Ranking of able2know

Quite a few know it's intrusive, but supporting themselves and family takes priority. I get that part.

I get that part too. That's why it's painful to watch. Their job is to call, mine is to hang up. Just business.

Hanging up is easy, but sometimes you have to call the support number for credit card and software support. I don't care how well they score on written exams. I want to talk to someone who I can understand on the phone.

Try having associates internal to your company that are overseas. Most of our internal helpdesk is from India. When you call it is a crap shoot on how well the individual will be able to communicate with you. That is step one - step two is does that person even know how to handle the situation.

In one case, it was apparent that this helpdesk person was ready straight from a manual to assist me in resolving a problem. I asked him point blank - do you really understand my issue or are you just following steps that are outlined for you? I told him it was ok if you do not understand - I just need to know (basically to see if I should just hang up and try to get someone else or not) - he answered yes he understood.

Obviously he didn't because after an hour of going through his steps outlined on a piece of paper - he had to write up a "ticket". Which means it goes to someone who actually knows how to do their job. Hours later when I got someone local to call me back via the ticket - my problem was resolved, I also told him about my experience and he said - they are trained to just "yes" you and not tell you the truth.

Thus I now call them the helpless desk.

now that's where it gets interesting

I find the Indian helpdesk folks easier to understand than most we get in the US - maybe not more helpful - but understandable

yeah
pretty much all we've had for about a decade now
a poster here used to work for a company we used. always prayed I wouldn't get her on the line

now they've started outsourcing some claims handling jobs there. I don't see it going well. claims handlers in the US don't understand our laws (our US vps's don't understand our laws). I don't see how people on another continent are going to do this. we already pulled back some of the credit card claims work - but the auto stuff is still out there

Fortunately, I don't need to call the help desk because most of our "problems" is about Apple products, and they have a store at Valley Fair SC in San Jose with very good assistants. If anybody plans a trip here to Northern California, we can take you to the Apple campus where they have their products and a view of the space ship campus. They're building a huge campus in our city that's much larger than the campus in Cupertino.

You ain't kidding - we recently had an accident - long story short - the car was a lease and it was totaled. I was told that the leasing company would handle the cancel of registration and that they did not want the licence plates - I could not cancel the registration because the leasing company owned the vehicle.

Anyone - I get a letter saying that they need me to send them the proof of cancellation of the registration and I am paying car insurance until that happens. What the f---. I easily look up on my states RMV that they need to cancel and you do not need to turn in the plates - just recycle them.

So I get someone on the phone who insists I need to do this - I read directly from the RMV website the instructions and explain I do not have your TIN and I legally cannot cancel the registration - I told them - this is YOUR job you need to know how to do this. How can I someone who does not work in the leasing/insurance business easily figure this out but you who has worked in this business for x number of years do not know how to do their job.

I managed to get them off their butts and do their job.

Thanks for the rant - nothing irks me more than someone who cannot do something simple in their job - when someone with zero experience in the field can figure it out.

And yes they were within the US.

But to talk of those overseas associates - like some here there are good and bad ones. The worst I find are the ones who talk so fast you do not know what the hell they are saying.

I mean I am from the northeast where everyone says we talk too fast. They do not even have English as their first language and talk so fast I have to say you need to slow down.

The stronger individuals have learned how to communicate clearer and speak clearly and in a way you can follow. Some of the good ones - are really really good.

The bad ones - are terrible - and there is little in between.

US auto insurance is its own crazy thing. Every state has such different laws. I had one case where the accident was in state 1, the two commercial vehicles involved were registered in states 2 and 3, the drivers were from states 4 and 5 (and had personal insurance in those states), one of the vehicles had insurance written in the US (state 2), the other in Canada. Took me 3 lawyers and 1 independent adjuster to figure out if there was any coverage anywhere for the guy who'd been killed. Someone with a manual is not going to be able to figure that out.

No witnesses or police report?

The police report is how we started to discover the jurisdictional issues.

In no-fault states, liability generally doesn't matter for first-party benefits.
In the no-fault state involved, the driver had to drive for the insured party for a certain amount of time before coverage kicked in.
etc
etc
etc
there were exclusions in every state that was involved in this case