[LINK] Mumbai Jumbo
Tue, 18 Feb 2003 01:42:41 +1100 (EST)
Russell, I suggest that you refer this to OFPC, but under their terms you
will have to take it up with Amex first.
On Mon, 17 Feb 2003, Russell Ashdown wrote:
> I had reason to telephone Amex today. I called the 1800 number,
> and after navigating the auto-attendant, I ended up in an area I had
> not meant to go to. My call was answered by a chap with an accent
> I identified as Indian (Southern Asian, not North American). I
> thought nothing of it, and asked to be put through to the area I had
> meant to get to.
> The call was answered by a female with an accent very similar to
> the first individual. She was not able to help with my enquiry, and
> put me on hold while she summoned her supervisor. Lo, and
> behold, the supervisor also spoke with the same accent. My
> curiosity was aroused. I asked her where she was, and she replied
> "In Sydney." I said: "Where in Sydney?" and she said "Level 16,
> 388 George Street, 2000, Sydney." "Hmmm..." I thought, "2000,
> Sydney, eh?" I had a sneaking suspicion there was "something
> crook in Tallarook!"
> I asked her what the weather was like in Sydney, and she replied it
> was fine. That wasn't going to flush her out... "It must be terrible to
> be stuck in an office all day, It's beautiful here in Brisbane, I just
> went for a short drive in the Dandenong Ranges and came back
> along the Swan River. It was very relaxing." "Yes," she replied. "I
> have been meaning to go to Brisbane." Snap!
> "Now, just where exactly are you specifically?" I said. "Our main call
> centre is in Sydney." she said. "That may be so I replied, but just
> where, exactly are you right now?" "I'm in the call centre." she said.
> I told her I didn't believe that she was in Sydney, much less even in
> Australia. I told her I thought she was in India. She denied it.
> Well, as it turned out, I didn't have all the paperwork I needed to
> complete the transaction, so she gave me her name and extension
> number to call her back. This I did about ten minutes later.
> This time, someone else answered and I opened with: "Hello, I'm
> calling from Australia to speak with ......... Can you put me through
> please? Oh, by the way, how's the weather where you are in
> India?" "Oh, it's a lovely day and about 30 degrees. How is the
> weather where you are in Australia?"
> Well, I was put through to the person I wanted to speak to and
> provided the information. I then asked her why she had lied about
> her location. She protested she was in Sydney, but I told her that
> "the jig was up". "I know you are in Mumbai," I said "Why did you lie
> about it?"
> She explained that it was company policy to not disclose the
> whereabouts of the call centre, and when I pressed her as to who
> framed this policy, she said it was from Sydney, and she named an
> individual who she said is based in Sydney and who conducted
> training courses in Mumbai.
> Now, I am not naive, I understand this sort of jiggery pokery goes
> on, but I was shocked at the blatant fashion of the denial.
> What I would like to ask Linkers is this: Is it acceptable to have the
> private credit card accounts of Australian residents available online
> in a foreign country to be scrutinised by nationals of that country and
> outside of the laws of this country?
> Further, what of the ethics of companies such as Amex if they are
> instructing their foreign employees to lie to their Australian
> customers about their whereabouts?
> And finally, what protections that would normally be available to
> Australian citizens with regard to privacy, credit and other legal
> considerations would be circumvented where the database is wholly
> or partially located offshore?
> Russell Ashdown
> (Now tell me that this post is off topic!)
> Link mailing list
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