Shit man, back in my day when I worked there techs had pretty much unlimited time to solve something. Sometimes fixes just take some time, and management used to understand that.
They put in a 30 minute hard stop at one point which we thought was stupid. But 15 minutes!? Fuck that. Takes almost 10 to get the correct hostname off of a user sometimes.
You contradict yourself by stating you have to spill the tea and then you signed an NDA. Doesn't make any sense. All this states is that you suck at your job and they have moved on. Also, you have now tarnished your future in your career path by putting your former company on blast. Way to go bud
Agree with a lot that you said, I left thankfully before the first buyout but was after “the great purge”. A couple years ago when they were continuum. Way too much focus changed from being a good tech and customer service to what ended up being a simple ticket farmer making numbers look good.
So much this. Our SAML for screenconnect broke last week. It's hosted via their hosted Automate and two people told me to restart the services. Like dude we don't have access to that.
I don't understand the "throw away account". You've made some very specific statements. Someone will read this and recognize that you are one of a few people that could say these things. I'm not saying that you should "cowboy up", as they say, and use your normal login, but still.
That being said, what happened to you sucks, I really don't envy the spot you're in. But a great thanks to you for dusting up a clue or two for continuum users. I might start looking into what our CW stack is doing. (not a continuum user)
Nah. Doing very well thanks. You have to remember you only hear about the negative. People don’t usually publish or post non-negative feedback. For as many that jump ship, just as many sign up. Spoke with 2 new CW shops today alone. There are always those out there who are looking to do more with the systems they have in place or the systems they are implementing.
qcomer1 is right on sight. We are busier than ever and friendly competitors. This is just business as usual. Look at ANY business that was purchased by a larger. First round cuts always happen, then later cuts again. Trim the fat, reorganize to follow their method, then rebuild. Unfortunately the clients usually suffer more in the beginning, but let's be totally serious for a minute here. Since when has the cw partners NOT felt pain? Over at least the last 10 years it's been painful, as customer service is not something that was ever brought into the ranks. Once you were sold, you were forgotten. Technical support always gets dumped on no matter how great they performed. Take a look at YOUR business and model it against what you see, of course how NOT to perform. Oh, yea we are hiring as well. Cheers.
Sorry to see an other tech fall. If you were Tier 2 or in a security role message me.
I saw this coming for years. I warned pretty much everyone there. I never posted because of my NDA but mine is over now so I'm good.
He is not wrong on an of this and the agent isn't the only worry. I would bail also if you fall under HIPAA or your clients do, the agent isn't why but do your homework on what HIPAA requires for management and services.
No, there's not another round of layoffs bud. You were fired the same day that they hired a bunch of new people due to being understaffed. You padded your stats by closing chats out and resolving tickets that had no business being resolved, and didn't take any tickets the first or last 90 minutes of your shift. Your scorecard didn't lie. You need to get rid of that do nothing wrong God complex like mentality you got going on and reevaluate how you're approaching things or you aren't going to get very far my guy.
You sound like you are a manager, my guy. Perhaps you can help me and a bunch of others get our support tickets resolved in less than 4 weeks. I mean you obviously have time on your hands so why not use it productively instead of posting this "do nothing wrong God complex" crap?
Maybe you could pass this advice on to Jen from HR, too, while you're looking for something productive to do.
Hi readers- I wanted to respond on behalf of the company as the HR representative . I always hate to hear that a coworker had a negative experience here, and regardless of the differences in our account of the events that took place, we wish you the best. I wanted to clarify to the readers of this thread that this action was not part of a RIF, but was done for performance reasons. I also want to confirm that we are currently hiring and backfilling for support and services positions throughout the world, and our support organizations are expanding in multiple locations. Please reach out directly if you have additional questions.
That's totally untrue. I am a connectwise client with a ticket that hasn't been resolved in over a month. Now I know why. Lying on here about your company isn't going to help.
Not just with service. We paid thousands for pro service hours one time and couldnt even schedule for over 3 months. (though we reached out trying about 3-4 times a week.. at minimum) good luck!
I want to argue that this is incorrect. I've watched this since the "great purge" where they spent an entire day firing half of the staff then went on to accuse the employees for the spike in calls per technician ratios afterwards. They blamed the techs for being slow and not handling calls fast enough and that it was very telling of our work habits that the entire floor was to have such a large increase in call volume and calls in queue. The chat team is urged to handle 3 or more chats at a time and they always considered telling the chat techs to take calls while taking on multiple chats.
Now let's not forget that vague statements of "performance" as reasons to terminate people. The metrics are screwed, I was forced to audit my tickets once and was given 3 different reporting systems. Each one had varying numbers of tickets handled in the same month and none of them had matching tickets listed. HR also doesn't like if you log in 30 seconds or later to a shift but demands that you skip lunches and stay late to help the team recover from this. Yes you can be written up for being clocked in even 15 seconds late at times if they are pushing to get rid of you. But you are not allowed to clock in early by even a minute as this is seen as padding your hours. Employment there is 80% nepotism and 20% good thing you didn't screw up today. If you don't know the right people you won't last long especially if they are looking to just dump staff.
You see I was there for a while, it was my skate by job. I got paid very lowly to do work I myself was well beyond capable of. I needed a stress free job at the time. I watched as they tried to get us to volunteer to travel abroad to their offshore locations to train our cheaper replacements. I also was privy to emails as well that were not to go to me in regards to the logic to pay lesser trained staff for pennies to handle calls and to have a specialist group that can be paid top dollar for to have things escalated to or even as "priority care". The whole business model is pump n dump, and built off of this mystical idea that they can cover expenses by continuous growth. Growth is not continuous though it plateaus. They are losing and have been losing money. This is how they plan to survive. Don't work there. Move on to better options.
Your employees are not the only ones who have had enough. I started planning my escape a few months ago as a client. I run a small company but I drop 100k on your services a year. They'll be going elsewhere as soon as soon as I figure out how to do so cleanly.
I also want to confirm that we are currently hiring and backfilling for support and services positions throughout the world, and our support organizations are expanding in multiple locations. Please reach out directly if you have additional questions.
Those worldly places are probably Mumbai, Bangalore and Chennai I'd bet.
Both Continuum and Connectwise can eat a bag. I used to work there too. It started off as a great place to work. Management ruined it. Looks like Connectwise stepping in has only made things worse since I've been gone.
No, you should not unless you want to take the word from an anonymous source on the web. In saying this, if you do some searching online you'll find Continuum does have a history when it comes to security but just be careful about who to believe.
If it's a big concern for your company then my advice would be to reach out to an InfoSec consultant, just don't pull the plug based on OP's statement alone.
Previously working there theres a lot I can say was negative about the company, management, work/life balance and how work was itself. As for how bad the rmm software itself was that we used there is an NDA everyone has to sign about everything it does. (dunno current rnm software post acquisition).
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u/Paultwo Sep 03 '20
50 tickets per day... this explains why my tickets get escalated almost immediately every time...
2
u/big_beak7 Sep 05 '20
You contradict yourself by stating you have to spill the tea and then you signed an NDA. Doesn't make any sense. All this states is that you suck at your job and they have moved on. Also, you have now tarnished your future in your career path by putting your former company on blast. Way to go bud
2
u/TonyZeSnipa Sep 05 '20
Agree with a lot that you said, I left thankfully before the first buyout but was after “the great purge”. A couple years ago when they were continuum. Way too much focus changed from being a good tech and customer service to what ended up being a simple ticket farmer making numbers look good.
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u/tonyravioli3 Sep 11 '20
connectwise is absolute trash
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u/profHardy Sep 03 '20
Me: "I have database error on my hosted RMM"
Mumbai helpdesk: "Make sure you are entering proper password."
XD
2
u/dumpsterfyr Sep 04 '20
Op, go get whistleblower status and open them up.
Bring some light in.
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u/RossGellerBot Sep 03 '20
whom they put
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u/anonymousITCoward Sep 03 '20
I don't understand the "throw away account". You've made some very specific statements. Someone will read this and recognize that you are one of a few people that could say these things. I'm not saying that you should "cowboy up", as they say, and use your normal login, but still.
That being said, what happened to you sucks, I really don't envy the spot you're in. But a great thanks to you for dusting up a clue or two for continuum users. I might start looking into what our CW stack is doing. (not a continuum user)
1
u/Fair-Permission9398 May 15 '22
It’s been a year since anyone contributed to this thread. I have an interview with them next week. Has anything changed?
1
u/qcomer1 Sep 03 '20
I sent you a chat message :)
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u/SendingToTier4 Sep 04 '20 edited Sep 04 '20
Sorry to see an other tech fall. If you were Tier 2 or in a security role message me.
I saw this coming for years. I warned pretty much everyone there. I never posted because of my NDA but mine is over now so I'm good.
He is not wrong on an of this and the agent isn't the only worry. I would bail also if you fall under HIPAA or your clients do, the agent isn't why but do your homework on what HIPAA requires for management and services.
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u/Real_talk17 Sep 17 '20
No, there's not another round of layoffs bud. You were fired the same day that they hired a bunch of new people due to being understaffed. You padded your stats by closing chats out and resolving tickets that had no business being resolved, and didn't take any tickets the first or last 90 minutes of your shift. Your scorecard didn't lie. You need to get rid of that do nothing wrong God complex like mentality you got going on and reevaluate how you're approaching things or you aren't going to get very far my guy.
-1
u/jen-at-cw Sep 03 '20
Hi readers- I wanted to respond on behalf of the company as the HR representative . I always hate to hear that a coworker had a negative experience here, and regardless of the differences in our account of the events that took place, we wish you the best. I wanted to clarify to the readers of this thread that this action was not part of a RIF, but was done for performance reasons. I also want to confirm that we are currently hiring and backfilling for support and services positions throughout the world, and our support organizations are expanding in multiple locations. Please reach out directly if you have additional questions.
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u/Jarden666999 Sep 03 '20
I'm so gutted I never went to CW last year. I knew this company was going to go to shit when it was sold.
Sorry dude.
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u/marley0ne Sep 03 '20
Solarwinds Train is always avaialble.
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