I was on hold for tech support for almost a whole hour.
The rep did not know how to answer my question.
I figured out the answer myself and took control of the mouse. The rep got mad and hung up on me.
What is going on with tech support? Has most of the department been let go?
Honestly, if ever a bank needed to completely outsource their technology to an IBM or other provider, it is us. We are simply decades behind in every aspect. We all focus here on issues with apps, desktop tools and other ancillary off the shelf software but our real issues are with our archaic business supporting applications. It really is time to shrink the bank by selling off lines of business to Fintechs.
We just do not have any technology expertise to be competitive. We are bagholders for the 3 corruption eras and the lack of investment in modernization.
Probably because they pulled the FTS techs off phones. When covid happened the FTS techs that would help us in person/tech express were thrown onto phones and TC chat to help. They are generally way more knowledgeable than the level 1s or offshore folks. Maybe getting ready for RTO? Bad news there too, they laid off a bunch of FTS techs too so they won't be there in person either to help when RTO finally happens. It seems skilled IT isn't valued and they are OK with us just calling in and hoping we get a good roll of the dice.
Actually i asked Tech support after my hour wait. He told me they shutdown the office in Philippines so there you go. Off shore got shutdown.
Calling tech support has always been a last ditch desperation play for me. The seems to be fairly good years ago, but it’s usually just a waste of time these days.
In short:
certain seems like it. I was using TC chat the other day and rep could not solve my issue so opened a ticket. Got an email at 8 PM saying "your system issue is working as intended and there is no work around" and he marked my ticket as completed before I could respond.
We heard that the SNOW rollout was overly focused on the techical challenges of getting the software installed, and they didn't pay enough attention to the people and process stuff. What happened is that the support people just kept using the same old PAC2K processes, but shoehorned into SNOW.
Turned into a bit of a train wreck.......
One person said "You can't fix a broken car by slapping a fresh coat of paint on it. It's the same thing with Service Now and Pac2000".
We heard that the SNOW rollout was overly focused on the techical challenges of getting the software installed, and they didn't pay enough attention to the people and process stuff. What happened is that the support people just kept using the same old PAC2K processes, but shoehorned into SNOW.
Turned into a bit of a train wreck.......
One person said "You can't fix a broken car by slapping a fresh coat of paint on it. It's the same thing with Service Now and Pac2000".
I waited over two hours and got someone who didn’t speak English. Yeah. This is working great
If by 'let go' you mean moved from the states and Philippines to India, where service levels have totally cratered....then yes.
@vbk+1elzzzQr
That is the main solution, yes. You have a self provisioning tool you should be using to remove the app and reinstall/encrypt the app again. There isn't much they can do in app.
Unfortunate, TC Chat used to be really great service.
I actually have a folder now for client complaints on service issues as there are so many. I call an internal-only number for questions on client accounts and get a voicemail that everyone is busy and to call back. We are destined to create more regulatory issues as leadership continues to dismantle internal support infrastructure to save pennies in the scheme of things. This penny-wise pound-foolish approach became embedded after the financial crisis, permeates c-suite thinking, and is the cause of many of the issues WF currently faces.
Our internal customer service mirrors our external customer service.
I recently had some problems with the iPhone apps for HR and called tech support. After an hour of hold, I was told that I need to connect with iPhone support where I was transferred. Another hour+ of wait, and then the support's only resolution was "re-start the iPhone" and/or delete and re-install the app.
A colossal waste of time.
1 hour, that's lucky. Some are waiting 2 plus hours depending on the day.
Wow this post has been up a whole 3 minutes and no one has commented “Tech is infected” yet? Someone is slacking