While outsourcing is a cost-saving means for companies, based on personal experience with the utility companies, outsourcing can be a costly business to their customers. Due to outsourcing, it took a few days short of a month, including a heated exchanges of letters with the company's president, for Cable & Wireless, which promised us "within 10 days", to replace a broken modem.
So, a modem was replaced almost after a month.
Surely and rightly the consumer has every right to feel disillusioned. He blames process of outsourcing for the delay.Isnt it strange, I do not agree. Why?
I wonder, of that is a normal practice for all the cases, because prolonged delays like this not only irks the customer, with bad names, it also increases the total gross expenditure by many fold. A company by delivering such delays simply can not exist in the market. I think the gentleman there is a bit unlucky notwithstanding the “ heated exchanges of letters with the company's president.”
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