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US-based phone support for Elite and ElitePlus (at least)

Status: Acknowledged
by on ‎12-22-2016 04:06 PM

This is nothing personal against any one who doesn't speak English as a first language or live in the US. There are plenty of wonderful people all over this world. This is about specific experiences.

 

You need to have US-based service reps when they are asked for. I ask when I call in and get "Bob" who does not speak English as a first language and I have difficulty in understanding them. These folks are at a natural disadvantage at times as usually they haven't lived in the US and aren't familiar with our culture and idioms.

 

For example, one of your foreign call-center folks decided it was OK to send my order to a different city than the specific store we'd already agreed to. We never discussed this. During the call, I had to ask them to repeat themselves at times and then repeat what I thought I heard back to them to get some clarity. Maybe in their culture it's OK to modify someones order and send them off to a different city. Not so much here in the US though.

 

Eliminating linguistic and culture barriors, especially when needing to have technical or detailed policy discussions, is crucial to successful support. Please learn from your competitor that is named after a rainforest in South America.

Status: Acknowledged

We do have many call centers located in the U.S., but as with most large companies we also contract call centers outside of the U.S. for a variety of reasons.

Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎12-22-2016 06:17 PM
Status changed to: Acknowledged

We do have many call centers located in the U.S., but as with most large companies we also contract call centers outside of the U.S. for a variety of reasons.

by
on ‎12-23-2016 12:14 AM

Thanks Allan. However, this suggestion is to fwd an Elite/ElitePlus member (at least) to the US when asked. You made a statement but didn't address the suggestion itself.

by Senior Social Media Specialist Senior Social Media Specialist
on ‎12-23-2016 04:41 PM

@JMBedford, sorry if my response did not directly address your request. We actually did have such a call center here at our Corporate Headquarters a few years back for Elite/Elite Plus members, but it was not successful as this team often had to transfer customers out to other teams as they were not skilled to handle every single request a customer has of us. This team actually still exists for Elite/Elite plus members but only addresses concerns in regards to their My Best Buy rewards account.

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