it just isn't working.
Nothing to do with the Indian guys at the other end who are invariably charming, exceptionally well educated and efficient, but the fact that there is now a total disconnect between what happens in Mumbai/Hyderabad etc and what the monkeys back in the British section of the company are doing.
Whether you're dealing with Dell, Samsung, BT or whoever else it would seem that the management in Britain have outsourced solely as an economy measure and have absolved themselves of all responsibility for their products failings/customer services leaving a load of Indian chaps to take the brunt of the complaints/customer fury.
The other solution that I would endorse would be to sack all the UK based management and replace them with Indian graduates.
Either way, NEVER buy a fucking DELL and BT are still cunts.