Curious if anyone else in support feels miserable. What's your experience?
9 replies (most recent on top)
Sad what they've done to that team, decimated. Lots of survivor' guilt over there.
I'd bet that if you asked people from any org at Dell, they'd feel the exact same way as you...
I know it isn't any consolation, but this isn't your fault. The company chose to run it in this fashion. All I can say is, if it is bad for you, try and find something else. You probably already know that. Every part of the organization is going through something very similar to your experience. Although, Support will always be hit the hardest.
If anyone else is listening, if you can, structure your life to live well within your means. Live in a place that you can truly afford. Don't have kids. Keep the car a little longer if it is working perfectly fine. Before anything else, start on the road of keeping as much money in reserves as you can. I am talking 3 years or more. Does it sound ridiculous? You tell me. I know people that have lost a lot by living on the edge of solvency.
Good luck to everyone.
To add insult to injury, support is now part of the ISG. If you compare pay bands between support and other ISG team, support salaries are nowhere near what other ISG teams earn. An i7 in ISG makes more than an i8 in support. If you dont believe it look at any new job posting in ISG org . They started posting salary range
Add in destroying the Dell Ed Services team and our documentation teams and it's a great formula for success. No training, no complete documentation for us or the customers. So how in the h3ll are we supposed to support them? Oh yeah, they'll use AI to get an answer...
Not sure what this company is trying to prove by 'eating the seed corn' but it's not going to end well.
Yep its gotten to the stage now that i am starting to call it what it is with my manager. I simply refuse to lie to the customers and also start fu--ing about in a live prod enviornment i am not familiar with. I am telling customers now i will get you an L2 and be done with it. Any issues with that point me to the troubleshooting training (there is none) No admin access to the labs also... The time has come to just jump ship... Keep in mind my friend these issues are not your fault. This is on the Company, end of.
For me there's one very simple thing they could do to alleviate the misery. Provide actual useful training. Almost every week I am asked to present myself to the customer as an expert for I product I am unfamiliar with. Today I am attempting to assist with a software product I am unfamiliar with (and have been given no training on)that runs on hardware that I am even less familiar with (also no training). Being set up to fail so consistently is soul crushing.
You can’t even imagine how bad things are in the GIST department. On the third shift, there are always thousands of calls waiting. Half of the team is completely depressed, calling in sick every week. We can’t have more than two minutes of after-call, it’s just call after call for eight hours straight without a single break. They don’t even allow us to stay “away” on Teams. It’s terrible, and everyone is suffering a lot. On top of that, there are very few of us working, and they refuse to hire more people.
My experience is that no matter who you speak to in the company, they are all miserable.
Can't even imagine what it's like to add the already miserable tech support org (been there, done that, never again) to the mix of everything else that's happening.