Product quality and support are in the toilet. Yet all Raghu and Sumit can come up with is more virtue signaling from Betsy and Zane by overpaying Eric Holder's BS firm for a corporate culture plan and altering the bonus structure to pad in some fantasy DEI numbers. Jeezus these guys aren't even in the B-Leagues when it comes to executive leadership.
2 replies (most recent on top)
Completely agree. In my role I get a front seat to how overloaded Support is and the natural consequences. The TSE's are the victim of terrible product quality, no investment by VMW leadership, inadequate PSO sales, and a poor quality customer base. Senior GSS leadership and their spline execs (e.g. Pat and team) started ruining Support back in 2012 and it has gotten especially bad since the new exec team took over. PG's strategy of too many scattered acquisitions while offshoring Dev and Support to the lowest cost resources was the perfect way to ruin customer and employee experience. I don't see any way for VMW to recover from this, I really don't. Sad, because this was such a fun company to work for in the early 2010's.
Support is over-utilized, and made to eat sh-t on a daily basis at the whim of any customer-faced employee claiming "escalate". You want to escalate? Cool, take a number please because you're my 3 "escalation" in the last hour. Support cannot magically work faster without things falling through the cracks, thus causing more "escalations".