They don’t have enough techs in the Midwest area to cover the area. Customers are suffering and noticing all the changes. They are not as stupid as xerox thinks. A good customer doesn’t complain, they just simply go away. Never to be heard from again.
All that’s gonna be left is the garbage that no one wants to service. County jails, prisons, schools in very bad areas and lawyers offices where the guy is a complete a-s. And of course hospitals that they sold their soul for and promised them there own personal technician. But now being short handed…can you pick up a few calls outside the hospital? Sure….With out the customer knowing. 3 words. Breach of Contract. Just think about it.
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The MidWest area, especially a state that begins with IN is a cluster. Since they started merging all the GIS cores and then XBS started running things They ran all of the good service mgrs out and have some paper pusher who has no clue how to manage. Not to mention how many different tech each customer has gone through, increased response time, No Customer Service, Customers are really feeling the pain.
Field tech's are leaving at a record pace! I have heard there is a need for 300+ techs to be hired. I fear this lofty goal will not be realized. The word on the street is to not apply here as a field tech. Low pay, over worked, and a stupid, crazy, cumbersome SNOW system that no one cares for. From rumblings I have heard, Xerox is toxic and possible new hires are running away. On the street, word of mouth carries a lot of weight. No idea regarding layoffs but very possible many employees will separate by end of the year. Funding pension issues seems to be a major factor.
Here is an actual case that happened not long ago.
Tech has hospital account -dedicated technician. Field has 3 guys out. Heavy on calls. Call comes in for a customer in the medical arts area of that hospital. ( inside hospital)
It’s not affiliated with the hospital but in the building of the medical arts in that hospital complex. Call goes to the field. Swell.
Tech in hospital refuses to help with this call as the closest tech is 35 miles away and super busy. Customer waits and gets pi---d as it’s down. Tech in field has to go put out this fire now.
This is the kind of garbage that techs in the field have to deal with. And when the major account tech gets vacation, we have to fill in for him.
So the tech has to drop what he’s doing and drive 35 miles to do a call that’s in the same building that the major account tech is already in. But we have to cover for him, but he can’t help us out.
And what’s worse this has happened more than once.
And you wonder why xerox isn’t the powerhouse name it used to be. Nobody gives a flying f_ck until the problem comes across their desk and they are forced to deal with it. Sad. 👎
You nailed it. I agree. Maybe some IT person from some of these major accounts will read this and start asking the administrator to check into it. Couldn’t happen to a nicer group of people like xerox liars. Payback is a b_tch. You reap what you sow.
I hear you.....we have SO many customers that have legal contracts with specific wording that if ANYTHING is handled offshore the contract ends....but there is no one left onshore to do it....so it gets done offshore.....yet sales keeps writing them........nobody cares, these customers will catch on.....