I am sure that there must be more than a handful of readers out there who have experienced the frustration of being forced to rely on Customer Service/Tech Support representatives who are physically located many thousands of miles away from the source of the problem that has forced you to attempt to communicate with them.
And I use the word “communicate” advisedly.
My personal encounters began with the purchase of a new computer to replace the six-year old (ancient, I have been informed by many in the industry) model that seemed increasingly unable to handle the demands for increased RAM to power the newest “apps”. Not a bad con game, this: continuously invent new and exciting programs that require ever-growing amounts of operational capacity, which in turn guarantees that your new computer will be obsolete in a disturbingly brief passage of time … requiring an update of equipment …. and on and on, ad infinitum.
Anyway, I was somewhat entranced by the capabilities of the new system that I purchased, particularly the ability to hold face-to-face conversations, through an ingenious system labeled “Skype”, with my oldest son, who is currently teaching conversational English to South Korean high school boys. But the bloom soon faded from the rose when almost immediately my new computer exhibited a maddening tendency to randomly freeze up and stubbornly resist any attempts to reboot.
And so my relationship with the computer company’s Technical Support/Customer Service gnomes began. Many hours built up attempting to converse with these entities, who I discovered resided in some warren in India, and who would invariably begin our conversations with a litany of questions that were always the same and had been exhaustively discussed during previous calls. Communication clarity would vary, since some of these folks were reasonably conversant in English while others spoke with an accent that was difficult to understand.
I soon grew to despair over the iron-clad protocol that directed these conversations. These folks are carefully programmed to apply a limited number of solutions to an infinite array of problems and I soon grew weary of having my computer taken over by these faraway trolls who would, after many minutes, happily pronounce my problem solved. The problem, of course, would return in days or a week or so later and it would be back to the drawing board with another “technician” who would stoically recite the same questions and follow the same procedures with the same results.
My increasing irritation was eventually rewarded with arrangements being made to swap out the machine’s hard drive. A U.S. technician appeared on my doorstep and announced that his only function was to make the equipment switch and therefore could not do any testing to determine if indeed a faulty hard drive was the source of the problem.
The problem almost immediately again reared its ugly head, prompting more lengthy telephone “conversations”. I finally grew irate enough to demand that the obviously faulty system be replaced and that opened a true Pandora’s Box of frustration and misery. Technical Support referred me to Customer Service through a series of “holds” that eventually linked me back to Technical Support who informed me that they could not replace the entire unit and referred me to Customer Resolution, etc., etc.
During one heated (on my part) exchange, I demanded to be connected to an American representative, but was informed that such would be impossible. After explaining that my next approach would be a truly nasty email to the company CEO that would include my unfavorable evaluation of Customer Service/Tech Support, I was informed that an attempt to make such a connection would be implemented, but the requested result could not be guaranteed. I’m sure that the poor rep on the other end of the line had a story to take home to their significant other about the “customer from hell”.
I did indeed send off a nasty email that included detailed threats of forthcoming defamation. I’m not sure which action was the effective one, but a few days later I spoke with a very pleasant gentleman here in America who assured me that a replacement computer would be on the way. His word was good: I have the new unit beside me as I write this – yet to be installed - but the attempt will be made as soon as my blood pressure returns to a more comfortable level.
The point being, of course, that all of this aggravation could have been easily prevented through quick corrective action. I have since learned through some contacts in the computer service/repair industry that such occurences are not uncommon and that the computer manufactures do little or no field testing on new products, but instead rely on the consumers to do this for them. They have found it to be less expensive to replace “lemons” than to take the time and effort to prevent them. Customer satisfaction has been relegated to a seat much further to the rear of the auditorium.
I apologize for taking so long to reach my subject of the title of this rant. My suggestion to our government is this: If you are truly committed to finding jobs for Americans (are you listening, Mr. President?) then simply make it a requirement that any American company providing goods or services within the United States must staff its Technical Services and/or Customer Support divisions with American citizens in an American location. End of discussion.
The result? Many jobs for Americans and an astounding reduction in the blood pressure levels of the American consumer.
And don’t route me through a maze of bureaucratic stations who will each assure me that it cannot be done. Enough pissed off people can make it happen.

Considering Shame
January 31, 2012Daniel Foster, in an essay that can be found in the January 23, 2012 issue of National Review, references a film titled Cinderella Man, one of Russell Crowe’s better efforts, that recounts the Depression-era struggles of boxer James J. (“Gentleman Jim”) Braddock prior to his emergence as champion of the world.
Mr. Braddock was then employed as a dockworker and was unable to depend upon steady work to support his young family. In the movie, he is reduced to soliciting meager handouts from boxing acquaintances and even applying to New Jersey’s Emergency Relief Administration, where the woman behind the counter regards him with a mixture of pity and disappointment and says, “I never thought I’d see you here, Jimmy” as she counts out $19. Braddock mumbles apologies to friends and agencies alike, but the burning shame that motivates him to rise to the pinnacle of the fight game also drives him to return every cent of charity that he ever took.
It was an excellent movie and a great inspirational story that underlined the great gift that one has (or perhaps used to have) of being an American and therefore able to rise above poverty and destitution through hard work and commitment.
Mr. Foster then cites the recently failed House Payroll-tax plan, which in his opinion tried to introduce “some small measure of shame long missing from our thinking about entitlements”. Foster supplies some “shameful anecdotes”, such as the Seattle couple in the 1.2 million house who have nevertheless collected over $100,00 in welfare checks. A bit more colorful, perhaps, than the creeping escalation that presently has endowed the unemployed with 99 weeks of benefits supplied by the taxpayers.
I’m sure that some of you who read this will have faced periods of unemployment in your adult lives, but I doubt if many (if any) have been reimbursed for nearly 2 years of joblessness. Personally, I have collected unemployment for only a couple of brief periods over nearly fifty years of being in the work force. It has been my experience that there is always work to be had, even if the available positions do not always fit our list of preferences. Author Robert Heinlein was in his novels always a strong advocate of finding work as a dishwasher when times were truly tough.
But to consider shame only in the sphere of unemployment is overlooking its vital contributions to what Foster refers to as “the success of the American project”. Being “on the dole” is no longer a cause for shame; indeed, our entitlement society even goes so far as to regard dependency, in not a few scenarios, as a laudable way of “getting over on the man”.
William F. Buckley, Jr. once announced that not everything that is legal is reputable. An example in point, perhaps, is our utterly shameless political class and that is unfortunately highlighted by the current and ongoing deplorable behavior by all sides in this, an election year. Not to mention the trashing of the Constitution and utter disregard of the rule of law in many instances by successive administrations to particularly include the egomaniacal Marxist inhabiting the White House and his so-called Attorney General at the Department of Injustice. Political fear-mongering, a President who appears to feel that enticing people to ever-higher consumption rather than providing the leadership that will encourage them get back to work, and “movements” whose main accomplishments seem limited to disruption of general commerce and demanding that others shoulder the responsibility for their fiscal imprudence - all generate an unprecedented shamelessness.
A significant segment of our society seems to have embraced a mantle of victimhood that supposedly frees them from the previous cultural disfavor that kept in check such undesirable personal habits such as alcoholism, drug addiction, sexual promiscuity, unwed motherhood, public obscenity and vulgarity, petty (and not-so-petty) crime, greed, avarice, and other types of behavior that once would have generated general public condemnation. The increase in these unsavory activities has contributed greatly to the fraying of the moral fabric of American society … and this decline is not an accident.
The bitter fruit of an engineered dependency characterized by childish self-absorption and immature behavior is slow to ripen, but its toxicity is none less virulent to a well-ordered and productive society.
America’s diminished sense of shame bodes ill for our future.
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