Snow is terrible. Duplicate calls being opened up. 2 service calls at same account and the 2 calls will go to 2 different techs. Machines assigned to techs that have never covered that area or those models before. Techs with nothing do not willing to take calls to help out. Dispatch can’t do anything about it and fsm always too busy to answer emails or phone calls.
15 replies (most recent on top)
Just another Xerox success story
Typical Xerox response to field service problems.
Worse company I ever worked for. The Techs they hire could not fix a burned out lightbulb.Let alone fix a machine. I bet you could fire 3/4 of the techs and never see the work get worse because all thes yokels did was never fix a machine but created more calls in the process.. These people had no clue as to fix anything I should just say there was a thing about diversity not ability. I know as all I ever did was clean up everyone elses messes for years. They never cared how much work they gave you and if you performed well you just got even more work. All they did was subsidies tech and manager incompetence but paid just enough to keep you -- there-golden handcuffs. Over many years I rarely worked a 40 hr week more like a 60 hr week even 80 hr weeks and never got paid for it but the manager expected the work for 2 people to get done by one. The harder and better you worked the more they expected of you and the more you were given to do
This is Xerox …Did anyone seriously think things would go smoothly or be an improvement?
@1ssj+1bghqXjQ re "What’s up with us not having to record mileage and dispatch time to first call?"
It's because they are cooking the books to be able to shift the burden of travel to first call and from last call onto techs. Other companies have been sued for this, so they don't want records that techs are working off the clock.
SNOW is horrible. Remote Tech was way better than SNOW. Go back to Remote tech
Remote Tech is looking pretty good about now.
Try having to place service calls. Told it would solve world hunger and would be one system to rule them all.
Now when you get a request for service you have to figure out if you place the call in FWSS, Voyageur, OUT, M5, XSM, Siebel or SNOW. Nothing like having 7 separate systems.
It's awful, parts is awful as well. +1 to techs not doing anything, I'm from a gis core and getting more calls than ever, xerox direct techs won't take anything less than large production in my area so they are sitting on one call all day. I'm guessing the mileage and dispatch would be if they get audited for overtime, its a way to not pay it out. That's normally a state by state law so it's interesting they pushed it on everyone
What’s up with us not having to record mileage and dispatch time to first call?
What are your customer saying about drums and fuse replacements? My customers are mad
Do you remember Service Choice??
Just another thing that Xerox has mucked up Own It !
https://www.google.ca/amp/s/www.wikihow.com/Clear-a-Paper-Jam%3famp=1
ServiceNow should be called ServiceNever! It is so convoluted and complicated. In addition, there was never any training. Xerox just rolled it out and said, "Here ya go! Figure it out!" The only way it will be fixed is if large customers leave us and it begins to impact sales.