Steve Bandrowczak made the announcement that with Care AR and Service Now, every Xerox technician, whether they have 30 years or 30 days experience, will be able to provide the same expert level of service on a customers product. Obviously he has never worked on a Xerox product and has never had to call the newly revamped Xerox hotline. Thoughts?
16 replies (most recent on top)
No one is going to last anywhere close to 30 years, so 30 days tenure will be the only requirement to service your equipment via FaceTime. Unreal. Good luck with that
I deleted CareAr right after I used it for the first time. Junk. Customers aren’t gonna mess with that, they want someone out there to fix their machine, that’s what they are paying for
I have been in production since it was PSG and I have customers that I have been with for at least 30 years. They are telling me that CareAR is useless and they would never agree to use it. As far as SB... USELESS, Over paid and clueless like all of the execs we have.
Imagine if all the techs just decided to do 1 call a day for a couple days in a row. See what happens then. Like a strike but actually showing up for work and doing almost nothing.
This is what happens when somebody that knows nothing about the business is placed in charge. This disease infects nearly all big American businesses these days.
toss a screwdriver to that guy and watch him step out of the way and let it fall to the ground instead of catching it. a long line of know nothings like bandrowczak are the reason xerox is where it is today.
SB nor any of the iconic invader element deserve any fairness. They're in it for themselves, customers and employees be da_ned.
Snow is the biggest debacle Xerox ever released to the field...I have been around a long time...
Nope. It was Service Choice !
In all fairness to Steve it's probably what everyone under him, as well as ServiceNow, have told him. As long as Response Time and Resolve Time performance stays the same or gets better he may not be aware of all the issues. Or, he knows, but all the underlings have told him it'll be fixed soon.
I remember years ago when people at his level, or slightly below, used to visit Xerox locations and hold employee roundtables to hear what was actually going on with failed systems and/or processes, then hold their management chain accountable for fixing the problems.
Doesn't PARC reside in India now???
Correction …. Snow won’t be the downfall of service. (future tense)
It IS the Downfall of service. (Present tense) People are Not going to put up with this. Some will complain. Some will Moan. But Most will simply go away. Revenue Gone. Non Existence.
Couldn’t be snow though. ❄️ Nope.
Huh…..I wonder what happened? 🤔
Are y'all sure? Looks like they are doubling down
https://www.businesswire.com/news/home/20210902005267/en/Xerox-Announces-Formation-of-CareAR-Software-Business
SNOW will be the downfall of service. The app is awful. Calls are getting dumped in random techs call queue. All techs are too busy to monitor every one else’s call load to see if their calls are getting dumped on a tech 3.5-4 hours away. Customers are getting pi---d because our response times went from 3-4 hours up to days! If one tech is caught up they aren’t willing to voluntarily take calls to help out.
What’s he smoking ??? Take another hit.
Snow is the biggest debacle Xerox ever released to the field...I have been around a long time...
Have fun with your technician having 30 days experience. Good luck with that. And likely No hands on with training online. So betting techs are clueless on how to effectively get in and fix the issue and prevent a callback. Unbelievable, it just keeps getting better. You couldn’t make this stuff up.
Let them find out the hard way. Oh wait… by the time they find out there is an issue, upper management will be on the beach in the Hamptons, out with a phenomenal exit package. Yes 30 days sounds Great and they have to learn SNow as well. Man o manichevitz.
🍸🍾. And the calls just keep Rolling in.