Tech Support. Two North American support centers, now one. 40% of your support during north american business hours had been laid off. Customer complaints have risen dramatically the last two years. North America has not had steady human capital growth in tech support during this time. Volume goes up , yet headcount goes down. Now this. Your wait time dear customer just doubled or worse. Engineers were taking 5 to 7 cases a day, and yes that's a lot , to much considering the complexity of the software and customer environments, the last two days has seen engineers absorbing the cases of the Canadian center, adding that 40% coverage to the work load of the remaining center, massive escalations, and daily volume doubling to tripling, for an already beleaguered team. The headcount and knowledge that was just lost impacts the customers, and further diminishes the brand. It takes nearly a year for a new hire in tech support to on board, train, and become proficient in these technologies. The people hired into tech support on NA, come with years of precious experience from actual IT environments. They come smart and become even smarter. This human capital will take years to replenish. Customers. .. be loud on your customer satisfaction survey about the support and the time it takes to even get to an engineer. Know this as well o valued customer... the engineer is not ignoring you, they have more cases than they can work daily, even if they worked 24 hours a day they could not get to all the backlog they possess . These people care, and each day leave knowing they couldnt service everone in thier backlog. Service now is for those who escalate, involve the field, call the duty managers and get VMware VPs and directors on the line.
As for Premier Services... be wary and thoughtful. Premier Services lacks the depth and headcount to properly function as it's own team. Yet thats the KoolAid being sold as an elixir for the unhappy lot of you. Production support supplies them with daily help from production support. Premier is understaffed and engineers are forcibly moved to Premier Services, against desire, to create a false depth and perception to you that Premier is a must have level of support. This further weakens production support and sadly drives attrition. It's numbing to watch. Thank you Burlington for what you did for all these years. Talented folks like you deserved better.