India Call Center Gems!
Dec 20, 2007, 7:16 pm
#76
FlyerTalk Evangelist
Join Date: Jan 2001
Location: NYC
Programs: AA EXP / LT PLT / 3MM, Marriott LT Gold
Posts: 35,386
You showed up quick this time. Do you have an e-mail alert set for everytime the word "India" is mentioned.
To the OP (and anyone else who doesn't want to get the ICC), just press the button for International Reservations, you'll get connected to the USA and they'll be happy to help you with your domestic trip.
To the OP (and anyone else who doesn't want to get the ICC), just press the button for International Reservations, you'll get connected to the USA and they'll be happy to help you with your domestic trip.
If the OP had this experience first-hand, and had a credible posting history, it would be a different situation.
Dec 20, 2007, 7:19 pm
#77
Join Date: Mar 2007
Location: LAX / SNA
Programs: Delta PM, Alamo Quicksilver, Clear Pass.
Posts: 82
One of the nice perks of making Medallion was being able to talk to a trained, motivated and empowered Delta customer service rep at SMS.
Although my ICC experience had not been as extreme as quoted in the article, it had been frustrating each time I needed to call. SMS isn't perfect, but it's definitely a big step up.
Given that this board is dominated by people who have a choice in calling the general phone number or SMS, it's somewhat haughty to criticize non-elites that have issues with the ICC.
Really - when was the last time you saw a post like "I called SMS, they were worthless, so I called the ICC and got what I wanted"?
Although my ICC experience had not been as extreme as quoted in the article, it had been frustrating each time I needed to call. SMS isn't perfect, but it's definitely a big step up.
Given that this board is dominated by people who have a choice in calling the general phone number or SMS, it's somewhat haughty to criticize non-elites that have issues with the ICC.
Really - when was the last time you saw a post like "I called SMS, they were worthless, so I called the ICC and got what I wanted"?
Dec 20, 2007, 7:39 pm
#78
Join Date: Sep 2005
Location: GNV which is not where we would like to be :)
Programs: ABP, Mr. Mom without the kids, Signor Mucci, DL PM, HH & Hyatt Diamond
Posts: 4,526
I've had a recent problem with DL India call center after our luggage didn't arrive with us. The agent kept referring to a future PHX flt instead of our completed IND trip and I never mentioned PHX in the initial conversation. After nearly 15 minutes of trying to find our bags I hung up and drove to the airport. 
Dec 20, 2007, 7:58 pm
#79
FlyerTalk Evangelist
Join Date: Jan 2001
Location: NYC
Programs: AA EXP / LT PLT / 3MM, Marriott LT Gold
Posts: 35,386
I think we should make this a sticky (seriously) to give people a place to rant about the ICC. Then we wouldn't have to put up with new threads on this topic on a daily basis.
And people complain about the clutter of threads on the lack of SkySaver availability ...
I'm not sure what the relevance is. However, that would be news and worthy of a thread.
And SMS is extremely average compared to many other domestic airlines.
And people complain about the clutter of threads on the lack of SkySaver availability ...
And SMS is extremely average compared to many other domestic airlines.
Dec 20, 2007, 8:04 pm
#80
FlyerTalk Evangelist
Join Date: Jun 1999
Location: MIA
Programs: Retired :)
Posts: 10,940
Dec 20, 2007, 8:05 pm
#81
Join Date: Dec 2003
Location: DAY, CMH, IND, SDF, CVG
Programs: DL PM & Kryptonium, Hilton Diamond, National Exec Elite
Posts: 392
Been there, done that.
I had so many problems in the past with the Indian call center, I just hung up and called again. I simply cannot understand them on the phone. I spoke with Delta Atlanta HQ Customer Service several times and they agreed they had several complaints and were hoping to resolve the problem in the future. The manager I spoke with said it was part of "cost savings", but they realized the grief it caused cost them a lot of business at the same time.
I had so many problems in the past with the Indian call center, I just hung up and called again. I simply cannot understand them on the phone. I spoke with Delta Atlanta HQ Customer Service several times and they agreed they had several complaints and were hoping to resolve the problem in the future. The manager I spoke with said it was part of "cost savings", but they realized the grief it caused cost them a lot of business at the same time.
Dec 20, 2007, 8:06 pm
#82
Join Date: Sep 2003
Location: VPS
Programs: DL DM/2MM, Etihad Gold, HHonors Diamond, SPG Gold
Posts: 4,787
I think we should make this a sticky (seriously) to give people a place to rant about the ICC. Then we wouldn't have to put up with new threads on this topic on a daily basis.
And people complain about the clutter of threads on the lack of SkySaver availability ...
I'm not sure what the relevance is. However, that would be news and worthy of a thread.
And people complain about the clutter of threads on the lack of SkySaver availability ...
I'm not sure what the relevance is. However, that would be news and worthy of a thread.
Dec 20, 2007, 8:09 pm
#83
FlyerTalk Evangelist
Join Date: Jun 1999
Location: MIA
Programs: Retired :)
Posts: 10,940
Dec 20, 2007, 8:39 pm
#84
Join Date: Mar 2005
Location: Long Island, NY
Programs: DL GM SkyClub; Starwood Gold, Hertz Gold, HILTON DIAMOND
Posts: 1,685
Delta NEEDS a baggage line for medallions so we don't have to talk to the indians . . . !!!!!!!!!!!!!!!!!!!!!!!
SR
SR
Dec 20, 2007, 9:02 pm
#85
Join Date: Aug 2007
Location: All over the place!!!
Programs: NW Platinum, back to DL base awaiting the eventual elevation to DL PM
Posts: 132
Dec 21, 2007, 1:43 am
#86
Join Date: Apr 2005
Location: ORD
Programs: DL FO...ex-PM, GM...does it really even matter these days? LOL...
Posts: 1,248
Obviously!!! And the cost savings is quite significant.. and the complaint ratio is probably 1-2%. This is a no-brainer.
Dec 21, 2007, 6:30 am
#87
Join Date: Aug 2002
Location: Los Angeles
Posts: 4,677
3-2-1 closing shortly. Get your last rants in! 
To keep it on topic. The call center sucks, but neither here nor there. Occassionally when I call and either I mistype my info or the system misrecognizies it, my call goes to India. They have been very good about transferring me to SMS, even without my asking. If I do get India, I'll give them a chance to take care of my call. If they give me wrong info, I ask to be transferred.
To keep it on topic. The call center sucks, but neither here nor there. Occassionally when I call and either I mistype my info or the system misrecognizies it, my call goes to India. They have been very good about transferring me to SMS, even without my asking. If I do get India, I'll give them a chance to take care of my call. If they give me wrong info, I ask to be transferred.
Dec 21, 2007, 7:26 am
#88
FlyerTalk Evangelist
Join Date: Sep 2000
Programs: DL FO, Marriott Gold, SPG Gold
Posts: 12,003
How did you guess?
Seriously people, how many of these Indian call center threads must the moderators close before you get the hint. @:-)
For the record, if there was anything of substance that should still be discussed this thread would still be open.
RSSrsvp - Moderator