Does anyone know if HMS Legacy Help Desk workers were laid off recently? Extremely long wait times well over an hour and most times they don’t pick up the phone or respond to tickets. You can absolutely forget getting any help on a Monday. The HD support seems to be gone or if you do get someone you then become IT and have to download programs or fix your own problems. They sound very frustrated and aggravated. It all seems very strange.
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That’s too bad, really. I was quite pleased with the HMS IT support I received, when HMS IT initially assumed responsibility for Gainwell, too. I always found them to be helpful.
Couple of issues here. Yes, the team is being outsourced with a few staying on shore for US based help desk, BUT, even before all this, they lost/let go so many people that they were extremely short staffed and that is what led to the ridiculously long wait times. Not that I'm a fan of outsourcing but if the vendor staffs up to handle the calls, maybe it won't be as awful as it is today... or maybe it will be, one never knows.
I can confirm the majority of that team was laid off at the end of March with the rest being outsourced to India.
Gainwell is essentially an Indian company at this point.
Heard it was being outsourced to India. 100% serious. The plan is to keep a skeleton crew of US help desk employees with the rest going to India.