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US Looking To Bring Call Center Back To The U.S.  
User currently offlineSonOfACaptain From United States of America, joined May 2004, 1747 posts, RR: 6
Posted (8 years 7 months 3 weeks 3 days 11 hours ago) and read 6558 times:

http://www.wcnc.com/news/local/stori...-120705-al-usairways.4a4ffe74.html

It's about time.

-SOAC


Non Illegitimi Carborundum
69 replies: All unread, showing first 25:
 
User currently offlineA330323X From United States of America, joined Oct 2003, 3039 posts, RR: 44
Reply 1, posted (8 years 7 months 3 weeks 3 days 11 hours ago) and read 6529 times:

The article is factually wrong in some places, and they took Parker's comments out of context, he said that it was one of the things they were considering. I'd love for it to happen, but I'll believe it when I see it.


I'm the expert on here on two things, neither of which I care about much anymore.
User currently offlineFjnovak1 From United States of America, joined Apr 2000, 607 posts, RR: 2
Reply 2, posted (8 years 7 months 3 weeks 3 days 11 hours ago) and read 6506 times:

Good to hear they're starting to realize peoples frustration. Now, memo to Delta: the fewer times I need to speak to "Bob in Atlanta," (who is really Bozrish Gupta in Mumbai,) I seriously might go nuts. More than once, I have called only to find them totally inept and unable to help me with what I need. Then when you say to them "thanks for nothing," they respond "you're very welcome Mister and than you for calling us at Delta Air Lines goodnight!"

LOL



Go Blue!!
User currently offlineSonOfACaptain From United States of America, joined May 2004, 1747 posts, RR: 6
Reply 3, posted (8 years 7 months 3 weeks 3 days 11 hours ago) and read 6477 times:

Yea, this article is overly-confident. However, Parker said there are two options concerning calls. A.) Further train the agents. B.) Bring the center back to the mainland. He said he was leaning towards option B. But in your words....

Quoting A330323X (Reply 1):
I'll believe it when I see it.

-SOAC



Non Illegitimi Carborundum
User currently offlineSocalfive From , joined Dec 1969, posts, RR:
Reply 4, posted (8 years 7 months 3 weeks 3 days 11 hours ago) and read 6459 times:

Yeah, MICROSOFT now needs to get this clue, I had four phone calls to them the other day only to get on the fourth call that their systems went down and I would have to call back another Friggin day. The front line that can't speak and understand perfect english IS ruining customer relations for a LOT of companies these days. US and DL are both using them? Doesn't surprise me, some idiot bean counter making idiot decisions to their own detriment.

User currently offlineThepilot730 From United States of America, joined Nov 2005, 78 posts, RR: 0
Reply 5, posted (8 years 7 months 3 weeks 3 days 9 hours ago) and read 6392 times:

Many American companies need to get this.... stop sending your customer service centers overseas!!!! I refuse now to deal with a company that has there customer service centers overseas, i.e. circuit city, delta, dell, usairways, etc.

These companies believe they are saving money when in reality they are pissing off there customers because Bob in Mumbai can't help me because he can't understand ME!


User currently offlineXkorpyoh From United States of America, joined Oct 2004, 819 posts, RR: 0
Reply 6, posted (8 years 7 months 3 weeks 3 days 3 hours ago) and read 6297 times:

Quoting Fjnovak1 (Reply 2):
memo to Delta: the fewer times I need to speak to "Bob in Atlanta," (who is really Bozrish Gupta in Mumbai,)

the secret with the delta is that if you are a medalliaon elite, you get an agent in the US (who is always nice, knowledgable and efficient). IF you dont have elite status, you get somebody in India that responds appropiatly but doesnt always know what needs to do and therefore leaves you hanging for the right help.


User currently offlineUN_B732 From United States of America, joined Jul 2001, 4289 posts, RR: 4
Reply 7, posted (8 years 7 months 3 weeks 3 days 1 hour ago) and read 6174 times:

Some United 1Ks are now being routed to India, so I appreciate Delta's decision. They understand that elites are more competent and will make more specific, advanced requests, while non-tier members perhaps (some, not all) will just want to do stuff that is fairly simple.
-Mr. X



What now?
User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 8, posted (8 years 7 months 3 weeks 3 days 1 hour ago) and read 6155 times:

Last airline I called -- and I thought they were one of the few where all agents were US based -- I got someone with a thick Indian accent claiming to be "Bob" and...

- Audio level was so quiet I could barely understand him
- There was a noticable echo
- He didn't seem to be understanding what my problem was (I was trying to check in for my flight and I was being told that I had a paper ticket or no ticket had been issued)
- He inserted "aha" after every few words (as in "I see, aha, that you, aha, would like a seat in the, aha, exit row, aha" and "your country's, aha, federal aviation administration, aha, requires that you, aha, be able to read speak, and aha, understand, aha English..."
- At the end of the call he told me to "have a nice holiday in your country"

Really, in the end, I think he helped resolve the question I was calling about, and he did get me a primo exit row window seat (row 14 on a 737-800 instead of the limited recline row 12) -- the only anoying thing was the "aha" -- I wasn't sure if he was asking a question or what.

I'm guessing (hoping) that this was because I was calling on the bussiest travel day of the year and my airline was rolling calls to India to cut down hold times (in fact, both times I wound up calling, I was connected -immediately- after making my choice from the menu without even the slightest hint of hold music.



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineA330323X From United States of America, joined Oct 2003, 3039 posts, RR: 44
Reply 9, posted (8 years 7 months 3 weeks 3 days ago) and read 6120 times:

Quoting Xkorpyoh (Reply 6):
the secret with the delta is that if you are a medalliaon elite, you get an agent in the US (who is always nice, knowledgable and efficient). IF you dont have elite status, you get somebody in India that responds appropiatly but doesnt always know what needs to do and therefore leaves you hanging for the right help.

US does the same thing.



I'm the expert on here on two things, neither of which I care about much anymore.
User currently offlineUSAFHummer From United States of America, joined May 2000, 10685 posts, RR: 53
Reply 10, posted (8 years 7 months 3 weeks 2 days 23 hours ago) and read 6043 times:

I spoke to that call center recently, it was a terrible experience...scratchy connection, agents barely spoke English and had no concept of how things worked...

Me: "Hi, I'd like a *A award ticket from Newark to London on these dates..."

Them: "All I have is British Airways, and that will be 814 dollars, please"

I kind of lost hope after that...

Greg



Chief A.net college football stadium self-pic guru
User currently offlineFlyGuyClt From United States of America, joined Aug 2005, 537 posts, RR: 8
Reply 11, posted (8 years 7 months 3 weeks 2 days 23 hours ago) and read 6022 times:

Northwest Airlines has not as of today at least out sourced any of it's call centers.

Well, if you get Minnesota, you may have to say, Yeah, sure, you betcha ! (just a joke)

Safe Flying  Smile



Florida Express, Braniff II and ......
User currently offlineMasseyBrown From United States of America, joined Dec 2002, 5366 posts, RR: 7
Reply 12, posted (8 years 7 months 3 weeks 2 days 22 hours ago) and read 5987 times:

Based on the person's accent, I believe I talked to an Indian call center last week. The company wasn't an airline; it was a software outfit, IIRC.

I fully expected the call to be annoying and unproductive, but it wasn't. The person was well-trained, fully informed about her product, helpful, and completely solved my problem. I asked to talk to her supervisor, so I could say what a good job she did.

To be fair, they're not ALL bad.



I love long German words like 'Freundschaftsbezeigungen'.
User currently offlineGr8Circle From Canada, joined Dec 2005, 3097 posts, RR: 4
Reply 13, posted (8 years 7 months 3 weeks 2 days 22 hours ago) and read 5970 times:

Quoting Lincoln (Reply 8):
Last airline I called -- and I thought they were one of the few where all agents were US based -- I got someone with a thick Indian accent claiming to be "Bob" and...

Oh my, my....you really believe that you can recognise an accent as "Indian"??

What you guys need to understand and accept is that American companies outsource their services such as Customer Support, etc. to India and other low cost countries because THEY (and ultimately the customers) stand to gain from such a move.....they definitely do take into account, the fact that some people are going to be pissed off, hearing a foreign sounding accent...but the overall picture is what counts more.....

Please get it into your heads that in the outsourcing of services and manufacturing to countries like India and China, the biggest and primary beneficiary is the American company and their customers......


User currently offlineLuv2fly From United States of America, joined May 2003, 12090 posts, RR: 49
Reply 14, posted (8 years 7 months 3 weeks 2 days 22 hours ago) and read 5938 times:

Quoting Gr8Circle (Reply 13):
What you guys need to understand and accept is that American companies outsource their services such as Customer Support, etc. to India and other low cost countries because THEY (and ultimately the customers) stand to gain from such a move.....

REALLY! Try dealing with SBC and then tell me what is anything good came of it.



You can cut the irony with a knife
User currently offlineDesh From United States of America, joined Aug 2005, 232 posts, RR: 0
Reply 15, posted (8 years 7 months 3 weeks 2 days 22 hours ago) and read 5914 times:

Quoting Xkorpyoh (Reply 6):
US (who is always nice, knowledgable and efficient).

Lucky you - I guess you always get the nice ones .....

Also, people need to realize that the people in Indian call centers do not want to be "Bob" of "Dan" - many a times it is the the company that contracts these call centers that asks for such "guise" to make their american customers feel more comfortable. I wonder why ?  Wink - I think its about time that these companies realize that this is not helping their image at all.

BTW - have you ever considered that just like some Americans have trouble understanding the Indian accent these call center people may also have some trouble understanding the American accent - and yes before someone busts my b*lls for making that statement I realize that YOU are the paying customer and hence are the KING or QUEEN.

But given the fact that some companies are still contracting call centers tells me that maybe they care more for their stockholders than they do for their customers .............



"History is merely a list of surprises. It can only prepare us to be surprised yet again." - Kurt Vonnegut
User currently offlineCubsrule From United States of America, joined May 2004, 22726 posts, RR: 20
Reply 16, posted (8 years 7 months 3 weeks 2 days 21 hours ago) and read 5864 times:

Quoting MasseyBrown (Reply 12):
I fully expected the call to be annoying and unproductive, but it wasn't. The person was well-trained, fully informed about her product, helpful, and completely solved my problem. I asked to talk to her supervisor, so I could say what a good job she did.

Dell's outsourced people (I think in India) are generally very competent, as are some others. DL, however, is consistently one of the worst. Thankfully, I've not had to call US since they outsourced...they lost a couple of bags a few years ago, but they speak good English up in Pittsburgh.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineTheGreatChecko From United States of America, joined Mar 2004, 1128 posts, RR: 2
Reply 17, posted (8 years 7 months 3 weeks 2 days 21 hours ago) and read 5841 times:

Quoting Cubsrule (Reply 16):
good English up in Pittsburgh

In the NE....I don't know about that!

 Silly

GreatChecko



"A pilot's plane she is. She will love you if you deserve it, and try to kill you if you don't...She is the Mighty Q400"
User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 18, posted (8 years 7 months 3 weeks 2 days 21 hours ago) and read 5798 times:

Quoting Gr8Circle (Reply 13):
Oh my, my....you really believe that you can recognise an accent as "Indian"??

I may have mistyped -- I know (or, rather, used to know beofore moving to Ohio) several people who had immigrated from India and recognized the accent of the gentleman I spoke with on the phone as being similar to that of the Indians that I knew. You are correct that I do not know what other countries have similar accents so he may not have been Indian.

Quoting Desh (Reply 15):
BTW - have you ever considered that just like some Americans have trouble understanding the Indian accent these call center people may also have some trouble understanding the American accent - and yes before someone busts my b*lls for making that statement I realize that YOU are the paying customer and hence are the KING or QUEEN.

I can imgaine the difficulty that anyone (Indian, American, ...) has in a call center understanding all of the different people that call. None of my complaints are targeted at the individuals working in the call centers-- for the most part they are hard-working individuals just doing what their bosses tell them to-- I can only imagine what I sound like to those on the other end of the line, and I would never volunteer to sit in a cubicle and answer calls from [New Yorkers] [the English] [anyone else with thick accents that I'm not accustomed to]

Lincoln



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineDesh From United States of America, joined Aug 2005, 232 posts, RR: 0
Reply 19, posted (8 years 7 months 3 weeks 2 days 19 hours ago) and read 5717 times:

Quoting Lincoln (Reply 18):
None of my complaints are targeted at the individuals working in the call centers

I understand - I did had not targeted that comment to anyone specfic - thanks for a rational reply.



"History is merely a list of surprises. It can only prepare us to be surprised yet again." - Kurt Vonnegut
User currently offlineGr8Circle From Canada, joined Dec 2005, 3097 posts, RR: 4
Reply 20, posted (8 years 7 months 3 weeks 2 days 17 hours ago) and read 5620 times:

Well, thanks to all of you for not turning this into a nasty exchange....

I feel that the core issue is that Americans feel that their jobs are being taken away by Indians.....fact is, American companies are the ones who are consciously sending those jobs over (or outsourcing them) because they believe that the jobs can be done at the same quality levels (sometimes, even better) and at a lower cost in countries like India....the list of companies with outsourced facilities in India is amazing....GE, Intel, Microsoft, Bank of America, Citibank, JP Morgan, to just name a few....sooooooo many others.....they all obviously have a reason for doing this....

It is highly recognised worldwide, that the higher end, developmental and research oriented work will predominantly continue to remain in countries like the US, whereas manufacturing and outsourceable services will go to countries like India and China....while a few may suffer in the short term, in the long run it's a win-win situation....so do stop looking at short term things like 'Bob from Mumbai...' etc. and try to focus on the larger picture....consider for a moment, that the reason why American carriers can continue to give you competitive fares in these challenging times could be partly due to the economies they achieve thru' such outsourcing of services....


User currently offlineCody From United States of America, joined May 1999, 1932 posts, RR: 9
Reply 21, posted (8 years 7 months 3 weeks 2 days 17 hours ago) and read 5608 times:

I once called the US AIRWAYS "800 number" to check on the price of a companion pass from DCA-MCO. The reservations agent was in India and told me the cost would be $4,000.00.

User currently offlineN276AASTT From US Virgin Islands, joined Jan 2004, 620 posts, RR: 0
Reply 22, posted (8 years 7 months 3 weeks 2 days 16 hours ago) and read 5547 times:

Quoting Gr8Circle (Reply 13):
What you guys need to understand and accept is that American companies outsource their services such as Customer Support, etc. to India and other low cost countries because THEY (and ultimately the customers) stand to gain from such a move.....they definitely do take into account, the fact that some people are going to be pissed off, hearing a foreign sounding accent...but the overall picture is what counts more.....

Please get it into your heads that in the outsourcing of services and manufacturing to countries like India and China, the biggest and primary beneficiary is the American company and their customers......

A big fat ...NEGATIVE... on that one!

Tell that to John Q. Smith who was employed with a company for 10-15 years and was let go because the company now wants to ship his job overseas and pay someone less than half of what they were paying Mr. Smith.

Lots of companies are doing it now, it's all the rage! But it comes at a sacrifice of American jobs. More and more people are fighting for less and less "medial" jobs because of this. It is truely hard for people to start all over again when they have invested that amount of time and effort into a company. Sure the companies are saving money by doing this, but more often than not, they are not passing the savings onto the consumer or the remaining employees.

I say bring the jobs back!



Dejale Caer tu el Peso! YOMO
User currently offlineGr8Circle From Canada, joined Dec 2005, 3097 posts, RR: 4
Reply 23, posted (8 years 7 months 3 weeks 2 days ago) and read 5389 times:

Quoting N276AASTT (Reply 22):
A big fat ...NEGATIVE... on that one!

Tell that to John Q. Smith who was employed with a company for 10-15 years and was let go because the company now wants to ship his job overseas and pay someone less than half of what they were paying Mr. Smith.

Lots of companies are doing it now, it's all the rage! But it comes at a sacrifice of American jobs. More and more people are fighting for less and less "medial" jobs because of this. It is truely hard for people to start all over again when they have invested that amount of time and effort into a company. Sure the companies are saving money by doing this, but more often than not, they are not passing the savings onto the consumer or the remaining employees.

I say bring the jobs back!

Understand your feelings....but my friend, you are thinking just the way I am warning against....companies do not exist for creating jobs for people....their primary ojective is to provide returns on capital investments.....and to shareholders of course....by generating savings thru' outsourcing, they are providing better returns to the shareholders and this money goes back into the US economy.....

I fully empathise with those who lose their jobs in the short term...but that is an unfortunate fallout of the process....how is it different from when GM decides to close 8 plants in N.America and hand out pink slips to thousands???
They do that because it makes business sense for them, right?

Bring back the jobs and then what...explain to their shareholders why they reversed a profitable decision and reduced the potential gains....???

And at the end of the day, remember that it's still the US who started the Internet and by and large, still run it today......the whole outsourcing game is possible due to the massive strides in the Internet and telecom....courtesy the USA...and the US companies still get the lion's share of the business when numerous Indian call centres and IT companies purchase expensive computers and telecom equipment and the associated software and services, to run their centres....

That's the bigger picture I'm talking about....

[Edited 2005-12-09 17:10:44]

User currently offlineJaysit From , joined Dec 1969, posts, RR:
Reply 24, posted (8 years 7 months 3 weeks 2 days ago) and read 5380 times:

Learn to understand other accents.

Some day, your new boss may (or probably already does) have a thick foreign accent.

As for those call center jobs shipped overseas, yes, I've experienced some inept fools, but I've experienced inept born-in-the-US fools too. Frankly, its no worse than it was before.

One of the reasons I stopped buying Apple products several years ago, was that their American customer support consisted of arrogant liberal arts majors with degrees from Pomona College who barely understood how a computer worked.


25 Desh : Customers are now on the second rung - the first and foremost to ANY big company are its shareholders ...... thats where the CEO focuses because that
26 Gr8Circle : But the point is, who says that the service provided by Indian call centres is bad....all the comments contributed above are based on a few odd exper
27 Dartland : I'm a consultant and have worked for companies on their call center and customer service strategy -- I've been the one listening to monitored calls, e
28 Post contains images LTBEWR : We all want those $99 transcon tickets or those $500 laptops. One of the only ways that companies can continue to offer those prices is by reducing co
29 Goingboeing : I work with a gal who was born and raised in India. She's quite attractive, and looking at her, she "looks" Indian. Yet she has the most beautiful Br
30 Jaysit : Contrary to what a lot of Americans believe, not every Indian speaks like Apu on the Simpsons (actually no one in India speaks like Apu on the Simpso
31 Post contains images A330323X : That's pretty impressive, seeing as how the outsourced US call centers are in MNL, SAL, and MEX, none of which were in India the last time I checked.
32 Jaysit : LOL ! I guess it just goes to show the mass mob mentality of the usual suspects.
33 Egghead : Hopefully these companies will soon recognize that exporting call centers alone won't make them profitable. Southwest and JetBlue are good examples o
34 Fumanchewd : Cheap labor means more profit for the companies involved. Very little of this profit ever goes to keeping the cost of the product down. It typically g
35 Gr8Circle : Well, no one said that outsourcing "alone" will do the trick...it's obviously one of many different cost cutting steps to be taken.... These directio
36 Fumanchewd : I didn't call Indian workers dishonest, it is obviously the policies implemented by the executives.
37 JETSTAR : I recently went through a nightmare experience with the SBC call center in India when I had problems with my SBC Yahoo internet e-mail service. After
38 Lincoln : You could have just stopped at "SBC call center"... SBC's general incompetence (and every time I've called I've never thought I was speaking with any
39 Dougloid : Ole and Lena are not amused there, sonny.
40 Dougloid : My old man always used to say that if you want to buy oats it costs a certain price. But if you want oats that have already been through the horse it
41 F27XXX : There is some good truth to this. There are many 'American' accents - plural. We have some very pronounced regional accents here in this country that
42 Bennett123 : Cody I take it that $4k WAS incorrect.
43 Goingboeing : All I really know is that she is stunningly beautiful.
44 717-200 : AirTran also uses only US based call centers, all of them in Georgia. One just south of ATL in College Park, one in Savannah, and the other in Carrol
45 Db373 : I'm not sure what people are expecting, really. I sit here and read arm-chair CEO's saying that companies need to cut costs, and then I read posts li
46 Jmc1975 : To drop the contracts of outsourced call centers would be a win-win for US. Not only would it cut the costs of paying an incompetent contractor, but i
47 WDBRR : When I call Continental, the agent sometimes answers with "Continental Airlines Houston, this is Bob or ......, how may I help you?" I've wondered if
48 Seattle ops : I called US Res to get listed for a flight, and it took Vijay 20 minutes and 3 holds for him to figure it out. Of course after telling me how much it
49 Post contains images Aircellist : I believe in Desh's view; the customer is just the kind of pain a big corporation has to endure to be able to send megabucks to its shareholders. Pic
50 Aircellist : Another word on that subject. Air Canada also has moved their baggage complaint department over to India, in a facility belonging to General Electric
51 PHXinterrupted : These aren't great paying jobs to begin with, so I really couldn't care who's doing the job, as long as I can understand them and they can meet my ne
52 ATCT : No offense to anyone from india, but I DONT want to speak to someone in another country when im calling a US airline. If I have a problem with a compa
53 Dougloid : The main objective of any business is to make money and that is done by providing a service or selling a product that people want enough to part with
54 Post contains images Gr8Circle : This again proves that your main grouse is 'jobs going out of the US' and not anything else really....if English is your only concern why not be comf
55 AirbusBoeing : Well, things are not as smooth in US mainland as well. So many times you will have a black person with their typical accent, and to top it all chewing
56 LAXDESI : Well said.
57 Post contains links and images Desh : For all those hoping that call centers will move to a higher cost location please read this .... http://www.washingtonpost.com/wp-dyn...le/2005/12/12/
58 Lasbagman : Air Canada has outsourced its Central baggage call center to India. These people use names like Sue, Bob, Janet and Ron. They are poorly trained and h
59 Desh : PLease see my earlier post here regarding "These People" - link for your reference Yes that is a possibility - maybe AC should look into better knowl
60 Post contains images Gr8Circle : For most Americans, things like globalisation are relevant only when it works in their favor.....
61 Starrion : Gr8Circle - I have a gripe with outsourcing that goes beyond just lost calls. Cutting costs is every bean-counters mantra, but how does outsourcing se
62 LAXDESI : Big-Box Marts have grown and so have the number of people employed(and per capita income too) in US. These two are not mutually exclusive.
63 Cubsrule : If you had taken the time to read this entire thread, you'd have seen that there are some companies that are making call centers in India and elsewhe
64 Bond007 : Cmon guys, it has little or nothing to do with accents, or where in the world the call center is ... it has to do with CUSTOMER SERVICE. I don't give
65 Cory6188 : I've called CO reservations more times than I can count, and almost all of them answer the phone "Thank you for calling Continental Airlines, this is
66 UAL777 : ROFL! Made my night. For most countries, this applies as well. Its not a bad thing, its just what it is.
67 Desh : I agree with you - outsourcing is not for everyone - I would think that these airlines would review and see if their outsourcing strategy was working
68 BNinMSY : I deal with these people daily at call centers abroad ...I would rather speak to USAirways in El Salvador than Delta in India any day of the week. I d
69 Daron4000 : Hello all, can someone perhaps list all the major US airlines, whether they route calls abroad, what percentage of calls they do route abroad, and if
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