This decision prioritizes shortterm
profits over the potentially much higher future profits resulting from having satisfied
repeat customers who also recommend the company??™s products to other potential customers.
Understand that the problem does not lie with opening support offices in foreign
countries; the problem is with opening these offices in countries that do not natively speak
the language of the customers who will be calling them. How can a native English-speaker
hope to properly convey the problem to someone who doesn??™t speak English well at all?
Their chances of accurately solving the problem with little to no stress are virtually nil.
While the problem may eventually get resolved, by that time both the customer and the
technician have pulled half of their respective hair out. Likewise, how can a customer from
Japan who speaks very little English explain to a technician born and raised in Iowa, with no
training whatsoever in the Japanese language, the extent of his problem, much less have a
real hope for a resolution before hanging up the phone?
If you run into this kind of situation, my advice is to complain, complain, complain, and
then complain some more! You paid for the product, and you should get proper support for
it, too! This stance may not endear me to these companies that shall remain nameless here,
but someone??™s got to say something, whether they will listen or not.
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