An Off-Topic Rant

by Al Yellon on Dec 31, 2006 12:37 PM CST in Chicago Cubs News

I am in Arizona. Mark and I, in fact, are going to the Fiesta Bowl tomorrow (I don't really care about the game, but it's an "event", a "spectacle", and I do want to see that cool new stadium).

I arrived yesterday morning around 9:30 am.

My suitcase, at this writing, is still in Chicago.

I spent a ridiculous amount of time on the phone yesterday with United baggage reps who are, as you might have guessed, in India. I had a great deal of trouble understanding them; their accents are too thick. Plus, they really didn't seem interested in doing anything but reading their prepared scripts, "apologizing" for the problem, and then moving on.

That's what outsourcing has done to our economy, unfortunately. No wonder United has such a bad reputation for customer service.

So, this morning I drove back to the Phoenix airport to see if I could get some help there. I spoke to a very helpful United employee named Mary Jo, who took my information and promised to call me. I have a local phone number I can call, and got a form I can fill out for compensation if the bag is never found, or if I have to buy things here. She also told me that United employees in the US are just as frustrated when they have to call the people in India -- they can't understand them either.

Anyway, tonight I'll stay in and watch the Bears game. Hopefully, my suitcase will be here by then. End rant. Happy New Year, everyone.

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Ack!!!

Not a fun way to start a vacation. Hope your luggage turns up soon.

Enjoy the Fiesta Bowl!!

Happy New Year to you too.

COTTS!!!

by sue369 on Dec 31, 2006 12:50 PM CST reply actions

United does indeed have a BAD rep

I used to fly them nearly exclusively but after a very
bitter incident following the 98 playoff game ( got
stuck in Chicago for an extra day while they claimed
there were no flights, I found out later ALL the other airlines
were running , albiet late, United was screwed up because
of DENVER not Chicago) This was the perfect time to abandon
them as that famous summer of hell came shortly thereafer

I fly mostly American which is not perfect but not bad.
I do Jetblue when possible but won't take them to Chicago
as going to JFK is a bitch. As for the Indian outsourcing
I had that too on a much smaller matter involving a Delta
American Express card and the purchase of my season tickets
Won't bore you with the story but I cancelled the card ASAP
despite their requests to stay. The dopes in India were pretty
clueless and just did not understand the situation. I have
no such problem with either USAA or my American Airlines
Chase Card.

PS Al probably not practical for you but I NEVER check
luggage. I carry on and if necessary SHIP MY STUFF ahead
from my office. Costs maybe $12 to ship say 20 pounds to
AZ. Worth it to me

Good luck on the bag

I love the ballpark. I love the city. I love the fans. Aside from how we've played this year, there's nothing not to like about Chicago." Greg Maddux 7/29/06

by jessica on Dec 31, 2006 1:48 PM CST reply actions

Jet Blue...

...is a really good airline from my experiences. Comfortable planes, easy check in, very few hassles, and expert customer service.

I used to fly ATA a lot (because they were the only non-stop, direct flight out of the neighbor islands of Hawaii to CA). For a low cost airline, they are not bad.

PTBNL!

by gravedigger on Dec 31, 2006 2:19 PM CST up reply actions

ATA

I used to fly ATA out of Midway quite a bit, and was always very impressed with them. The ground & flight crews always seemed friendlier than the big guys...

by jshafer on Dec 31, 2006 3:46 PM CST up reply actions

Happy New Year

Have a good one Al, hopefully the Bears will finish off the regular season in style.

by cubby23 on Dec 31, 2006 3:09 PM CST reply actions

Where's...

...Mark's suitcase?? Happy New Year!!

Evey Hammond: Vi Veri Veniversum Vivus Vici. V: By the power of truth, I, while living, have conquered the universe.

by dtpollitt on Dec 31, 2006 3:17 PM CST reply actions

ANd if you have a problem with the Tribune...

and have to contact their customer service...it's in the Philippines! I have been having problems with my delivery and talking to these people gets me nowhere. Just like you said about United, canned speaches. Bring back the customer service people who are local and can actually get something done.

I know it's the way of business today, but jeeze, if someone can't get their problem resolved, they are not going to be doing business with that company for much longer and then how much is that "cost savings" going to be helping the comany if no customers are there anymore.

Kasey

by kaseyi on Dec 31, 2006 3:18 PM CST reply actions

This is not...

...necessarily entirely an outsourcing problem. Our country has millions upon millions of workers that would be more than happy to have a job doing something of this regards at a reasonable salary. Illegal immigration a problem, you say?? Not so much if large corporations would be willing to fairly pay these citizens, at a just wage. First, however, the minimum wage is far below where it should be. Second, companies refusal to keep monies within our country's boarders is ridiculous and effectively damages our GNP, amongst other things. Third, face it and deal with it. Globalization is stronger than ever; this country just passed the 300 million mark in population, that still leaves 6+ billion people around the world needing jobs. Although outsourcing is not the problem, economic prosperity, sufficient training and adequate business management, instead, are some sources of the actual problem.

Finally, as a graduate student in education and an aspiring administrator in the education field as a principal or superintendent, I direct you to the Worldmapper Project. I have used this in my classroom and with other graduate students as a tool and an aid to better understand globalization as a whole. Put together over the last few years, the Worldmapper Project takes a map of Earth and proportionally adjusts countries based upon a specific criteria.

It's from the University of Sheffield, somewhere in the UK. The purpose of the project, ever evolving, is to be able to "chart" a certain country's trait on a world map. Income, teenage birth, forest depletion, you name it. I find it to be a very true representation of the world we live in today; and once understood, a simple way to comprehend the issues our society deals with today.

GRAPH 1 is simply a cartogram of the world's land area by country. Everyone has seen this before. But, for instance, if you wanted to show, by country, its population in relative terms to other countries, you would look at GRAPH 2. Notice the bulging Asia? That's because 3+ billion people live there. Or the inflated India? Ditto. Notice America has shrunk a tiny bit. Now, look at GRAPH 3, a graph of where people live that have over $200/day of "Purchasing Power Parity" (earn/worth more than two hundred bucks a day, which all of us are). Asia is nothing more than a hair thick whereas America is bigger than Alfonso Soriano's contract. GRAPH 4 shows countries with a higher immigration than emigration, obviously countries that are - not surprisingly - of higher wealth. GRAPH 5 shows HIV prevalence.

Below are the links, in order, to each graph. I also attached the graphs, in order. I recently introduced these graphs into some of my teachings with students and it is working surprisingly well. Hopefully you will find them interesting and feel free to share your comments.

GRAPH 1 http://www.sasi.group.shef.ac.uk/worldmapper/display.php?selected=1

GRAPH 2 http://www.sasi.group.shef.ac.uk/worldmapper/display.php?selected=2

GRAPH 3 http://www.sasi.group.shef.ac.uk/worldmapper/display.php?selected=158

GRAPH 4 http://www.sasi.group.shef.ac.uk/worldmapper/display.php?selected=17

GRAPH 5 http://www.sasi.group.shef.ac.uk/worldmapper/display.php?selected=227

I came across this project via ESQUIRE, a thought provoking magazine I frequent. I do not intend this post to illicit political opinions or tirades but instead hope this gives you a better view of the world we live in today. Enjoy!!

Dan

Evey Hammond: Vi Veri Veniversum Vivus Vici. V: By the power of truth, I, while living, have conquered the universe.

by dtpollitt on Dec 31, 2006 3:33 PM CST reply actions

Economics 101

If illegals are willing to risk their homes (and sometimes their lives) for sub-minimum wage jobs, what would they do for wages that are bloated beyond what the market will bear? The minimum wage was never ment to be enough to support a whole family. It was ment to be a starting point where a person can asend from. Every time you buy your beverage of choice or go to the gas pump, you are paying for a minimum wage that is artificially high.
Second, companies will always look for the cheapest way to get things done. I have a lot of trouble with the Indian accents but sometimes I just have to deal with it, like it or not.

my machine she's a dud stuck in the mud somewhere in the swamps of...wheaton

by copes006 on Dec 31, 2006 4:29 PM CST up reply actions

These are related somehow?

If people worked for the minimum wage in this country at providing the customer service jobs described, then the jobs would be here not overseas. The problem isn't solved by raising the minimum wage, it's actually made worse when you do this because the comparative advantage of the people in India and China just increased...

On the 2nd point, trade makes countries wealthier, not poorer. Producing everything yourself and keeping all of your money within the country is a bad idea as we can't do everything better and or cheaper than everyone else--that's impossible.

On the third point, yes globalization is rising and that's because countries that used to close themselves off and prevent foreign investment have decided to open up and at least for now they honor investment and property rights. To say the least, this makes it difficult for industries here to compete if their cost structures do not change.

Regarding Africa and HIV, the biggest culprit is corruption within the governments of Africa. The people there are so destitute because of the corrupt political leaders who rape the people and keep it that way. It has little to do with the maps that are presented.

Finally, it was my understanding that United Airlines used to be run at one point by their employees? They made many bad decisions at a time when competition in the USA was growing from other carriers. United has been forced to dramatically cut operating costs as a result and one of their decisions is to outsource customer service. In my opinion, it's a bad move on their part as it may encourage more customers to choose another airline. I generally fly United when returning to Chicago because the carrier has been given way too many slots at O'Hare and thus has more flights to offer that are non-stop. I'd prefer SW, but they only go to Midway. I understand that JetBlue goes from Longbeach to Chicago in 2007, and it may be worth the drive to Longbeach as the service on JetBlue in my expereince has been outstanding.

Both organized employees and corporate officers make short-sighted decisions based on what's best for next year rather than next 10 years in our country. Everyone is paying for this.

by DudeVf11 on Dec 31, 2006 4:32 PM CST up reply actions

Right.......

on, Dude.

BANKS!

by copes006 on Dec 31, 2006 4:37 PM CST up reply actions

Congratulations

This is the single most ignorant thing I have ever read on this website. Perhaps anywhere on the internet.

I have neither the time nor the interest to educate you, as I fear your limited powers of reading comprehension are superceded by your devotion to conclusory statements based on no evidence whatsoever.

That said, if you would like to learn something about sub-Saharan Africa and the roots of the problems that continue to plague that part of the world, there are plenty of books, studies, and, as I'm sure you'd prefer, television shows that can explain not only the legacy of hundreds of years of colonialization and international exploitation, but also the direct relationship between economics, education and HIV rates.

Happy New Year.

by 275 on Dec 31, 2006 7:32 PM CST up reply actions

I understand it fine...

If you don't understand the role of corruption in government in Africa and it's direct cause of poverty and all the woes associated with said poverty you are clueless...you are wasting your time on "root causes" and other Oprah like slogans that are fashionable even in universities today...Poverty in Africa is not a complex problem, it's been studied to death.

by DudeVf11 on Dec 31, 2006 7:37 PM CST up reply actions

WTF??

Isn't this a site about the Cubs? Just checking?

by pmenadue on Jan 1, 2007 4:16 AM CST up reply actions

A big misunderstanding

on this whole situation is the conccept of outsourcing itself. Outsourcing is not solely the sending of jobs to other, cheaper countries, although that is what is has been labeled as in the US of A. Outsourcing is actually a company hiring someone from another company to do their jobs (dirty work). It is cheaper for the corporation, because they pay a bulk sum to the outsourced company, but don't have to pay for vacation, personal days, and health benefits. I myself am an outsourced employee, and I work in Detroit.

The problem is, frequently, the cheapest place to outsource is to countries such as India and the Philippines, where the employees don't have a decent grasp on the English language. THus, they have a script that they go by. In my experience, Al, it's not that they only wanted to follow their script, but that when we mention something that isn't included in their script, or in the order that it shows on the script, they often don't have the language comprehension to adapt from the afore-mentioned script. There, a little bit of comprehension/learning about outsourcing for the American folk.

Which, sadly, does nothing to help you get your luggage, Al. I hope it arrives shortly.

MCDONOUGH!

by secdelahc on Dec 31, 2006 4:27 PM CST reply actions

I was being too simplistic.

You're absolutely right -- they're not equipped to handle problems like this. Which is, of course, why outsourcing in customer service is a problem, because in such things, communication and understanding is the most important thing and if the people in India, or wherever, don't have that sort of comprehension, it breaks down, which is what happened.

Here is the explanation I got: the TSA apparently pulled my bag for one of their random searches. That's fine, obviously -- but what happened was, the printed baggage tag then fell off. Thus, when the TSA returned the bag, there was no way to figure out what flight it was supposed to go on.

Mary Jo at United was really helpful -- it is supposedly on a flight arriving at 8 pm tonight, after which they will deliver it. She also said since it was delayed more than 24 hours, I could be compensated for "reasonable" expenses. So I bought a shirt and some toiletries.

It's nice to know that SOME employees are still willing to go out of their way to help out customers.

by Al Yellon on Dec 31, 2006 4:38 PM CST up reply actions

Thats just

one of the things that make this the greatest country in the world.

KESSINGER!

by copes006 on Dec 31, 2006 5:02 PM CST up reply actions

Scripts

Its not only outsourced call centers that flounder with the scripts process. I've been trying to get cable hooked up for 3 weeks and I keep getting pat responses. I went into the office the other day hoping to get a better response instead I got "thats the first day I show available" repeated at me until I walked a way from the window. Very exhausting and frustrating especially here in the New Year with no football on TV!

NO MORE TRADING THE FUTURE ITS ALL WE GOT!!!!

by KyCubsFan on Jan 1, 2007 8:59 AM CST up reply actions

TRY DIRECTV

Seriously. I may be the only studio apt dweller in
Manhattan with my own Directv dish and I got it about 7 years ago just so I could get WGN and watch more Cub games
The ONE drawback is ironically that UNLIKE cable it is
NOT a local company and any service issue in my case
requires someone from Long Island or Jersey but they
actually COME OUT FASTER THAN LOCAL CABLE PEOPLE.
I have recently been trying to check into HDTV and I figured
I should check again with cable since it is less equipment,
local and a less complicated billing structure for HD. So
I e mailed Time/Warner figuring a request for pricing for
a NEW customer would get a reasonabley timely response
All I got in a week was two generic, thanks for inquiry we will
get back to you in the next four days. In the meantime Directv
was e mailing within HOURS regarding first a billing issue and
then called me re the HDTV and went over it at lengh.
If you have ANY ability to get a dish DO IT. Cable companies
have wretched customer service

I love the ballpark. I love the city. I love the fans. Aside from how we've played this year, there's nothing not to like about Chicago." Greg Maddux 7/29/06

by jessica on Jan 1, 2007 11:40 AM CST up reply actions

Al, I would love a report on

the new Stadium. I am a Fiesta Bowl "season ticket holder" and this year was able to purchase four seats to the BCS which were sold for a handsome profit on E-Bay ($900 per ticket, face value $275). Anyway, I do intend on getting there for a game soon and would love to know your impression. My seats are section 413, row 5. These are on the 45 yard line, upper level.

Happy New Year!

by SonnyJ9 on Dec 31, 2006 4:34 PM CST reply actions

Our seats...

... are directly behind one of the goalposts in the end zone, 100 level, about 25 rows up.

I will definitely post a report on the game and the experience, likely on Tuesday morning.

You did good on the tickets, and so did I -- I bought them on eBay also, for basically face value. There's a story here too. The tickets got lost (one of only 18 sets out of 70,000 that got lost). So they issued a voucher that's supposed to be good for the seats; the guy who I bought them from went with me to the Fiesta Bowl offices in Scottsdale to confirm this, and for the trouble I got a free parking pass (value $30), and a promise that after the game, within a month, they would print souvenir tickets for me.

by Al Yellon on Dec 31, 2006 4:41 PM CST up reply actions

What I meant to say was the seats tha I sold were

for the BCS championship game with OSU and Florida. My Fiesta Bowl tickets were sold for face value. Enjoy the game and the weather, although we sure can't complain here. Hooray for global warming.

by SonnyJ9 on Dec 31, 2006 4:50 PM CST up reply actions

I did figure that out...

... you made some good $ on those BCS tickets.

How did you manage to become a Fiesta Bowl "season ticket holder"?

by Al Yellon on Dec 31, 2006 5:13 PM CST up reply actions

When I lived in AZ for a I bought

the "rights" from someone who held them and had them transferred to my name. As luck would have it, the first game that I owned was Notre Dame and West Virginia in '89 I believe. Now each year I just have to pay the costs of the tickets each year. Needless to say, having the Fiesta Bowl be part of the BCS bowls was a real bonanza.

by SonnyJ9 on Dec 31, 2006 10:24 PM CST up reply actions

The language barrier...

is inexcusable. I work for the 3rd largest IT outsourcing company in the United States. I spent three weeks in India earlier this year training entry level staff. The company I work for has a vigorous language development program. That is, all communication with India personal is monitored. India employees are evalauted monthly on their speaking skills. How well they communicate reflects heavily on their compensation.

Most of the younger employees I met speak English very well, its some of the older employees (30 years plus...which I know is not old..but bare with me) that end up not being employed very long.

United obviously needs to improve their quality in this department, or perhaps outsource to a better firm in India.

May I mention that another reason why outsourcing exists is because many of the pension programs developed in the 70s and 80s are simply too expensive for some companies. I hate outsourcing, but I understand fully why it exists. Why pay someone a wage for from the time they are 60 to potentially 90 years of age?

by Neifi Puppy on Dec 31, 2006 7:02 PM CST reply actions

If anybody

answering the phone in India looks like this

have her call me, please.

by Smooth Jazz Man San Diego on Dec 31, 2006 9:41 PM CST reply actions

LOL

... that bio says that though she was born in India, she grew up in Vancouver.

by Al Yellon on Dec 31, 2006 10:29 PM CST up reply actions

Wasting Number Ones

hopefully this works, check this out!
http://www.waswatching.com/

Go to Dec 30th under Wasting Number Ones.

by SlamDog @ Bleed Cubbie Blue on Jan 1, 2007 9:04 AM CST reply actions

You just don't fly enough

If you flew at least 50,000 miles a year or 60 flights, when you put in your Mileage Plus number on the phone you'd get routed to a telephone agent in the USA. The Indian call center has a terrible reputation among frequent travellers on United (the web site support is also there, which is how I have to deal with them), and if faced with an unintelligable most of us just feign cell-phone static and hang up, and call again hoping to get somebody more coherent.

Regarding your luggage, be politely but firmly persistent even after the trip is over. Save your receipts if you had to buy clothes, you'll probably be able to get reimbursed for a nice golf shirt and pair of chinos for your trouble if you keep on pressing for a supervisor. And make friends with the guys at Phoenix baggage claim.

by Invalid User on Jan 1, 2007 12:24 PM CST reply actions

I did all of that, actually....

... there was a very nice person at Phoenix baggage who helped out. Had I not gone back there and talked to her, I would not have my bag now.

She also told me I could get reimbursed for "reasonable" expenses. I got a form to fill out; I bought a shirt and some toiletries.

Thanks. I'm also writing a letter to the CEO, not that he'll ever see it, but maybe someone in some position of authority will.

by Al Yellon on Jan 1, 2007 2:31 PM CST up reply actions

new stadium

the new stadium sucks

by plumbob on Jan 1, 2007 3:28 PM CST reply actions

Thanks for the insight.

n/t

by SonnyJ9 on Jan 2, 2007 6:23 AM CST up reply actions

They are ALL bad!

Like some of you, I've been flying for biz and pleasure for over 35 years.

Since 9/11, and the rise of fuel costs, it frankly is just a real drag to travel by air. It was enjoyable up until the late 1990's, but that time has passed.

In lengthly conversations with flight attendants, they are doing the jobs of three people now. You can be sure that other than upper management, all the other "service" people are overworked as well and staffs have been dramatically cut as cost-saving measures.The f'd up outsourcing for call-centers as well is just another casualty.

Flights are cut, restrictions are more intense, flights are more frequently overbooked, incentives on the part of the employees are slashed - it is just a shitty time to be employed in the airline industry unless you are a bankruptacy attorney or a lending officer at a bank supplying capital.

What I have noticed over the last ten years, is out of O'Hare, ALL of the airlines will screw up, tarnishing your opinion and effecting your "brand loyalty" with the companies you fly.

Whenever possible, I NEVER check baggage anymore, Al. I pack lightly and use Fed Ex or UPS if I have to. Against my own "rule", on my just-completed trip to Florida, I checked bags w/the kids and me. So, upon my return, we waited 40 minutes for the bags to get unloaded and on to the conveyers! Ugh!

But - at least they made it. I'm glad you got yours. Again - I have had problems with just about every airline I have flown with perhaps the exception of Continental. But I'm sure I'm just lucky there...

Happy New Year!

Cardinals make me see Red!

by TheEman on Jan 1, 2007 3:59 PM CST reply actions

All I have to say is

GO BOISE STATE!

(parents in-law are BSU professors)

A little song, a little dance. A little seltzer down your pants

by Josh Timmers on Jan 1, 2007 4:37 PM CST reply actions

Go WAC

(Live in Fresno). Normally I hate Boise, but I can't not root for them in this game. Plus, they're bringing in a great sum of money to the Bulldog program.

"Facts are meaningless. You could use facts to prove anything that's even remotely true!" -Homer J. Simpson

by Whitebacon on Jan 2, 2007 12:47 AM CST up reply actions

That was

the best game of the day. What an ending!!

COTTS!!!

by sue369 on Jan 2, 2007 7:23 AM CST up reply actions

Missed it

I went to bed too early...I just watched the highlights, and the ending was amazing. If you haven't seen the highlights (hook and ladder plays, a Statue of Liberty play), it was one of the most amazing games in college football.

Al, it looks like you may have gotten the best Bowl game of the year.

PAGAN!

by Jesse Guam on Jan 2, 2007 9:54 AM CST up reply actions