Current CSE watching the boat sink.

In the last couple years I have seen the problems from Webster and Newark trickle its way down to the field personnel. Now I'm playing damage control on every call, especially with the offshore call center pushing for the customer to self diagnose and fix issues. I get it, let's help cut down on the call volume but our customers also pay a premium for our service, yet we treat them like it's a privilege, not a right of contract. I notice the need to escalate more and more for emergency orders causing machines to stay down for days and sometimes weeks. Parts expenses is our biggest number which leads to zero preventative maintenance and band-aid fixes. We have gone from replacing anything because of cosmetic or possible mechanical defects to cleaning extremely worn feed rolls and hoping to get another 10k out of them. Metrics are very unrealistic. Either you're going to piss off your customer to make management happy or piss off management to make the customer happy.

I can't blame the ASM's, this sh-- is handed down to them as sh-- always rolls down hill.

Walking this tight rope is getting exhausting. Xerox is a sinking ship and we are just worker bees with water buckets trying to keep this ship afloat. I've never had this much anxiety before and honestly I'd take a layoff.

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You got up out of bed to go to work. Was it to do a job or to help a friend? I get up to help my friends get their work accomplished every day. I do what's right for the customer every day no matter what it cost me. I use to be a role model. Since Xsat, I'm a failure.

I still get up every day to do the right thing for my customer. Dave Kerns and Joe Wilson smile on me!

Like said earlier in this thread......

Thank You to the service and support teams for 31 + Years of taking care of our customers !

Without your support and teamwork.....my 31 + years selling would have been very different !

There really was a Team Xerox........ and we lived it every day !!!!

So glad to be out of the Rat Race now !!!

Cheers !!!

First and foremost, after an almost 20 year sales career at Xerox - recently left - I want to thank you so much for taking care of the customer. It means a lot that during my tenure we had hero’s like you that took care of the customer by fixing their machines and answering their questions. I saw how hard xerox was making it for their technicians, as did customers. Customers are not stupid so when they have a call back or an issue with parts, they seem to figure out that it’s not the guy on the front line and it’s management making the calls. They would pull the trigger on a TSG. So Therin lies the conundrum with Xerox canceling the TSG replacement program, what’s a customer to do? And why did Xerox cancel the TSG and manage parts to a level of stupidity? The only answer is that the people making the decisions do not care about the customer. They only care about the short term and the stock price. It’s a shame, but this once great company is no longer so...in my opinion.

I'm fitting substandard parts that fail on install or only last a few months, this is knocking up our labour time, the customer must think we are a joke...and we are, xrox doesnt care about the customer, never have its just got worse now its just a numbers game.As well as 'fire fighting' customers are getting more demanding in the background I fear being re-badged or outsourced for cheaper pay,I have had no appraisal for 2 years, no 1:1 ,just e-mails to stop fitting x or y .xrox just doesnt care about people.

Where has quality gone?

I pretty much ignore parts spend emails and metrics. Management seems to think we like putting parts in the machine just because. We keep explaining its because the parts are broken but they don't listen.

Their metrics of comparing total parts spend per million impressions is also comparing apples to oranges when comparing different poplulation sizes. You can see it in pulling the national 12 month part spend on 78xx vs 75xx. Are you telling me the fusers and feed rolls are performing 50% worse on the 75xx? No, only difference is population size. Xerox cannot even track part fail at average impression count. If they did, they could fix ALOT of performance issues with parts.

So I do what I always do, ignore management and put the parts in the machine.

Your crazy if I'm cleaning feed rolls for another 10k impressions. If I see no tread, I replace, as should every CSE. Let managment cry all they want. They need to talking to manufacturing, not the tech.

What is a CSE nowadays? That term is used too loosely. Too many technicians afraid to talk to customers or take apart a machine.

Please

Norwalk, not Newark.

LOL!

Yeah! Grow a pair and fix the machine.

Your not the only one with conflicted direction at Xerox or anywhere else.

Put the parts in a fix the customer. Customers pay your managers salaries. No customers no money

A layoff is only worth a few weeks severance pay. Why don’t you find another job and quit Xerox if that’s how you feel? Are you really staying here over a few weeks severance pay???

Same whining from service for years. No, not years. Decades! Too much pressure for parts! To much pressure on time! Too much conflict between what’s good for the customer and what’s good for the company!

We’ve heard that for at least 30 years. Cried “Wolf!” way too many times.

Thread regarding Xerox Corp. layoffs

Current CSE watching the boat sink.

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