"A foreign bank wont get anywhere in Canada," that's how Ellen Roseman concludes the write up in The Toronto Star which one by one puts forward many instances about how customers are unhappy about an Indian bank's (ICICI) service. ICICI, an Indian bank set up two branches in Canada in December 2003 and outsourced all its customer service to its homeland. The writer starts off the story with lines like this.
When you call Bell Canada, you may find yourself speaking to someone in India. And if you have a baggage problem with Air Canada, your call is taken by someone in India.
I did not find any relevancy of the intro with the rest of the story.
The writer continues to point out how customers are disgusted about the services the bank offers, how customers close their account with the bank in spite of getting high interest and how there is no authoritarian figure in its call centers in India, who can settle the issue and keep the dissatisfied customers happy.
I would say a bit inclined take from the writer, a complete writer by the thumb rule of journalism depicts both side of the story, dispassionately, where you don't smell a bias.
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