Im a Colombian citizen and Im a proudly AMERICAN citizen also, I had to come down here to Colombia for a couple years and I started to work with the company who outsourced the call center for those companies.
Honestely I dont know what you guys expect if you dont even know how to find a serial number on your phone.
I really dont want to blame no people here but we are the people that have better accent than the other call centers and we always use to recieve the calls that other reps screwed up.

The point here that how do you expect to help someone who tried to make a ph call and has the ph turned off? How do you expect to assist a person who dont even tries to understand the rep. I saw people crying because of nasty customers who discriminates because where we are located. Many of the reps on my city are people who goes to public universities and they have been learning english by courses and they dont even had the opportunity to travel outside the country. Many other have been out the country and have been studied in bilingual schools and they work for fun actually. Just like me.

When I got asked where Im located I have to say my actual location and that script that the corporate offices are located in MIAMI, FL. When people asked me where I am from I simply say that Im from Colombia, when they asked about my english skills I make the statment that Im also a PROUD AMERICAN citizen. But honestly I can handle that way that many customers have to treat a person who is giving the best to assist them. You guys have no clue all the tools that we use to correct problems. I need to use 10 tools with like a 14 windows in a call. You guys think that we are machines or something? We deal with numbers and codes and references and numbers again and again and again... Come you guys and make an 8 hours shift dealing with that and dealing with people like you? Dont think so.

I belong to a TIER 2 support team which handle problems with the coverage and I spent like 8 months being a TIER 1 and thats so complicated.

Next time that you got placed on hold be pacient we are really working, if a TIER 1 ask to place you on hold to have assistance for a Supervisor think that they really need assistance. We got really well trained so be aware of that.

I just want to finish this complaint to the customers saying that next time that you call the 1800 number. Try to select spanish because sometimes we even dont understand the people from phillipes. And thats something that I supposed not to say.

AND NOTE TO THE ONE WHICH IS GOING TO ASK. WHY IN SPANISH?? BECAUSE WE ARE ABLE TO SPEAK BOTH. Not you guys that only speak english and please do not tries to speak spanish to say Thank You or GRACIAS!!!