Getting info from my Xerox Benefits site....
All agents are currently assisting others. Your estimated wait time is 1 minutes and 0 seconds. Thank you for your patience.
Info at 10:58, May 30:
All agents are currently assisting others. Your estimated wait time is 36 minutes and 19 seconds. Thank you for your patience.
No, I’m not surprised at all, after getting home from that flight I did check the web, you name it BBB, Consumer Bureaus all contain the same recent sentiment, specifically regarding Xerox off shore and 3rd party machine support. Xerox’s name has irreparably been comprised. Nothing they create at the new bat cave in Raleigh will ever survive now or stand a chance.
Did anyone expect different ?
Off shoring is definitely not working for document center support, customers are very frustrated, chief complaints are problems are not resolved and extremely difficult to understand the support person. I have no idea where call centers. While waiting for a flight heard a very frustrated executive telling his staff to send the new not functioning machine back to Xerox and it better be gone before he got back. It was
clear to all of us there from the conversation that their support was all coming from off shore. No US technical support
With HCL HR good luck trying to get answers, all you get are partial answers with "we'll look into it"
They assigned a "champion" at each core (they were also rebadged) and that person for no extra pay now has to approve all timecards and vacation/sick requests for all badged employees at their core because HCL couldn't handle it, my coworker has to now babysit "time worked and used" for 14 people who she doesn't even work directly with and she's not even a manager
Then HCL assigned these people to the wrong champion so each person then had to go into the system and request their direct report to be changed
to the correct person and to top it all off HCL STILL cannot get their time accrued and vacation/sick time in the system right, it's borderline pathetic!
There is no way in hell they are competent enough to take on the workload, no freaking way! I am so glad I was not badged over, I have witnessed my coworkers going through thid nightmare, it just s---s!
Our XBS core doesn’t even have HR anymore! And our prez has said nothing about where we’re supposed to go if we have HR concerns.
Apologize for the grammar, in essence 1 800 HR staff is heads above US HR reps, who are absolutely useless. Unfortunately with all the people leaving Xerox, their call volume has significantly increased.
I will only say that I at least when they responded and were diligent is assisting me. Can’t say them same for our regional HR staff in the US, they still responded to an email I sent 4 weeks ago.
That isn’t any different from five years ago.
Service levels have been terrible for years.