I used to be somewhat impressed with Tech Support as I could get an American-based tech relatively quickly, but it has gradually devolved into a sh!t show where NOTHING gets resolved.
I don’t have to tell you why.
It’s unbelievably frustrating to be on the phone with someone who you know doesn’t understand what you’re telling them and who keeps reverting back to a useless script.
I can’t be the only one experiencing this.
@jw I've experienced something similar two times in the last few months. And one time they did something completely unrelated to my actual issue which actually messed things up more and then just closed the ticket.
Today is officially 3 weeks after submitting a ticket to get a fix that’s vital to my role.
It was accelerated by band 5 after 1 week, so we’re now 2 weeks after an accelerated service request and there has been no movement.
Pathetic
@k4 I wonder if we have the same coworker
@19d Normally SLA acronym stands for Service Level Agreement.
@19d Some Layoffs Again
What’s SLA?
@vd band 5 escalation doesn’t help. Tried that today. They literally ignored it and told us it has to exceed sla first. So, they can’t work it until it exceeds the sla then maybe they’ll look at it
This makes me sad to hear, as someone who spent 10 years with the company within the CSC, who started on first level and moved to an escalated support team. I was laid off in February, and I loved my time with Cigna, and the on shore staff within the CSC. I really enjoyed coming to work, corporate greed really fu---d this up.
Is Band 5 escalation really the only way?
@k4 have it escalated by a band 5! We push tickets through all the time
Agree, it’s a sh-t show.
Three days ago in another thread:
I am currently still working st csc and its astronomically bad. Directors are emailing help desk that the agents are the problem yet our staffing is only at 32 colleagues. There is noone taking calls that is a cigna employee at all. Everyone is now a contractor. Band 6 and down across the company and express their fears or being let go. We are very few. Their is no more training department. Just galaxy the team they contracted with now conducts training. There is a total of 4 americans left on the in line help desk. The que by 9 am normally reaches 300 plus calls in que. most of us have not heard from our supevisors since december of last year. This is currently the worst thing that i personally have ever been apart of
It’s horrific.
Better yet they fired a bunch of people and now they are hiring for the exact same position. I was laid off and it really makes me mad
@jj if it's like that come 1/1, it will be brutal
My coworker had been waiting like 2 weeks or something for someone to just look at the ticket.
@jy the fact that they dissolved them and quickly needed to bring them back after doing so is hilarious
The IT & Me space in Bloomfield is great. The team there is super helpful. They have bailed me out several times.
You’re telling us that tech support is successfully completing only 32% of requests?
So frustrating that I open a ticket for tech support and it was closed. No notes no contact information just closed. It happened 3 times in a row. I did the sidebar chat and a new ticket was opened by the chat box and I got a phone call. Turns out there were steps I needed to take before submitting my request. I only found out by going through a completely frustrating process
I work at help desk. They layed off all of us onshore techs and have a contract with an offshore team. You can attempt to get ahold of us on shore but there is only 3 of us now. But there is only 32 agents handling calls now. To affect some change the ceo needs to be told how bad it is here. We asked for more staffing as an agent and they sent an email saying staffing wasnt a problem we were. But since feburary when the layoffs occured of all stare side teams we have failed sercicd level month to date less then 32 percent.
I love it!
I have a connection issue which is precluding me from doing any work. I opened the ticket 9/8 and it appears that nothing has been done on it.
I’ll just sit here and toggle my mouse until they fix it.
Did you try turning if off and then on again?
The very same “coworkers” have implemented security products across our systems that are creating lots of headaches.
Is it against company policy to ask for an on-shore support person?
I have have good experiences lately with a laptop refresh.
Wait until you try to get a prescription refilled. And that AI enabled “experience” is available for the world to see.