Last October Xerox outsourced all their analysts and software support to HCL. Does anyone know how long that contract with HCL was for? In the past when Xerox did the past with engineering hotline support most engineers were let go from HCL with in a year.
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It’s so refreshing to see some normal relevant comments on here. The comments on this post are exactly right. HCL is a disaster. I have had customers record their interactions with them and it is almost comical how poor the Eng. is and how bad the service is I just don’t get it. Why can’t xerox demand more of HCL There are cases were overseas outsourcing can work, but the company must be held accountable. I agree with the poster 1000% the sales people are being told to sell more without the relevant acknowledgment that we can only do so much selling when our customers are unhappy with the service. How can I upgrade a current customer if they can’t even get their billing, correct
Sanjay
False. XBS analysts still here. The problem with HCL is they don't understand they contribute to company decline in sales. The idea of remote and saving on travel reimbursement looks good on paper. However Xerox is losing customer value with this approach. They don't want to pay own staff to troubleshoot Xerox device that they are already paying Xerox in a service contract. Not to mention they can't understand HCL employees on phone.
the company will not give proper training because they do not care about customers or products because that costs money. get paid ruin the company move on
Unless the Xerox Service Organization ramps up their expertise on product training and will be able to spend a week onsite to train the end-user ... the remaining analysts are required. Online video training will not suffice.