Level one support was outsourced several years ago. Now level two support is outsourced to India. They laid off 30 technical people who knew what they were doing. It is a total nightmare if you have a problem. No one can understand a word they are saying. My system has been down 3 days and I don't know what to do. All management says is keep calling until you get someone you can understand.
10 replies (most recent on top)
@m7 WHAT?! Oh man, sad
They finally stopped asking for your birth date when they were verifying you. I never would give that info.
It's only going to get worse. There is a small team of the remaining level 2 End User Support technicians that are fixing the problems the outsourced people couldn't fix and half of their already small team were just laid off today.
@hw I hate to say this joke, but its becoming a reality.
At what point do we start saying India is outsourcing to the US? 51+% of workers in India?
- sigh*
@hg It probably should not even be called a Louisville company anymore. And perhaps not even an American company anymore.
So now the help desk is in India? I took ERP last year so out of the loop.
@OP someone on my team had this experience last week and she was so frustrated she hung up
@OP absolutely ridiculous. A few years ago, a certain now SVP lost access and it was a hot mess. Took three or four days to get that important person back up running. It was actually funny watching the squirm
What do you expect? Most of those Indian IT support staff paid for their diplomas through dubious means.
@ab Have seen this happen more times than I can count. It's actually incredibly scary the amount of sensitive and important data these people get access to and sc--w up even. Consistently.
This almost never gets better. Have seen this happen more times than I can count.
Every single time they are slower, more incompetent, and if you have to work with them to produce work products like software, then you have to hold their hand and correct most things.
It is becoming a helpless situation in most organizations. I think the best you can do to fight back is to be forceful with them and push back when they sc--w things up. If you are in a position to teach them, don't teach them anything. Make them try to figure it out on their own. Make their life hard.
Document all of the problems and ask management if they want to know about it.
That's about all you can do if you aren't a hiring decision maker.
Humana should sh-t their doors. America would definitely be great again if that would happen.
You think that's bad, you should see the software they're churning out. We're talking multi-million dollar projects in a state of dysfunction for literal YEARS.