said what is it now ? He said we can't give it to you at that price. I LOST IT ! I have a printed quote in my hand, and the printed pre-authorization and I just stood here for an hour ? I think your going to sell it to me, at this point. I yelled you can't do business this way and I left. I called the manager Tom back later to ask what happened and if we could still work it out. I was willing to compromise a bit. He said that they forgot to add shipping from the warehouse to the store in the price and they would lose money. I could pay the regular price of $2.99 a square foot. WTF you guys are idiots. What kind of sale is that ? You wasted my valuable time. IFLOOR SUCKS. Its not my fault you don't know what you are doing. Maybe you shouldn't be in business iFloor. I have filled out a Better Business Bureau Complaint and we will see what happens. You need to honor your price or compensate me for my time, gas, tolls....and if you don't watch out, you picked the wrong person to f with. signed SEO Expert and Software Developer.
Presidential Candidates and Outsourcing
Hillary Clinton Outsourcing Views
She is in favor of unrestricted outsourcing. And of course free sex for all men. Really... because she never countered with anything but Bill is a sex addict, I cannot vote for her. She sets a terrible example for young women on infidelity.
John Edwards Outsourcing Views
Elimate Tax breaks for companies shipping jobs overseas. He believes it is weakening the US Economy. Yeah, he's my man. John Edwards on Outsourcing. The only thing I need clarification on is the schools in North Carolina. I lived in Waxhaw 7 years, and the Waxhaw Elementary School almost destroyed my son. Conform or else. They would beat the kids if parents would let them. Bass Ackwards, lets stifle creativity and demand one way respect. And Ms. Wall, you bon bon eating, Cadillac driving witch, you have no business in education. You didn't care one iota for those poor kids. Parents get out of that school now !
Barack Obama Outsourcing Views
Once compared the Virginia Tech shootings with Outsourcing?? leading you to believe he is against the havoc that it creates, but this link shows a more liberal view. Obama and Huckabee. Now I do have to comment, that I'm not sure I can vote for a Muslim for president. Maybe it would be good for relations with the Middle East, but I am concerned that it is just anti-American. Yes we need to end the war and get out of their countries, and use World organizations and trade embargo to advance humanitarian concerns, because we have no right to be there. Look at Canada, they are not under attack, and they don't have military bases in these countries. We had chance to make peace with Mahmud Ahmadinejad, Iran's president, and Bush blew it. He came here in good faith, and we should have tried to make friends. Glen Beck, shut up ! I'm sick of man's need to conquer and fight, we need to be advocates for peace. I would love to support a woman president, but again Hillary needs to take a stand against her husband and his immoral indiscretions more than she did, for me to know she has the control needed to run this country.
Mike Huckabee Outsourcing Views
See the link above for his position on outsourcing. He is one of the best candidates in this arena, but I cannot vote for "evangelical" anybody. Have you ever been to one of their services ? Extremism to an extreme, and I don't think any of them can shut off their views to be able to run the state without a bible verse popping up in their head. We'll all be preaching hellfire and damnation if he gets to be president. Not to mention that he lets death row inmates and rapists out so they can torture again.
Mitt Romney Outsourcing Views
Don't care what his stance on outsourcing is, he is a wet noodle that can't make up his mind. Besides he's a moron.
John McCain Outsourcing Views
Supports outsourcing, and thinks the global economy is good. McCain Outsourcing . I have news for you buddy the global economy is a scale and to balance it, someone loses. US ! Do you think that by foreign workers getting paid $1-10/hr that they will be buying $40,000 cars, or $5,000 Home Theaters ? Hello Wake up politicians, I almost lost my house and everything I worked for due to this fiasco. Middle america has all but disappeared because manufacturing jobs left for $1/hr workers. And now the very products they provide are poisoning our children with lead. You want to create a stupider America, it will be a reality very soon. Sorry you are one of these power tripping, warmongers, I can't vote for you anyway.The war will bankrupt us, can't anyone see that ?
Tom Tancredo
He was the only one to sponsor Anti-Outsourcing/H1-B legislation and he's gone
Ron Paul Outsourcing Views
Believes in the global economy, so he must support outsourcing. I am not sure how his economic reforms will affect this. If anyone has any links I would be happy to post. He does seem like the only one prepared to take a stand on overspending and the overcomplicated tax system.
Rudy Guiliani Outsourcing Views
Wants to cut corporate tax rates to curb outsourcing. I do not believe this will do anything but put more money in corporate executives paychecks. There has to be legislation to tax outsourcers. He was one of my favorite candidates, girlfriend and all. And yes someone of importance deserves to have 24/7 security as well as close members of his family or girlfriend. The radios not working did not kill all the firemen. They had a line of people going up and could have relayed the message to get out. They were rushing to do their jobs and noone ever thought it would collapse. I don't think they would have gone up if they knew that or maybe they had to because it was their job. I commend them, but I don't think you should blame the mayor because your department didn't manage it's budget and buy new radios. Each unit should have had a commander and captain with a couple working radios, if the commanders couldn't manage that, then they failed too.
Waxhaw Elementary Sucks
I wish to save parents and their children by telling my story. This is one of the worst elementary schools on the planet.
The teachers are abominable. It started with miss Phaneuf in kindergarten. She only likes little girls, and will focus on the negative aspects of your child. Mrs. Smith, a first grade teacher, YELLS at children. She is a 300 lb woman who I saw hurl a desk across the room while screaming at a poor child. Mrs. Wall denied it and said she has a loud voice. No ! She was YELLING. I heard many of the teachers YELLING at kids. The spanish teacher too, her name escapes me.
Mrs. Hunt was the best and nicest teacher on the planet. You will be happy to get her, but it is only short lived. She is now in second grade, maybe she has been an advocate for change.
The second grade teachers when we were there were nasty, uncaring, negative witches. There was no smiling at children, no positive encouragement, only constant harrassment and correction. They wouldn't let parents into the classroom to help, because they didn't want you to see how badly they are treated. Ms. Milton has no business teaching, retire hon because you aren't doing the kids any favors.
Now to the principal. I begged you for help with my child. You said it was the divorce, and I tried to convince you there were other issues. You ignored my pleas. Well he was diagnosed a year later with a convergence issue and was seeing double out to 2 feet. More recently he was diagnosed with Celiac Disease. It is directly linked to behavior issues and learning disabilities. Just think if you had got off your fat duff and done something when I asked my son would not be so far behind. The schools in Colorado are SOOOO much better than your sorry excuse for a school. They teach kindness and two way respect. They have done nothing but support us in a kind and caring way instead of demand that you conform or be doomed to the bad/special school. This is more than I could ever say for you. Please retire and get out of the school system, you are the worst excuse for an administrator I have ever seen. Also, the Mosers are doing much better out of your school as well. They found open arms in Kansas, so now they are getting the support they need.
You can see it in the kids faces, their spirits are broken. They can't talk at lunch when the music plays even. Children are social creatures, but they have no time to talk in class or at lunch. Constant correction, no positive encouragement....The school counselor is overrun with children with issues and I believe the way the children are treated is contributing to this.
Parents RUN from Waxhaw Elementary, before its too late.