Entire North America IT Support Help Desk Team laid off. The team is located in Austin, TX... We are getting 30 days to find a new job, standard RA things apply (severance, etc.)
Over 100 people are affected and this is pretty much cripling IBM's ability to do anything competitive in this space.
Does it really matter There isn't going to be anyone left to help anyways
The IT guys in Austin were able to fix my last problem in 10 minutes. An agent from Brazil working from that team found a fast solution for my weird issue in a flash, unlike the indian agent trying to help me during my last interaction. In the end, he sent me a completely wrong article and hang up. Way to go IBM!
The Austin help desk was awesome!!! The people in India had a hard time speaking English and I would never let them take control of my computer, they would just make the problems worse! Thank God I am retired and no longer have to put up with this SH-T’
This sucks a-s. Anytime I got the Austin help desk I knew I was in good hands. They were really nice people too. So what now? We have to call India and hear some buffoons read off a script and frustrate the end user? Awesome
The Help Desk in Austin was awesome. They would spend as much time as needed to help you. They were introduced around 2016 to fix a truly bad help experience based on the help desk in India.
Under our Indian CEO, he wants to move the entire help desk back to India, a repeat of the past. It was a very bad support experience before 2016 and we are just reverting back to the terrible, terrible "service" we had in the past.
Arvind is undoing the improvements of the last few years in so many areas, an example of cutting off your nose despite your face.
With the London Helpdesk being laid off last week, who knows what's next! Seems the only place where your job is safe these days in India.
Very sad news. Looks like everything is moving to self-service. The apple help desk has come a long way from about 8 years ago when I called someone in Chicago and sat on the phone for 2 hours. Texas apple team was able to help issues with new laptop in minutes. Sorry to hear this news. Wish you all the best.