Consolidated Business & Enterprise Computing Rant Thread

Welcome back.

 

This might out my workplace but, oh well.

I got promoted to a new team with a considerable pay increase... The rant, everyone in my old role just got made redundant in all but the Egypt and India geo. Managers and everything included. The redundancy package is pretty decent but it shows an absolute disregard for the importance of support in the IT industry because the Egypt and India geo staff have huge turnover and very little veteran staff and have consistently offered a pretty poor support experience which is why my team was supposed to be training and helping them improve.

 

Where have I heard that before...

If it's any consolation it's rife in engineering as well.

 

It seems like it's the way, it's just infuriating to see in action.

 

if only the costs of shittier support were as easy to measure as the costs of offshoring things.

 

Really a bit of an FU to the whole company - we're aware that the Egypt and India support teams offer a crap experience, but too bad, that's all that's left now.

You'll have to be very firm on saying no to people who still come to you for support - they'll claim it's just an old habit and they're used to coming to you or some crap like that, but really they'll try to get you to be their personal support so they don't have to deal with the shit that is the offshore support, and if you fall for it then congratulations, you get to do both your old job *and* new job!

 

Herein lies the problem and one of the hallmarks of enshittification.

 

It's ok though because he's getting paid more now.

 

Until enough customers leave and revenue drops because of the support quality zero shall be the number of the fucks given and the number of fucks given shall be zero.

 

No correlation shall be made between the customers leaving and the decisions to offshore expertise to benefit shareholders.

 

Thankfully the new role is a whole different thing, it's in education so it's easy to be very firm on not offering support. Everything now is all project based, no cases, no free support.

Funnily enough, there's a flag that notes if a customer has given a negative NPS score and those flags have been increasing a lot of late.

 

When the customer is cancelling their service and the exit interview happens if they say "because your service has gone to shit since you sent it offshore" then there is. In a past life that's the reason I've given when we have terminated vendor relationships.

 

Has any organisation, anywhere, ever, used NPS to infer that strategic decisions have actually made a difference to shareholder returns? I've only ever seen it used to beat up on low level workers.

 

Yeah honestly... It's probably just going to be a metric to abuse the new support teams for not handling miracles.

 

see if everyone is doing AI - either LLM's or "Another Indian" (aka Amazon Just Walk Out style) - then no-one is doing it, thus the system just works and no-one leaves because everyone is shit.

 

You only have to be faster than one other person and they get eaten by the lion?

 

And your bad feedback that goes against genius management cost saving decisions is ignored in 3....2....1....

 

He's just the 20% in 80/20 anyway

 

*sigh* MS Fabric Data Pipeline trigger doesn't use UTC but local time so a cron job for 8am is now running at 7am because it assumes AEDT not AEST or better yet UTC. Why are clown services so bad.

 

Windows server will save you!