@jy This is a toss up... After my last experience with Erica which led to nowhere getting my problem fixed, I spoke to a live person after lengthy hold times. The person could have been off-shore support, but not sure these days. When BofA updates my laptop, the update should be incorporated into Erica IMMEDIATELY to convey any issues that may come up with SOLUTIONS. I do not have the time to troubleshoot nor be the QA for updates. I do not get paid enough for that responsibility.
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It has all degraded throughout the bank over the past 5 years. All outsourced to cheap lousy vendors.
@gn Erica is more clueless than the off-shore support.
Erica out performs most of the offshore tech support.
Everyone in Plano is clueless.
Not in Plano. the Tech Connect folks are great.