Verizon has done a great job of getting rid of people that know how to solve problems and get sh– done. They are replaced by people that know absolutely nothing and just mindlessly look for answers. Here at Verizon we don’t fix problems. We like to put bandaids on mortal wounds and move on. Why fix the issue...just credit the customer and move on. If it make sense do the opposite. At Verizon we don’t encourage bureaucracy we demand it. Want something done, fill out this form for it to be viewed and approved, but don’t ever point out something that needs to fixed...that won’t happen. When I first started here years ago I always wandered how in the hell such a large company could have such a sh–ty program EROES/OMNI with so many issues. Issues upon issues again and again. I’ve worked for other companies and their systems aren’t as f—ed up. Ninety percent of our issues are systematic. They are crippling us. 25k impacted, 48k backlog, 112k customers impacted with system activation issue. Why in 11 years has nothing been done to create a new platform that isn’t so f—ed up.
10 replies (most recent on top)
From a technology standpoint it makes sense why our pos system blows.
If you ever get a catastrophic error you'll notice it kicks you out of omni and takes you back into the old mobilePOS. This means they never remove the old system to build the new. They stack the new stuff on the old stuff like a stack of pancakes.
In the software world this is called spaghetti code. That's why when they change one thing...something else totally unrelated breaks. It's all interconnected in some clusterf*ck way.
One of my SMs was telling me how years ago we hired a company to review our POS system and help clean it up..and they refused to because it is so convoluted.
They should do away with the whole platform and start over, but you know that's not going to happen!
We lost a lot of talent in VSP. Those of us who are left are overworked, and under utilized. I wear so many hats that none of the things I work on get the attention they deserve. I sit on meetings with newbies who have zero idea how anything works. These aren’t entry level gigs, but project managers and technical leads. I’m talking about data and concepts that have been in use for close to 30 years; and I keep my mouth shut. I’m not here to teach you VZW 101.
We used to investigate root cause and solve issues so they don’t happen again. Now it’s slap on a bandaid ,usually coded by someone who has no idea what they are doing, and move on.
Keeping my head down and socking money into my 401k.
I actually have a little insider insight on this: basically, it all comes down to where they're budgeting their technology unfortunately. The IT guys that run our OMNI and work the AYS tickets are barely paid minimum wage and aren't good for much. All of Verizon's investment is in the network, because the way they see it, that makes up 99% of the customer's experience with Verizon. However, I feel like having that bad of an in-store experience will have a bigger and more lasting impact, so this is an extremely short-sighted view if you ask me.
This article says it all. The talent has left the company.
https://www.inc.com/geoffrey-james/open-letter-to-44000-verizon-employees.html
There really is a form for just about everything, which is great and fine 90% of the time. When you actually NEED someone to help, you better take hours out of your week with pointless emails and calls all while facing angry customers. Then when you finally talk to the “right” person, there’s like a 40% chance you got someone that actually cares about doing the right thing and does it.
With RIS weighing so heavily on retail’s pay, won’t be long and every customer service issue will be resolved away from the store. Especially since there doesn’t appear to be a legitimate group of people that can truly help with errors in reporting before the commission check cuts.
But we have a new flow to put over top this sh–ty backend. The new flow is so much easier and one step closer to just letting the customers do their own orders. Why need reps?
Race to last place
@vnl+19l9Egeb hey btw how does that boot taste?
Revenues have grown significantly and profits have grown massively in the last 11 years, so it's probably a good thing that you weren't hired to think too hard about these things.