Dear Citrix Customers,
We, the members of support, would like to apologize on behalf of our company and our corrupt Leadership team, Board of Directors, and Upper Management. Due to their mishandling of the business, profiteering, and manipulation in order to boost their own profits, your cases will be delayed. Your cases will not be solved in a timely manner. And your support engineers do not care about you or your case any longer.
Why is that you ask? Because we are overworked and exhausted and have been for nearly 2 years. We have lost people, many, many good people, and none have been replaced; rather our case load has increased. Add to that the fact key developers have either left or been laid off and product quality has significantly decreased, then you will begin to understand the critical nature of our situation which is simply driving more of our best people to leave.
I, like all of my peers, am exhausted and stressed beyond what we can bear and must therefore step back from caring about you and your cases. It is unfortunate, and makes us unhappy because we want to deliver good support, but it is necessary for our mental health.
We used to be proud to work for Citrix. Now it's a blemish on our resumes we cannot wipe away. No, we are not those that were laid off; we are those that are suffering the continual brutal case load trying to give you a measure of support despite the never-ending crushing case load, lingering in the stench of Enron-Level corruption trying to pull ourselves out.
What does management say? We have positions open but they are tied up in finance. Well then, we don't have any positions open then do we? And a couple positions are far and beyond insufficient. We need at least 10 people in my team alone, hired this month, simply to prevent a decrease in personnel due to those already leaving and those who will soon leave. I tell you for a fact every single support and escalation engineer I know is interviewing with other companies, so recruiters, feel free to reach out to Citrix support and escalation engineers, they are looking!
To our customers, I apologize on behalf of our horrible Enron-level-corrupt Leadership, Upper management, and Board. I am sorry your cases will not be resolved quickly, new configurations will be delayed for weeks if not months, and product bugs will proliferate.
In the end, I ask our customers to please not take it out on your support personnel. Realize they are struggling to support you at all, have twice the number of cases they should, have for over a year now, and simply cannot spend as much time as they would like on your case but are doing the best they can with the load they have.
To DH and BC, you are ineffective, corrupt cowards who lack integrity.
Citrites let us demand Citrix guts all the corrupt filth from all levels of the company!
Sincerely,
Your Support Team