Recently had to direct a new client to call in to Xerox 2nd level support (that’s what I call it anyway) Client called and they told me they were on hold for over two hours. They gave up, fired off a call to me and lit me up. Feels like the end of days for X.
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Sadly you could write all the letters you wanted but they just don’t care at all anymore. They are extra screwed because of covid and seems to be a free for all now.
there's a 2nd level support?? thought they all got laid off
@1dhj - I would recommend you email the CEO or write a letter about your issues. I’m serious. Mention just how many devices you have and how long you’ve been a customer. I second you telling as many people as you can just how bad it’s gotten. The company flat out does not care any more. Maybe if some big accounts start complaining, they might listen. Right now it seems like the direction is to fire all tenured knowledgeable employees and replace them with high school seniors.
@tpb+16MP75uw - Good call: Deep Dive post is still available under “older topics” tab.
Thank you for your complements to the real RSS organization. We enjoyed helping you guys out but alas the cost cutters thought they could replace experience with a database and a script. I guess that didn't work out for them...
In Webster when tech’s called in not only did they get experienced people that has worked on the product, they got people who had the product on hand to reference. There were labs for both production & office that could be used to try to replicate the problem. Not the same as a random person sitting at a desk with a script!
@1dhj
I hope you know too that all of your billing, accounts payable and receivable and call centers for toner have all been moved to Guatemala, India abd Manilla
They outsourced all of our jobs, tell everyone you know, they sold their employees out for cheap half a– labor all to line their own pockets
We are a a print company with a slew of Nuveras and older stuff. Things break. But when we have to call the 800 number, that's when we run into stuff that is really broken. The line makes us wait 10-15 minutes and hangs up. Or worse, doesn't hang up and we eventually get an id–t who can't hear us who tries asking if we have checked the Nuvera toner fluid or if we have unplugged and replugged it -a task that requires an electrician. They have NO idea what these machines are. Just names to them.
What's even more of a farce is that these people are still calling themselves "your Xerox Remote Support Specialist" when they have no clue about anything. That Remote Support Specialist term USED to be used by former fields techs and CSEs who were put on phone duty. Most if them knew what the hell they were doing, had actually worked on the same machines and knew when they could be fixed over the phone or not. Those people were awesome. So of course, they are all gone, replaced with overseas call centers that make Jamaica call center sound good. I wonder if any of the higher ups actually ever even call the 800 number. Doubt it.
I remember 20 years ago I could call the same 800 number and get the call center in Texas I think it was, or the one in Canada, and get someone who knew what they were doing and did it fast. We were able to call in and place a service call and get off the phone and back to work sometimes in under 60 seconds. Now? Hell, now the prerecorded messages haven't stopped playing by 60 seconds.
Now, it asks us to use the Xerox app. We can't. We are NOT going to use our personal phones to create an account for work. And we can't use the website chat because internet is blocked in our shop. So we are stuck with the broken 800 number.
Somebody mentioned Canon. When we call them, they answer immediately and are about as good as Xerox Canada call center back in the day. Canon still gets it. When you sell millions of dollars of hardware into a shop, maybe you should answer the support phone.
This has been normal for a while now. I stopped directing customers to call 2nd level months ago.
So glad I left one of the cores in December 2019. The constant brain drain was horrible, the products worse! Docushare was going to save everything? What a crock
I had to call 2nd level this week to question new release notes, what a joke. Not sure who I was speaking with but they had no knowledge or input and took 2 days to get back to me. When they responded 2 days later, "we have to escalate to Deep dive". It's bad..
So they are bringing some techs back but not providing any second level support. Big surprise. Can we go back and talk about the "Deep Dive" post... pretty sure that got deleted as it had all the names and exact information. Think it indicated there is no longer any high level or second level analyst or engineers - basically that there was about 5 people left dedicated to support the globe. Will have to rely on service and call center..... hopefully there are some experienced techs left to step in on things like this.
There is not a company worst then Xerox now. Back when there was GIS and Cores it was better - now it is all in the toilet. Luckily not many customers take the time to post bad reviews on yelp and google so for now can get by....
It's all ok, as long as the money continues to fill the pockets of senior Corp mgmt. and their master puppeteer.
Is there another company out there that treats it’s customers and employees worse than xerox? Next time tell Customer to buy a Canon.
It is not news that xerox provides terrible support for its client base, but 2 years now it has been actively seeking to diminish service in search of profit. Throw in COVID which reduced revenue in half - and volumes may never return to normal - it will be a bloodbath for sure.