WHY Should I expect diffrent?

WHY Should I expect diffrent? (Full Version)

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YourBigDaddy67 -> WHY Should I expect diffrent? (12/4/2012 5:48:09 AM)
I just tried to call Ally Bank and get in touch with a real person at what is left of GMAC. So what do I get? I get 5 minutes of IVR (Press one, Press two) then when I get a rep on the phone, it is clearly someone from the Philippines or Costa Rica, or Honduras. She then takes forever to get logged into her computer. I explain the situation that I have been the only one making payments since 2010, not the co signer and that I want the Co-signer removed and want to be the only one on the account. Guess what I get, a script. I can tell from the meter in her voice that she is reading this word for word. What ever happened to customer service, what happened to Exceeding the customer's expectation? This is Ally, the nice company that has the children in the commercials BULLSHIT! What ever happened to hiring AMERICANS to do these jobs. You can't tell me that some welfare mother could do that same job and get her off the public dole

poise -> RE: WHY Should I expect diffrent? (12/4/2012 6:27:09 AM)
Please press 2 if you want a response.

RacerJim -> RE: WHY Should I expect diffrent? (12/4/2012 6:33:44 AM)
Whatever happened to holding Obama accountable for his actions? http://freebeacon.com/a-european-ally/ General Motors (GM) last week started buying out Ally Bank’s auto lending operations in an effort to reverse months of lagging growth. Ally Financial Inc., formerly known as GMAC, is GM’s former auto-lending arm. Although it split from the automaker in 2006, it still garnered $17 billion in taxpayer money during the auto bailout. GM announced on November 21 its repurchase the bank’s lending operations in Europe and Latin America at a cost of $4.2 billion. Taxpayers own about 75 percent of Ally, which has only repaid $2.5 billion of its bailout. GM still owes U.S. taxpayers nearly half of its $50 billion bailout. Industry insiders criticized the Treasury Department for not placing Ally in bankruptcy or selling it off before the election, which would have forced the administration to acknowledge the impossibility of fully recovering bailout money. Christopher Whalen, cofounder of Institutional Risk Analytics, told the Washington Free Beacon in April that the Obama administration was motivated by politics rather than the responsible stewardship of taxpayer dollars. “Geithner and the rest of Treasury doesn’t want to admit that it is a mess and they’ve been lying to us for three years,” Whalen said in April. “They’re waiting until after the election [to sell the bank].”

AthenaSurrenders -> RE: WHY Should I expect diffrent? (12/4/2012 7:42:25 AM)
Seriously? A bank gives bad customer service and this becomes a rant about Obama and criticism of people on welfare?

Hillwilliam -> RE: WHY Should I expect diffrent? (12/4/2012 7:44:13 AM)
quote: ORIGINAL: AthenaSurrenders Seriously? A bank gives bad customer service and this becomes a rant about Obama and criticism of people on welfare? It's all he knows how to do.

coykoi -> RE: WHY Should I expect diffrent? (12/4/2012 8:02:47 AM)
quote: ORIGINAL: YourBigDaddy67 What ever happened to hiring AMERICANS to do these jobs. Bad customer service is bad customer service; it doesn't matter who's doing it. ie, they're trained to follow the same protocol/script whether they're in America or elsewhere.

theshytype -> RE: WHY Should I expect diffrent? (12/4/2012 10:22:57 AM)
Sometimes, if you ask to speak with someone in America, they'll transfer you to someone who (sounds like) they're American. Whether or not they're actually located in the states is debatable, but at least we can understand each other better. I've had to do this a few times - not with Ally.

wandersalone -> RE: WHY Should I expect diffrent? (12/4/2012 10:40:43 AM)
quote: ORIGINAL: YourBigDaddy67 What ever happened to hiring AMERICANS to do these jobs. You can't tell me that some welfare mother could do that same job and get her off the public dole This will happen when these large companies stop hiring people offshore simply because it is cheaper.

stef -> RE: WHY Should I expect diffrent? (12/4/2012 11:18:42 AM)
quote: ORIGINAL: AthenaSurrenders Seriously? A bank gives bad customer service and this becomes a rant about Obama and criticism of people on welfare? It's RacistJim. You expected different?

AthenaSurrenders -> RE: WHY Should I expect diffrent? (12/4/2012 1:18:01 PM)
I've never come across him or the OP before. Interesting.

YourBigDaddy67 -> RE: WHY Should I expect diffrent? (12/4/2012 5:48:32 PM)
No I am real, this profile is just to address the darker side of my personality. Not the Daddy Dom that I usually show myself as

dcnovice -> RE: WHY Should I expect diffrent? (12/4/2012 6:31:22 PM)
quote: Seriously? A bank gives bad customer service and this becomes a rant about Obama and criticism of people on welfare? This election does seem to have hit our right-wing brethren rather hard.

theRose4U -> RE: WHY Should I expect diffrent? (12/4/2012 6:52:12 PM)
quote: ORIGINAL: dcnovice quote: Seriously? A bank gives bad customer service and this becomes a rant about Obama and criticism of people on welfare? This election does seem to have hit our right-wing brethren rather hard. I voted for obama the first time...now I'm contemplating international relocation to anywhere but here! Scary scary stuff coming down the pipe

dcnovice -> RE: WHY Should I expect diffrent? (12/4/2012 7:12:28 PM)
quote: now I'm contemplating international relocation to anywhere but here! Posters from both sides of the aisle have voiced that thought over the years, and my response is always the same three words: Need help packing?

theRose4U -> RE: WHY Should I expect diffrent? (12/4/2012 7:29:54 PM)
quote: ORIGINAL: dcnovice quote: now I'm contemplating international relocation to anywhere but here! Posters from both sides of the aisle have voiced that thought over the years, and my response is always the same three words: Need help packing? I will take it, need english or non-dictator spanish speaking country without the 6 month quarrentine for dogs australia has. Whole obamacare is frightening Letter friend recently got the moms medication wouldn't be paid for, but hospice care would be. Kind of anti-euthenasia when it comes to parents. I mean if we are keeping the criminals & pedophiles alive why is euthing old people ok? Recent bills allowing no warrent downloads of websites like this one, emails & phone records have an issue with Those are just the biggies, scary scary stuff

descrite -> RE: WHY Should I expect diffrent? (12/4/2012 10:55:42 PM)
http://en.wikipedia.org/wiki/Guyana Workin' on it. See also: Costa Rica.

NuevaVida -> RE: WHY Should I expect diffrent? (12/4/2012 11:07:42 PM)
quote: ORIGINAL: wandersalone quote: ORIGINAL: YourBigDaddy67 What ever happened to hiring AMERICANS to do these jobs. You can't tell me that some welfare mother could do that same job and get her off the public dole This will happen when these large companies stop hiring people offshore simply because it is cheaper. Bingo. And here's my mini Walmart soapbox - their prices are so low because they demand their suppliers to sell at a certain low cost. Suppliers can't do that while manufacturing in America, so they manufacture offshore. Because it's cheaper. Because if they don't, they're out of business. That almost happened to Rubbermaid. And we (generic we) keep shopping there because we like the lower prices. And it's not just Walmart - they're just my example - it's everywhere. It's cheaper for companies to hire manufacturing, customer service, various IT functions, etc., offshore. Otherwise we're spending more as customers, and we don't want that, either. Vicious circle. And I agree with Athena - was kind of shocked to see a bad customer service thread pointing to attacking those on welfare.

Nakhla -> RE: WHY Should I expect diffrent? (12/5/2012 4:09:35 PM)
Whether or not someone is from the US has little to do with how well someone can provide customer service. Having experience working in a call center in a third world nation, I can tell you that much of what annoys customers has to do with how the system is set up, rather than who is speaking on the other end. In many call center jobs, pay is almost entirely based on a series of scores. The two biggest ones that I feel effect the customer experience negatively are talk time and scripts. Talk time means that the longer the agent works with you, the less they get paid, so if it's a complex or difficult issue, many of these people have strong incentives not to take their time to help you. There is no bonus for a job well done. As for scripts, agents are often scored based on how closely they follow them. I've never met a one who liked them. If you knew you'd get an extra 200$ each month for saying "bobcat unicorn cupcake" at the start of each call, you'd say it, no matter how stupid you felt saying it and no matter how little relevance it had to the topic at hand. As for another issue, many call centers are generic so that the agent you spoke to may be speaking for dozens of other companies as well, and you might be the first Ally customer she's had in half a year. Call centers frequently doubled up like that. Though this varies, how long you wait to reach someone generally has to do with under-staffing rather than lack of effort. The lady you spoke with may well have taken a hundred calls in a row before you and the pace can be frantic: when call volumes were high at my old job, people weren't allowed breaks, lunches, or even to go to the bathroom. Many of the people I worked with overseas were highly educated people who, for simple lack of opportunity in their home country, were working there. It is not an easy job and the pressures can be tense in unionized, poorly-regulated environments that are typical in many countries. No-one likes phoning customer service, but walk a mile in their shoes before you judge who you're dealing with...

kitkat105 -> RE: WHY Should I expect diffrent? (12/5/2012 4:52:03 PM)
You know... and here's a novel idea... if you really want to support a business on a local level, why don't you go to the branch in person? Your request, to me, is quite serious and I would think you would need to prove who you are also. The person on the other end of the phone, despite how annoying they might be is only doing their job. Yes, it's frustrating that call centers get offshored, but the reality is no American would do the job for that rate of pay.

absolutchocolat -> RE: WHY Should I expect diffrent? (12/5/2012 4:55:26 PM)
quote: ORIGINAL: Nakhla No-one likes phoning customer service, but walk a mile in their shoes before you judge who you're dealing with... QFT honestly, until you work in customer service, you have no idea what we have to put up with. the ranting, raving screaming nightmare kind of folks who talk down to you, curse you out, and ask for your supervisor when you don't kiss their ass. the industry has a high turnover rate for this reason, so the recent surge in outsourcing doesn't surprise me.

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