As a Wells Fargo internal technical employee I encountered a software issue while working overtime one weekend, many months ago now. However I do remember that when I called the Wells Fargo Help Desk on the weekend I got someone who said that they resided in Manila. Well basically, that person was there only to answer a ringing phone and had absolutely no clue at all about what technical issue I was calling the Help Desk for. I had to wait until Monday morning where a real USA Wells Fargo Help Desk technician could actually assist me with the technical issue and resolve it. Manila is cheap labor as all they do is answer the phone and then pass the technical issue off to someone in the USA who actually has the knowledge to resolve the technical issue. Why waste my weekend, not paid for overtime, calling the "Helpless Desk" in Manila?
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Wells Fargo Bank is amazing. As a specialist I feel our Virtual Library is second to none. It provides so many resources to learn all that is needed for optimum assistance.
I'm Rendon Jesus, representative, Lubbock Texas, Wells Fargo. In the words of the late, Mr. Trevino who dedicated decades to Wells, " We must have the WILLINGNESS to go over and beyond to help all our customers.
It is like when you call Spectrum for a technical issue. Your call first goes to a person located in the Philippines who just follows protocol telling you to turn off your cable box and they will send you a signal to try and reactivate it, NOT solving the problem. Then after nothing is accomplished in resolving the issue with the call center representative from the Philippines you have to find the number for, and call the USA Spectrum technical support persons who can actually understand the technical issue and help you to resolve it. That Philippines support assistance is a time consuming waste of time.
Yeah why is there no Help Desk support after "regular" work hours and on the weekends when so many employees do have to work during those time periods? I know now when you call the Help Desk line on the weekend there is likely no one that can resolve your issue. I have called the Help Desk after the "regular" working hours too and then, at that time anyway, there was no answer at all. Believe me I do not want to be working after "regular" hours and on the weekends but have had to many, many, many times, like too many times, it is NOT FUN AT ALL. Sometimes there is an issue that arises, needing Help Desk assistance, on weekends/after regular hours that keeps the work from being completed during that time.
IT here, the team in Manila that was let go, sorry, moved to Bangalor, was awesome.
Help desk work is no fun and people tend to move on as fast as they can.
And worse, help desk folks work from scripts. You can tell them what the issue is and why, and they will still run you though five pages of scripts because that's what they're told to do.
Life is more complicated than you think, OP, sorry there wasn't someone on call on a weekend and you were so put out.
They shut down Manila so I am surprised you even got an answer there
Are you a WF tech, guessing so?
There were shutting down Manilla as part of the location strategy before covid hit. Not sure if they will continue with that when we got back to BAU.
Bigoted much? Lots of useless US workers too. I guess you see what you want to see...
If there's a technical issue preventing you from doing your job, that's great. That means you have an excuse for not producing.
If your boss doesn't like it, let them escalate it.
Keep it simple. Do your job. Go home. Repeat.
If you're doing more than the bare minimum, then you're not doing it right. Not while massive layoffs are hovering and the company does nothing to meaningfully address it.
If the company wants better performance, or can start by setting the example.
".. real USA Wells Fargo Help Desk technician.."
That tells us everything we need to know about you and discredits everything you said.
You know, just thinking about this, why is Wells Fargo wasting money paying someone in Manila to answer the technical help desk call on the weekends when they have no knowledge at all to solve the problem and tell you to open a ticket with the USA technical help desk. Just shut them down. TOTALLY USELESS. A total waste of money.
And now that USA technical Help Desk person who could actually answer and resolve the technical question may be laid off in favor of the cheap labor in Manila that is only capable of answering the phone, and passing the buck to the no longer existent USA Wells Fargo employees who were actually able to resolve the technical issues. So NO technical assistance will be available anymore via the helpless Manila contact number. Not funny at all.