You sell the value of time, yet your processes show a disregard for the value of people’s time.
The time wasting steps required for myself and the mismatched support layers are beyond careless and inefficient.
Support ticket, ~30 mins on the phone, 2 hour video meeting at 4:30am that required less than 90 seconds at the machine based on pressing 1 button and showing the light code.
Your L1 support is unable to do that days earlier? A 2 hour block of skilled man’s time put to that task and apologies…
Then another 24 hours for another department just to “approve” the replacement.
There WAS plenty of time to get a core shipped this week.
A thousand apologies, “escalated”, and “expedited”…
Your brand has cheapened those words and they carry little weight coming from your label.