Thread regarding Wells Fargo & Co. layoffs

Technology Help Desk-long wait times

does anyone still work in this area

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Post ID: @OP+1eXlUSLE

21 replies (most recent on top)

@3mya+1eXlUSLE
Setting up a computer is not something you should be calling about. This should be a known thing by this point in time. After 40 years or so, its still roughly the same process it has always been. It's basically a super easy jigsaw puzzle.

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Post ID: @3cdk+1eXlUSLE

Tech connect is a nightmare. Endless hold times, poorly trained people who do the same thing over and over, with no solution. I've lost access to a critical program for a month, escalated to someone in India, who IMs me at 2 am. This is how we continually fail, both internally and externally.

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Post ID: @3fyo+1eXlUSLE

“ I remember when you used to be able to reach out on TC Chat and someone had your issue fixed. I guess those days are long gone :(”

I feel it. Lol. I remember the days when our LOB at WF had their own dedicated IT team, who knew our specific products and were a phone call away. Worse case was a few minutes of hold time, or a message saying they would call you back because they were all in a team meeting together. Service and expertise were amazing.

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Post ID: @3hku+1eXlUSLE

Yep getting to experience this myself now while trying to set up a new computer. They send garbage instructions that don't work so that just increases the calls tech support is having to take. I remember when you used to be able to reach out on TC Chat and someone had your issue fixed. I guess those days are long gone :(

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Post ID: @3mya+1eXlUSLE

HR is just as bad. Love when you use the online chats for Hr and help desk and it says you have an 8 minute wait and then it ends up being an hour wait for someone who can't answer any questions.

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Post ID: @2pdd+1eXlUSLE

Tc is complacent. Their thing is to put more folks on the phone yet system updates that are flawed hose devices. Users are id--ts and can’t remember a password to save their life. If we weren’t mostly wfh I would wonder how they get to work or anywhere. There is no accountability anywhere. This has been a dumpster fire. Whatever the leader doing the 30-60-90 day plan to recover tc is a mo--n.

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Post ID: @2pir+1eXlUSLE

@1vyl one of the main problems in tech support is people who coast on being able to google workarounds versus people who can actually research, troubleshoot, and implement a fix. The number of times I had to fix one of my coworkers "fixes" were almost as much work as actual first-time issues.

"Oh thank god, it's you." was a common greeting when I showed up. Seeing the look of relief on their face, knowing that it'd be fixed right, by the time I left? No end to how amusing that was.

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Post ID: @1ifi+1eXlUSLE

I think they train each other on best practices of how to extend an issue without ever resolving it.

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Post ID: @1vyl+1eXlUSLE

Our internal customer service mirrors our external customer service.

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Post ID: @1bpo+1eXlUSLE

Um. Yeah. Wells should definitely try outsourcing to DXC.

THEN you'll have something to complain about.

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Post ID: @1lke+1eXlUSLE

Wells laid off a ton of experienced and knowledgeable people last year as a cost saving thing. Techs and people that had been around for years and knew everything from front to back. Wells has stopped putting value on good support and is content just getting newbies or sending us overseas for help. If RTO ever happens people are going to feel it even more because less techs will be around than before that used to come to desks or help.

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Post ID: @1phn+1eXlUSLE

Outsource to egs and watch it fail. Engineers over there can't even build a sandwich

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Post ID: @1lre+1eXlUSLE

I work in Tech and tech is affected. They have been pulling techs out all sorts of different tech departments since Covid hit, and when the call centers in India, etc... closed. It finally took a few big wigs to complain that waiting over an hour is ridiculous. That got Saul out of Starbucks, who probably yelled at Randy S. who then decided to announce retirement right after he received his bonus. 4 weeks ago, they started hiring contractors to train and start taking calls. The problem is that most don't know how to fix anything and all they do is transfer calls. This mess isn't going away anytime soon because finding anyone right now to do that job is almost impossible. Especially when they are laying TMs off left and right. And you know that the only reason they are now trying to fix this is because Saul was yelled at. He was fine with the wait times as it didnt affect him.

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Post ID: @1qec+1eXlUSLE

‘You heard’ is what Saul said. They will be having server and system engineers start help covering support calls. That is going to go over well….. lol

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Post ID: @bcl+1eXlUSLE

I heard that they are grabbing folks in other areas to help cover the calls. Temporary thing.

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Post ID: @dnl+1eXlUSLE

And calling HR gets the same results. " Your call is important to us, BUT we are experiencing higher than normal call volumes..."

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Post ID: @mfh+1eXlUSLE

Mondays are bad from breakage over the weekend. Nothing to see here.

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Post ID: @asn+1eXlUSLE

In the past I'd have suggested checking EACO, but I find it's no longer accurate.

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Post ID: @buv+1eXlUSLE

probably some type of system issue affecting multiple groups and as such you get a lot more people calling in.

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Post ID: @fyw+1eXlUSLE

We are currently experiencing higher than normal post volumes. Your post is very important to us. Please hang on and a support representative will be with you shortly.

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Post ID: @xke+1eXlUSLE

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