Feeds

Tech giants floored by monsoon

It rains in India. Who knew?

Internet Security Threat Report 2014

Seasonal rain in India has left some of the biggest names in IT stranded today.

Problems at Hewlett Packard, which outsourced its UK support to India last year, were reported by several readers.

One HP channel partner said that it had been impossible to assign an engineer to fix a customer's problem, because the call is logged, and an engineer dispatched, from an Indian call center.

"We've been waiting for an engineer all day," a representative told us.

The cause is the monsoon season, which has left dozens dead, and much of Mumbai itself underwater. One reader reported being told that"due to the rain, none of the engineers are in work". Not so surprising, given the situation, but can't the support infrastructure of global IT companies be more resiliant?

HP says it is, and should be.

An HP spokesperson said that the system should be set up to automatically redirect calls to another call center.

"I'm not sure why people have had problems getting through," we were told. "That should be fine."

"I am being repeatedly told that because of rain there are no technical agents available!," another reader mailed us. "When requesting if anywhere else in the world has any technical support personnel to help me I get the standard 'sorry sir we are not able to help you'. Useful for a multi-billion pound company!"

Yet another reader who experienced similar problems with HP today mailed us to say:

"Is it just me, or is it madness that because of flooding thousands of miles away, I can't get a technician who probably lives a few miles away called out to fix our printer?"

HP corporate said that it's happy to hear from people experiencing problems, via The Reg and will attempt to resolve them. We'll forward them along.

HP opened a Bangalore call center in early 2004, and after the outsourcing move last year, UK queries are sent to Chennai.

The rain isn't unusual, but Indian's infrastructure seems ill-prepared to cope. Two years ago, a fire in a telecommunications hub in Chennai knocked out phone and data connections to several major India cities, including Bangalore and Kolkata.

But the downtime isn't all bad. At Hutchison's UK 3G network 3, "untrained" staff were fielding customer calls, and at least one reader reported a significant improvement in customer service. While 3's emergency staff aren't trained in call center etiquette, they are familiar with 3 phone services, unlike their Indian colleagues. ®

Choosing a cloud hosting partner with confidence

More from The Register

next story
Facebook pays INFINITELY MORE UK corp tax than in 2012
Thanks for the £3k, Zuck. Doh! you're IN CREDIT. Guess not
DOUBLE BONK: Testy fanbois catch Apple Pay picking pockets
Users wail as tapcash transactions are duplicated
Happiness economics is bollocks. Oh, UK.gov just adopted it? Er ...
Opportunity doesn't knock; it costs us instead
YARR! Pirates walk the plank: DMCA magnets sink in Google results
Spaffing copyrighted stuff over the web? No search ranking for you
In the next four weeks, 100 people will decide the future of the web
While America tucks into Thanksgiving turkey, the world will be taking over the net
Microsoft EU warns: If you have ties to the US, Feds can get your data
European corps can't afford to get complacent while American Big Biz battles Uncle Sam
prev story

Whitepapers

Choosing cloud Backup services
Demystify how you can address your data protection needs in your small- to medium-sized business and select the best online backup service to meet your needs.
Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.