A few years ago I worked with Wipro as they would contact me (technical support for some products) on behalf of their customers.
The incompetence was astounding, and I worked in support for a long time, and Wipro was really astounding. Everything from security to just understanding what we were telling them was mindbogglingly bad. It wasn't a language barrier, they simply didn't have many / sometimes anyone who understood the technology on the most basic level.
Wipro would open tickets dozens at a time claiming there was some sort of technical issue, but they often couldn't explain what if anything they tried. We would find the equipment at factory defaults, last boot time was when it was in the factory.... but now it was a P1 ticket because "it didn't work and it needs to be up and running by the end of the day". Then we'd ask what how they wanted it configured and they ... wouldn't know. Then they'd escalate through sales and the executives claiming we had been "working with them for weeks and were not helping".
Then they would go silent and not respond for days or weeks only to reappear later as angry as ever that we hadn't done anything when our last questions to them might be as simple as "what isn't working?".
It was worse when they actually tried configuring things as they were masters at nonsensical configurations, looping cables back into the same equipment they came from and etc. You could look at their systems that were "working" and it was errors everywhere and you couldn't trust anything you saw.
Even internally Wipro would tell us that they "can't tell" the "other team" (another team inside Wipro working with the same customer) that they need to change their configuration. They would just repeat that they can't tell them that ... and we'd be stuck because it's obvious the "other team" is configured wrong. I'd tell them to let me be the bad guy and tell them on a call, but nope. So things would just not work.
It was a common occurrence as things got worse that we would eventually end up on a conference call with Wipro and their end customer and their customer's perception was entirely off. There was no way it was miscommunication, they were straight lying to their customer all along. Often we'd have to break the news to the customer that we haven't been working on the issue for weeks, we just heard about it today, nobody can tell us how they want the product configured on the most basic level...
The only thing worse than that situation was to look up these customer's of Wipro and see they scrapped their own IT departments in favor of outsourcing, and I'm not sure they had more than a couple people who understood what was really going on.
Well I look around in an Indian IT shop and it's all people brow beating each other and chatting with each other. As if it's all an FD income to them and no one wants to seriously work.
Comments
A few years ago I worked with Wipro as they would contact me (technical support for some products) on behalf of their customers.
The incompetence was astounding, and I worked in support for a long time, and Wipro was really astounding. Everything from security to just understanding what we were telling them was mindbogglingly bad. It wasn't a language barrier, they simply didn't have many / sometimes anyone who understood the technology on the most basic level.
Wipro would open tickets dozens at a time claiming there was some sort of technical issue, but they often couldn't explain what if anything they tried. We would find the equipment at factory defaults, last boot time was when it was in the factory.... but now it was a P1 ticket because "it didn't work and it needs to be up and running by the end of the day". Then we'd ask what how they wanted it configured and they ... wouldn't know. Then they'd escalate through sales and the executives claiming we had been "working with them for weeks and were not helping".
Then they would go silent and not respond for days or weeks only to reappear later as angry as ever that we hadn't done anything when our last questions to them might be as simple as "what isn't working?".
It was worse when they actually tried configuring things as they were masters at nonsensical configurations, looping cables back into the same equipment they came from and etc. You could look at their systems that were "working" and it was errors everywhere and you couldn't trust anything you saw.
Even internally Wipro would tell us that they "can't tell" the "other team" (another team inside Wipro working with the same customer) that they need to change their configuration. They would just repeat that they can't tell them that ... and we'd be stuck because it's obvious the "other team" is configured wrong. I'd tell them to let me be the bad guy and tell them on a call, but nope. So things would just not work.
It was a common occurrence as things got worse that we would eventually end up on a conference call with Wipro and their end customer and their customer's perception was entirely off. There was no way it was miscommunication, they were straight lying to their customer all along. Often we'd have to break the news to the customer that we haven't been working on the issue for weeks, we just heard about it today, nobody can tell us how they want the product configured on the most basic level...
The only thing worse than that situation was to look up these customer's of Wipro and see they scrapped their own IT departments in favor of outsourcing, and I'm not sure they had more than a couple people who understood what was really going on.
Well I look around in an Indian IT shop and it's all people brow beating each other and chatting with each other. As if it's all an FD income to them and no one wants to seriously work.