So apparently no one on the tech support side actually has any tech knowledge. Every time I chat with “IT” I just want to bang my head against the wall
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I am unable to understand the Indian accents. I would rather spend the entire day figuring out my computer issues, not doing my job, than asking a tech worker to keep repeating themselves. I even have Indian family members so I am familiar with the accent. It is beyond frustrating. But I will learn how to fix my computer even if my day job is not getting finished.
I can't imagine they treat our customers much better.
Regarding TC and the org in general: there comes a point of no return when those cost-cuts impact the ability to conduct business, internal or external. There seems to be a race to the bottom in corporate America lately. It used to be Lean-and-Mean. Now it's more like GFYS.
A lot of people don’t realize that TC has also suffered layoffs. The new cheaper agents they brought in are pretty much trained to 1. Escalate to 2nd and 3rd level or 2. Remote in and try and fix the issue. They have lost their training team as well. It’s sad what happened to TC. Please remember we are nervous and also face the axe.
They hope to have it all go to something like a chatGPT soon I'd bet.
I received great service when my new laptop needed a virtual fob. The bad part was filling out a survey about the service. It wouldn’t let you rate them (1-10) without leaving a comment.
“How likely are you to refer a coworker to TC.” My answer “So I can use somebody else like Geek Squad?” Has anybody in upper management vetted these questions.
Well of course the new Product Model in technology will fix all these IT shortcomings. No product owner would stand for their product being mismanaged by support or otherwise! Save the day product owners!
It’s been said in several calls that the goal of leadership is to turn it all into a self-help model. No agents to call or chat with. How that is supposed to work, I have no idea. It’s going to get worse.
part of the problem is there's so much layers of security and protection and cr-p running the background. If they don't do this then the regulators dole out billion dollar fines at the drop of a hat. I have a personal laptop that is 3 yrs older than my work laptop, it runs circles around my work computer because of less bloatware.
We can't "visit and witness inefficient support in person" because it is in India.
I’m in a tier 3 IT support team, it’s laughable at all levels except the larger teams in my opinion. TC is trash. Because of separation of duties we obviously can’t have all permissions but it’s a joke when you reach out to he correct group in TC and they ask for your address to ship you replacement hardware when I’m just a customer. I’m not fixing a monitor at the office in a flex desk. Or you reach out for help determining the correct form to use for an ART or AIMS request and the answer you’re given you can see plain as day on screen is the opposite of what you’re asking but your request is marked as “resolved!” without validation.
Shyte birds.
If you think tech is bad, try chatting with HR. Never again.
You can tell which department does not answer to anyone else.
I’ve had some interactions rivaling a comedy skit. I had a computer that was completely dead and the only solution they gave me was to keep rebooting over and over again and they kept telling me it was because I wasn’t holding down the power button long enough that the computer was not rebooting and powering on.
Funny you should say this. I’ve been on two chats lately because I’m trying to make changes to a shared mailbox. Neither time was I actually helped. The form was doing strange things and I also had to manipulate it. I’m sure tech thinks it worked perfectly when actually the human had to work around the tech.
I agree with OP! if you reach out to Tech Central, or whatever its called now.....it's a rough conversation and 9/10 times the tech wants to remote in and next thing you know, your pc is being re-imaged--total mess! Majority of the field techs were laid off!
This is WF what do you expect?
Most of tech support has been or is being offshored to India & the Philippines. You get what you pay for.
1st level support, such as calling into MyIT (Tech Connections)? There is a defensible position for how that desk operates.
As a matter of perspective, I bought a new laptop from Apple, called their help desk for a boot up issue. Talked to two different people, who then suggested I visit a store location for additional support. Three more people later and my solution was to return laptop and order a new one.
At least WF isn't asking you to visit and witness inefficient support in person.
No complaints either way, IT support is a thankless job and requires a lot of patience.
It used to be better, but the good peeps got laid off or left for greener non-RTOy pastures.
That's such a great story. Give us more.