#customerservice

Let's talk about what actually happened.

Avaya didn't just restructure. They cut thousands of experienced people — account managers, engineers, support staff — people who had spent years building real relationships with real customers. Not contractors. Not redundant roles. The people customers actually called when something broke or a deal needed to get done.

And those customers noticed. We watched it happen in real time. The calls shifted overnight. Not "what's the roadmap for Infinity" — it was "who do I even talk to now" and "should we start looking at alternatives."

Now there's a LinkedIn post about hiring to sell Infinity. Like the last few years didn't happen.

Here's the thing about trust in enterprise tech — it's not a product feature. You can't relaunch it. It lives in the people who showed up consistently for years, who knew the customer's environment, who picked up the phone. A lot of those people are gone. And the customers they served remember exactly why they left.

BlackBerry had better hardware by the time people stopped buying it. Didn't matter. The relationship was already broken.

We're not saying Avaya can't survive. But surviving and winning back the people you walked away from are two very different things. One is possible. The other takes a lot more than a job posting.

Welcome to Truist, how many money market accounts can I sell to you today?

Another monumental sc--w up from 3M corporate functions - customers affected by multiple divisions with comms sent from some but not others so total confusion amongst our channel. No proposed adjustment on clp so nightmare for customers and trying to push all admin on to them, whilst also not providing any information that they need to make the changes. Way to go commercial excellence team - completely disconnected from reality and the businesses, are we on the business of destroying all of our relationships and everything our sales teams work for, why are you so focussed on sales prevention —YOU ARE CRASHING OUR BUSINESSES SO WAKE UP.

Lowe’s delivers appliance in Region 6 with a third party disaster known as Spirit. Nothing but a bunch of illegals that are apathetic, lazy pos, that play the language barrier card when they damage your appliances, floors, walls, doorways etc. They show up late, unprepared and untrained. Corporate Lowes doesn’t give a rats a-s about complaints, as long as they save paying in house drivers a decent wage and benefits. Everyone needs to purchase elsewhere. Fck Lowes!

UHC is really getting what they pay for these offshore reps. Called in 6 times to get the same rep repeatedly who thought it was cute to transfer me to random departments and even bcbs rather than assist me. Even giggled on the phone about it.
Since I’m a former employee and I know UHC higher ups read these posts. I hope your company sinks and every single one of your state side employees(that you have left) find a better and healthier company to work for.

Sysco is eliminating all specialty customer service roles and shifting that work to another company they used before, Cognizant in April. Customer service reps get to keep jobs but with Cognizant as employer.

On paper, it might look like a cost saving move. But anyone who actually works in specialty meat and freshpoint knows the reality: this isn’t just “customer service.” This is product knowledge built over years. It’s understanding cuts of meat, sourcing, seasonality, substitutions, and how to guide chefs and buyers when something goes wrong. That kind of expertise doesn’t come from a script or a short training cycle.

Now the same people who built that knowledge are being asked to transition into roles where they essentially transfer what they know, only to see those jobs eventually moved to lower-cost call centers or AI. Just to save Sysco a few bucks. Clueless sysco higher ups! Specialty customers aren’t looking for generic support. They rely on relationships and expertise. When that disappears, so does the value that made the service “specialty” in the first place. Our prices high and we justify by saying look at the expertise and experience we have to offer that makes up for it. Our competitors must be jumping for joy at how much business coming their way.

Got called by a scammer (tried to fake local accent but was unsuccessful). Said from Wells Fargo Fraud department. Wanted my credit card number to validate I was I and said had two flagged charges - one from Ama....on and another from overseas.
Long story short, during the conversation I gave scammer fake CC number. He stated this was not the correct one. The scammer had my mailing address, and the first 6 digits of my CC. This is concerning. So I afterward called Wells Fargo from the 800 number on my CC. Explained to the banker on the other end what had happened. He started laughing and said, ok why are you calling us? I stated because scammer had a lot of my ID info and that my CC was likely compromised. I said how is it that a scammer can - IN REAL TIME - validate my CC? Clearly they were logging into Wells Fargo somehow and validating. Banker said "we don't care about them, we don't have enough manpower to follow them, all we care about is you". So I gave up and asked my account be flagged as compromised - he generated new CC request for me and that was that.
However - since when does WF not care they are allowing scammers to attempt to take control of our accounts? It was the most amazing (not in a good way) conversation I've ever had with Wells Fargo.
And for this guy to state baldly "we don't have enough manpower" was absolutely concerning.
This is what you get when cut cut cut is the mantra. Customer service? Seems to be trending down.

Both sites are filled with complaints about denied claims, inabilty to understand customer service agents, and poor service from Centerwell pharmacy and inability to get resolutions of complaints. Not that C-suite cares but they should care about retention of members. Or has Rechtin forgot that without members Humana doesn’t exist? I would like to see our retention rates before he came on board compared to now. Rechtin needs to go. The rodent needs to go.

HP has spent years testing how much friction its customers will tolerate — DRM-ink cartridges, firmware that blocks third-party supplies, and a CEO who called non-subscription customers a "bad investment." Forced wait times fit the pattern: treat the customer as a cost to be minimized rather than a person to be helped.

https://boingboing.net/2026/03/20/hp-made-support-callers-wait-15-minutes-on-purpose-even-when-agents-were-free.html

What does the future look like for the thousands and thousands of agency staff who have made Allstate their career? With the numerous changes coming to the EA in 2027, is an agent expected to just lock the doors should a customer walk up or refuse mail that may look like a payment? Has anyone thought this through? How will this be communicated to customers?

Poorly run organization?

Unfortunately, all of these RIFs that are removing the actual people who do work and care, are going to negatively impact customers. Humana's biggest issues were they denied many claims and provided terrible customer service / digital experiences. This will only continue and get worse! The Digital products are horrible - they are not user friendly, perform slow, look as if people new to "digital products" are working on them! And, customer service is impacted - if they can't find what they need on digital products, it goes to the 800 number. Customers are dealing with their health - so, they need caring people to work at Humana, well and knowledgeable. In the Digital area, it seems they don't care and definitely have no experience or knowledge! I feel so for the customers - they will have a terrible 2026!!

The new wireless 2.0 Wireless plans are suppose to the best since sliced butter! OMG, what a joke, confusion and more trying to use them in OPUS for sales! Then consumer looses money if they have trade and don’t go to higher plans! Boy oh boy, over seas call centers gonna be over loaded‼️

Is anyone else receiving marketing emails (who is not a customer) and unable to locate an unsubscribe link on the email? I have been searching and cannot locate it anywhere. I closed my accounts quite some time ago and still getting spammed. The fact that I don’t have an option to unsubscribe is bugging me. Does anyone know how to stop the spam?

In 2024 Canon USA and Canada reduced workforce by roughly 14%. Melville and Boca saw a reduction of almost 150 employees. A North American wide restructuring.

In January 2025 CUSA and CSA merged.

March 2026 Canon USA announces new Americas Wide Production Print

Present Day, two years later. Most jobs eliminated have been restaffed, hiring is on the increase again. Almost a ditto of the COVID layoffs and then restaffing leading up to the 2024 RIF.

Revenue from sales is still below pre covid 2019 levels, staffing has increased, customer service and product reliability are still subpar.

Disparity between OCe management and Japan management still exists, BOCA management and Melville management at all time division.

Americas production print still not offering all the industrial equipment that the rest of world already does, a repeat of 2020 management.

Has nothing changed over the past 6 years. Will 2026 be Groundhog Day all over again?

Is it not obvious how siloed the company continues to become. No, I don't work for Canon, nor do I have any ax to grind, just stating the outward facing facts and observation. Where are the gains from all the restructuring from 2020 to 2024 to 2026?

I write this as a user of QuickBooks, not as an employee. I'm an accountant. QuickBooks has been my lifeblood. Over the past 5 years, this software has been absolutely destroyed. What was simple has become complicated. What was efficient has become slow, clunky, and unresponsive. The A.I. features are an absolute joke, introducing so many errors that have to be manually fixed. The interface screen used to so intuitive, but is now a confusing mess. Function buttons that were on the front screen are now buried under 3 levels of menus. And glitches... now so many glitches. Transactions are lost. Saved items miraculously disappear. Many of my clients have experienced payroll tax issues.

You can tell the coding was outsourced to engineers in India. Total cr-p design.

Customer service is an absolute joke. Foreign people who can barely speak english reading canned responses from their "Intuit Customer Service Book".

This company is going down. They destroyed a great product. Outsource your engineering to a 3rd world country and you'll get 3rd world results.

Verizon is trying to improve every place possible but how about customer experience ?
That team is really bad and they do not want feedback from anyone. They think they really know it all. There are so many of them

As an employee, I can’t even navigate cleanly and find anything I am looking for. Trying searching for simple things on web or app.. totally irrelevant search results..
it is generating negative NPS when people can’t complete simple task online in this day and era..

Capital One is frequently described in employee reviews as having a high-pressure, "toxic" environment characterized by intense micromanagement, strict metrics, and a "hire-to-fire" culture, particularly in customer service and tech roles.

I work in the Service Division, assisting the branches. I want to let you know what is going on. We are all being cross trained on almost all service areas. We were told that it would be a topic or two. They keep adding more and more subject matter in a short amount of time. The training is very minimal, there are a lot of gaps in the training in which we are expected to figure out on the fly when we get a branch call.

I hear the branch team’s frustration when they call in. They are getting transferred around because associates do not know how the answer the question nor the best area to transfer the call. Most of us are doing the best we can with the minimal training. Many of us are SMEs in one area but now are trying our best to answer calls in a totally different area.

This isn’t fair to the branch teams at all. I thank those at the branch that have been patient with me, it really helps to get through a stressful day. I’m sorry the branches are going through this.

this happened to me with Wells Fargo and I decided I had to break up with them after half my life banking with them. my conversation with customer service was hilarious though:
WF: can I ask why you're leaving us today? me: your interest rates are making me broke WF: I can totally understand that. let's continue with your cancellation

Pattern recognition exists.
Why have a random CSAW right before every 'reorg'?

A ca--abis company is eliminating jobs. Dozens of customer service positions are affected. These layoffs are occurring at a Clearwater call center. The company is described as a ca--abis giant. This constitutes a mass layoff event.

Clearwater, Florida

https://www.bizjournals.com/tampabay/news/2026/03/04/trulieve-clearwater-call-center-layoffs.html

Ok, what is going on? It still pulls in suspended DL licenses on random people that have verified active licenses, changes coverages randomly at binding, price randomly changes when quote is opened the next day and other glitches.

Support continues to just say "working as intended" "nothing we can do".

Who in the world creates software that cant be be overridden by an admin? For instance if a DL is obviously not suspended because it's active on the DMV website.

Here I am again... Stuck waiting on chat for 30 minutes. I'll probably be told again that "theres nothing they can do..."

With the implosion of the FIS contract handling the TA known as Project Condor, the take back of CS will be completed soon, date uncertain, due to the remaining Retirement and Shareholder skills being serviced at FIS until after the tax filing deadline. They are waiting to be notified by FT that they have the staffing trained up to take all calls. So far, they don't. The panic is spreading, hiring has been haphazard. Workday's AI tool has not been successful in capturing the applications of all tenured staff wanting to come back. Many have received rejections. Managers do not have the capability to retrieve their applications leaving many in limbo. The entire five year drama has cost FT highly experienced/knowledgeable staff to other companies. A TA that was operating efficiently was outsourced to save money. The whole thing is FUBAR.

I fell down a rabbit hole the other day. I was reading customer reviews of Computershare. Gave me nightmares and PTSD flashbacks of working in Global Payments at BNY.

How can companies with such poor customer interaction and lack of knowledge still exist?

Just wondering what the goal is of McKinsey and co to destroy employee good will as much as they can.

Every person who takes pride in their work learns to not only stop giving a sh-t, but extract as much as they can from the company out of pure spite. Every department has people deliberately making mistakes and slowing procedures down out of PURE SPITE because they hate this company.

When you first start, you wonder at the incompetence of literally every team around you, but then you are adopted into the culture. The culture is: Smile while doing everything possible to make the company worse and the people around you’s jobs harder. This a joint effort, and eventually you fall in line.

Senior leadership is involved in this joint effort, they pass down initiatives that they know will fail with a smile and a song, and everyone nods enthusiastically, with the same smile, and the grunt employees smile a painful grimace as they purposefully make the process even worse than it would have been initially out of pure spite. But they are still smiling, that’s the important part. Their middle managers get their bonus, the senior leaders get their bonus, everyone smiles and money flows, wasted on infinite vanity projects and processes that don’t work.

Had you asked employees who do these processed day in day out if they might work, they could have told you from the beginning. But these employees likely did express concern at one point, years ago, and learned that that is NOT the Schwab way. The Schwab way is to keep your mouth shut and smile. Everybody knows they don’t work, but that is not important. What is important is that you smile some that whichever C-Suite gets applauded for fudged numbers from their vanity project.

I don’t know how clients think our customer service is wonderful. Everyone I talk to hates their job and is confidently incorrect. It takes me, on average, 10 hours of extra work a week to fix simply mistakes made by other department. I can call five different departments and receive 5 different answers. I don’t blame them, Schwab provides no training (too expensive) and no motivation. Hurting the customer and internal business partners seems to be the only way to lash out at the company that clearly hates you.

Citi former employee here. There is an error on my W2, which prevents me from claiming local tax return. Anyone can give me a Citi phone number I can call to correct this? very much appreciated!

and the topic of work came up. I admitted I worked for Wells Fargo. The first thing - and I mean THE FIRST THING one of them said was "they have horrible customer service and I won't bank there".
Now I admit I was a bit taken aback by that statement. I've been in some of the branches around here and they are pretty good, having been renovated and refreshed.
But then I thought to myself about all the cross-selling and accounts scandals over the years and it struck me. WF so seriously damaged their brand with those scandals (that we employees lived through btw) that memories are long and I don't think WF can do anything to fix it. I mean, if the first memory that surfaces is bad, in just a common conversation, what does that say about our employer?
Refresh the branches all you want, it won't help change people's minds.

No company is perfect.

But as a customer of Progressive for 26 years.

This is what sets them apart.

Excellent customer service overall, and recognition of tenured customers (clients).

Their website is excellent for customers also, my home; and auto policies; are both there.

If, and when; I need to call them; and need to speak to a live person; I am immediately bumped to the front of the line.

They also take care of my policy in regards to overall cost.

Not sure how State Farm does things, but wanted to mention.

Customer service call volume is extremely low. Any other departments experiencing this?

Does anybody know if the customer support teams will survive these layoffs and if so, which regions are most likely to be safe?

I have heard multiple rumors and it‘s not looking promising. My manager in support keeps telling me everything will be okay, only if I start my shifts early and finish them late, then it will increase my chances of survival.

Is my manager taking advantage of me?

This is more for my CSG folks but holy fu-k I audit csg chats and calls from time to time and global agents/managers need way better training! From the lack of being able to follow simple articles and policies, to telling clients promises that cant be done, and managers just ignoring any escalations, Dell support is just fu--ing terrible! Literally just saw an agent trying to help client fix her canon printer on a live audit. Stupid!

My focus is now about my unachievable target! Sales isn’t about resolving Premier Page issues, customer self serve tickets not being addressed, accounts going on hold due to outstanding invoices. Dell always goes cheap, re-employ staff to free up Sales to Sell. Pretty fu---n simple!

How are we going to 'delight the customer' if our customer service is horrible?

Has anyone heard about whether Band 1/2 Evernorth/Carenav analysts (customer service) will be impacted by the layoffs?

i walk in, log into MS Teams, and talk to people who are halfway across the world. i don’t even know what they look like, and most of them are contractors

Is proclaim facets or any of the customer service agents being laid off?

So....what's up with SalesForce being down part of the day? Clients calling in and couldn't even help them because we couldn't see their accounts....