It’s sad that the company has become like this.
22 replies (most recent on top)
Production direct tech here. I've been waiting 2 weeks for deep dive to reach out regarding my log. I doubt I'll get a response. I don't blame them. One person per product supporting the whole world initiated by calling people who know less than you. How did they think this would work?
I leave at the end of this month. Too bad that cash will go to share buybacks instead of raises/fixing our broken internal systems with no owners.
IN reply to @hvsd+16aedoI0
We must have worked together then...
WOW you guys are some really bitter people. I am XBS/GIS tech and have worked with the hardware deep dive team, they have helped me out on different issue. Honestly very glad xerox still has some of the talented people there to help with our issues. Yes the new support team is useless and need to learn our language all they do is read us the sam edoc information that we already have. . I say you guys posting here need to learn how to maybe fix these machine instead of complaining.
The post and info from @6rku is 100% true
I worked on the once 2nd level team and was transitioned to HCL and now let go a few months ago
All the skills were let go and traded in for a lesser cost group.
Xerox is not what it used to be.
Troll army is being lead by Pelosi and Harris.
Obviously some Pro-Xerox people ( rolling my eyes) .... The reality is that XBS/Xerox is such a sh–ty company that the only way to get information is to look on sites like this. Not only do they downright lie to customers they do the same thing to their employees. There is zero care for employees or customers, its all about the bottom line. The people who still work there are the true bottom feeders.
So who's paying to pump all of these negatives around the board? They are everywhere now, all companies. They overwhelm any legitimate discussion between the actual users.
This is all true. The downvotes are very telling.
This is crazy- is it true?
Miss Hayes supports mostly applications like Equitrac and does it very well
The team has strength in several areas from each member whether it’s software/application related or hardware related.
The strength of this team is a massive value and the point of the concern is that this team is now only ten people for the globe versus the strength it once was at over 200 members.
It was JV and MM that decided it was wasted money
So when anyone now calls for support, customer or technician, they will reach the replacements for these once Xerox certified people to now the support teams in India and Guatemala, none who are certified to support the devices.
If they need to escalate, it goes either to onsite analyst support or to Deep Dive. Not all devices have onsite support so DD is the more common escalation point.
The key in this is to understand that a high skill set level that was once 200+ certified people is now 10 people
And that breaks down to 5 for customer/application support and 5 for any copier/controller issues
That is fully staffed
What about vacation or sick time?
Get the picture of what Xerox actually has for support now?
Keep it in mind the next time you or your customer calls and bring that info back to your high level manager and tell that person to cram it.
If it was a customer issue, I’d recommend a nice Canon device while i was at it.
Xerox is so done and done.
Does that sound like customer care at all to you? A sustainable way to grow a business relationship?
Mr Wilson is rolling in his grave.
Around 5 years ago Xerox Management tried to get rid of field engineering 2nd level support. They cut the headcount to start by about 20%. Those who were still there could not keep up with the call volume and hold times became terrible. Once the service managers complained enough remote support engineers were hired to help field engineering take hotline calls. Those RSEs and most of the FEs went to HCL and were eventually let go. 2nd level hotline is no longer there,it’s 1st level support and if the support person can’t help they either escalate to a specialist or a deep dive which both are considered 2nd level support now.
Xerox 2nd level is horrible. They can't solve anything. They tell you they will call you back and then escalate it to Deep Dive, on analyst side is 1 person Lynne Hayes. Wait, I'm on-site now and Need assistance and Guatemala can't read a Wireshark trace. Worthless. Never have this problem with Drivve support.
Please minus my reply xeriod troll army!
I can confirm this is true
Ten people is all there is as Xerox trained and educated support
Everyone else now 2nd level is from India and Guatemala and none of them are certified Xerox trained
NOT ONE!
Thin?
How’s five people per team for hardware support and customer/application support for the entire globe?
That’s ten people to provide the level of support that was once 2nd level for every and any issue that a technician or customer has for Xerox all over the world.
For comparison, the support - NOT including the actual technicians or analysts in the field (onsite support) before John and Mary got their hands on things, was 209 people. Of course they are all gone.
Maybe that will help people get a more accurate picture of the challenge these DD people have daily. Deep Dive members are all from the previous 2nd level teams and have been kept by Xerox and all their teammates were let go after being transitioned to HCL
It’s clear that support for the customer is not a priority for the new Xerox
2nd level is now a 1st level skill set and DD is the original 2nd level. So the same experience and expertise people were used to “before John” is now on the shoulders of ten people
That’s not a reduction in work force, that’s an annihilation but of course no change in expectation was realized nor were the field or customer management teams properly notified- why share info like that?
Geniuse
This string of pluses and minuses since yesterday is 100% trolling from some type of “pro Xerox” person or is being paid by Xerox to do it.
Every single post was positive and growing except the one above that is now a “plus” 20
Yesterday that was “minus” 9.
There is simply no way that 29 pro-Xerox people would even normally read this site.
This is 100% proof to me that this site is indeed trolled by Xerox to try and save face in this absolute mockery of a company
They are obviously worried about the bad press
I am shocked it’s that important to the leadership team to spend time trying to clean up their insanely c-appy image
OMG Xerox is a COMPLETE GARBAGE COMPANY
Now I will even be busier spreading the word of what they have become and how JV and Co are TRASH
Thin?
How’s five people per team for hardware support and customer/application support for the entire globe?
That’s ten people to provide the level of support that was once 2nd level for every and any issue that a technician or customer has for Xerox all over the world.
For comparison, the support - NOT including the actual technicians or analysts in the field (onsite support) before John and Mary got their hands on things, was 209 people. Of course they are all gone.
Maybe that will help people get a more accurate picture of the challenge these DD people have daily. Deep Dive members are all from the previous 2nd level teams and have been kept by Xerox and all their teammates were let go after being transitioned to HCL
It’s clear that support for the customer is not a priority for the new Xerox
2nd level is now a 1st level skill set and DD is the original 2nd level. So the same experience and expertise people were used to “before John” is now on the shoulders of ten people
That’s not a reduction in work force, that’s an annihilation but of course no change in expectation was realized nor were the field or customer management teams properly notified- why share info like that?
Geniuses
We get support from only 1 DD member Lynne H. Not heard of anyone else on that team, I would say they are already thin.
Can’t see Deep Dive being thinned out
As stated, they are seriously needed for their knowledge and skills
I’d know. I was the last manager for some of them and of course, I’m gone already.
Doesn’t mean they are safe from a bad decision but as far as needed?
They sure are, 100% and they deserve their jobs.
Best of luck fellas.
Xerox is lucky to still have you!!
Understaffed as it is and much needed now with all the new products that are launching.
Sure hope so!
I have a paper jam. Oh yeah, where? In the machine. It jams when the paper goes through the machine. really?