Feeds

Tech giants floored by monsoon

It rains in India. Who knew?

The Essential Guide to IT Transformation

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. ®

Application security programs and practises

More from The Register

next story
BBC goes offline in MASSIVE COCKUP: Stephen Fry partly muzzled
Auntie tight-lipped as major outage rolls on
iPad? More like iFAD: We reveal why Apple fell into IBM's arms
But never fear fanbois, you're still lapping up iPhones, Macs
Stick a 4K in them: Super high-res TVs are DONE
4,000 pixels is niche now... Don't say we didn't warn you
Philip K Dick 'Nazi alternate reality' story to be made into TV series
Amazon Studios, Ridley Scott firm to produce The Man in the High Castle
Sonos AXES support for Apple's iOS4 and 5
Want to use your iThing? You can't - it's too old
There's NOTHING on TV in Europe – American video DOMINATES
Even France's mega subsidies don't stop US content onslaught
You! Pirate! Stop pirating, or we shall admonish you politely. Repeatedly, if necessary
And we shall go about telling people you smell. No, not really
Too many IT conferences to cover? MICROSOFT to the RESCUE!
Yet more word of cuts emerges from Redmond
Joe Average isn't worth $10 a year to Mark Zuckerberg
The Social Network deflates the PC resurgence with mobile-only usage prediction
prev story

Whitepapers

Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Application security programs and practises
Follow a few strategies and your organization can gain the full benefits of open source and the cloud without compromising the security of your applications.
How modern custom applications can spur business growth
Learn how to create, deploy and manage custom applications without consuming or expanding the need for scarce, expensive IT resources.
Securing Web Applications Made Simple and Scalable
Learn how automated security testing can provide a simple and scalable way to protect your web applications.