RIP tech support, you will get the info this month
24 replies (most recent on top)
100%. It’s either support or Professional Services left holding the bag of sh--e after sales grossly underscopes new storage arrays. That’s what happens when a company doesn’t value technical expertise on the pre-sales side (all the best SE’s jumped ship a few years ago) and has people with no technical background playing the role of a Systems Engineer. I can’t tell you how many times a I’ve seen a bare bones PowerStore array be sold as a replacement for a complex and IO intensive VMAX environment. It’s always a mess…
Any new info?
@1nb Yup. Just yesterday I had to explain to a customer that the sales team's statement of the workload the storage array sales told them would do the job was off by a factor of 5. The crummy part is it will be support that will get the bad customer survey, sales never has to take the heat from their colossal failures.
@1m0 As long as we have sales consultants like you in place to overpromise and underspec the cheapest possible solution to customers, then tech support is safe cleaning upo yo
@1ky You gave the two worst options as examples. Clearly the most complex product you've ever 'diagnosed' is how to change your phone background.
@b9 I was an L2 in Support, a Trainer and a Manager before moving to Sales as a System Consultant many years ago. I DEEPLY understand Support and all of these posts are extremely ignorant. AI Factory solutions that replace support organizations are something we actively sell to our customers. AI is VERY good at support in MANY levels and Support is one of the first jobs that will be heavily eliminated. First time fix, first time resolution numbers using AI Agents BLOW AWAY human support. Stop being stupid and pivot before you get fired.
@b6 LOL. Jesus you are clueless. Pivot before you get fired.
I mean, ChatGPT and Grok are REALLY good at diagnosing issues. Why would we need Tech Support anymore?
Red October is waiting.
Between layoffs and people who left voluntarily we are understaffed. SLA is down, calls holding all the time and probably people who want to take some time off won't be able to. And the follow-the-sun policy gave us extra work, and no more time for followups.
Lol they opened 2 x VxRail reqs today. First they get rid of people then open reqs again wtf
I have the same feeling. Something is about to happen. Our systems are broken and nothing works. Management stopped caring. Customers are suffering and everyone’s ignoring them at this stage.
The VMware team does not really exist anymore. They already laid off a bunch of people from VxRAIL. They are thinning out the herd.
Tech Support here. Lately, not a single week goes by without someone being laid off. It’s hard to understand, especially considering how busy we are, we actually need more people, not fewer. I don't understand what they are trying to do other than pi----g us off.
For my tech support team at least, the bloodbath has already happened. I. The last 2 years we've gone from about 145 frontline support agents to about 60.
@g3 there is more than 1 bloodbath coming for tech support. op either knows or guessed accurately.
OP...make sure you check in end of sept on this bloodbath and provide all the details you won't actually have. You never do. Tick tock...oh and to be super helpful, lll try and remind you.
There is tech support? Not much on the CSG side I can find as a user.
VMware & VxRail support teams are going to get wiped off.
100% accurate. sorry its going to impact many.
CSG, ISG, Dell Badged, Partner Sites? You gotta up your trolling game and actually understand tech support.
They'll completely phase out sales and GIST before tech support.
More BS.
Troll