I am sure other posters will share many examples, and yet the reader will still not be able to grasp the extent of incompetence they are gifted with and waste they lay all around.
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The worst but I hear that really it's not the case, other companies use HCL and they are fine but because we pay peanuts we get monkeys
@r6 We are running out of completely sh-t places to go!
My favorite is when they deem your issue resolved and close your ticket. But they haven't done anything to solve your problem.
Contract is being reviewed again... Won't be surprised if we switch to another MSP (not necessarily better).
One of the biggest pains is dealing with HCL, sheer incompetence, unprofessionalism, and arrogant, lunatic behavior.
I can’t imagine EM could do anything worse than forcing us to work with HCL.
Don't sweat the incompetance at the BTC. AI will replace most IT jobs from India very soon. I worked with the Tech Mahindra crew for 2 years....no offense, but they are a joke. Prime target for AI.
HCL doesn’t just drop the ball, they punt it into another timezone, file a ticket about it, close the ticket, and then when we complain, they tell us to open a new ticket explaining why the ball is missing. They are a true masterclass in chaos-as-a-service.
HCL? What and who is it? Seems like a goner to me!
Think about the incompetence of the ExxonMobil employees in Bangalore. And now think that HCL hires the ones who aren't qualified enough to get a job at Exxon. No wonder they mess up everything they touch.
For those wondering, Exxon has outsourced a lot of support activities to HCL. Stuff like IT access admin/help desk, payables, receivables, cash applications, invoice corrections. HCL has managed to mess up everything they touch.
WTF is HCL?
The incompetence at HCL is staggering. They aren't even doing the basics they were hired to do. Yet, EM keeps sending more work to HCL, despite the fact that they are messing up the base business. It's mind boggling.
@cc ahh. But the GBS exec owners don’t like to show the metrics or have them reviewed. Former Customer service exec a good example (CK). I heard our internal audit asked to see the performance metrics and were told it’s not in scope. Deflect tactics. Overpaid $100 mil to a customer in US and no one picked it up. Customer told us!
HCL thinks anyone knows what HCL is. But we don’t. So how important can it be?
HCL is competing neck to neck with BTC for the worst trophy 🏆 - Exxon is winning!
The only result that matters is destaffing HC10.
All other priorities rescinded.
@cf we shouldn't underestimate how the executives here who make bad decisions typically double down - Spring and QP examples of this... HCL another. As a person who is already full time fixing mistakes, it is hard for me to understand the doubling down. strategy here.
Outsourcing to India is already behind the times: Phone and Insurance companies have brought this work back to the US, targeting workers who want to set their own work times. (Think stay-at-home moms who are happy to pick up 2 hours while their kids nap and 2 hours after their kids go to bed, working from home, part-time, and on a commission structure. The commission is tied to their performance.)
There is huge demand here, both from stay-at-home parents and unemployed/underemployed, and the work product is much better.
I suspect we’ve all noticed this in real life as we call help lines with our cell phones, cable, insurance, etc: 10 years ago, they were all Indians and Malaysians….and it was frustrating - nothing got fixed. I think I even changed providers once, the interaction was so fraught with problems. Now, most of our 1-800 calls are answered by Americans (with some kid noise in the background), and we actually get our questions answered, our bills corrected, and hang up the phone happy. It’s amazing, and it’s what happened when all these service companies realized that outsourcing to India is way more expensive than it appears.
And next is certainly AI, but we are not quite there yet.
For every 2 mistakes caught (by higher manhours from HC10 employees, btw), 1 probably slips through uncaught.
HCL is literally operating the company’s cash register. Just like the grocery store: If they give back too little change to the customer, the customer immediately corrects the mistake. If they give back too much change to the customer, 60% of the customers are quiet, pocket the money, and count their good fortune.
The company should be looking at the total $ value of the error rate that is reported for all payment interactions and then assuming that at least 10% (but maybe 20-30%) of that is losses that we never catch and don’t even know about. ….plus then add the cost of capital for all late billings. ….plus then add all the additional HC10 manhours correcting mistakes (which are so diverse and wide ranging, that there is no chance we can capture them all.)
Yes, clearly there is tolerance for giving HCL time to improve and that is an upper management decision, but I hope we accurately understand the cost of change.
(To a lesser extent, the pre-HCL structure also had mistakes and required oversight. Guess the message is that grocery stores don’t pay rocket scientists to run their cash registers.)
A steaming pile of $#|+ of a company who are slowly draining EM resources all because one executive overrode the decisions of others to allow them to work with us. I honestly don’t know how they are still around working for us. Literally many multi million dollar mistakes EM has had to have them fix.