so we just got a new tech supervisor who said we’re not allowed to do any in-store services on any product if the customer is a TechEasy member. Doesn’t matter how old the customer is or what their situation is they have to deal with it themselves at any cost.
It’s getting ridiculous because when people bought TechEasy, a lot of them were elderly or didn’t even have a proper phone. They want someone to actually go in store and help them fix their computers. Since the supervisor changed, it’s been really hard on all of us in tech.
First off, there’s barely anyone working in tech anymore we all know how understaffed Staples is. Most mornings it’s one person in tech and one on cash, even though we get a huge walk-in.
Here’s what happened yesterday: A lady came in who was a TechEasy customer. Her printer wasn’t printing properly and the device was on her TechEasy subscription. My colleague the same one who originally signed her up for TechEasy explained he couldn’t create a ticket because the supervisor doesn’t allow it. She said okay, but asked if he could at least put more ink in because she didn’t know how. It was an HP Neverstop (the laser one with the vacuum-style ink). She paid for the ink, but when he put it in, it got stuck in the printer.
She told him he had an appointment but would figure it out in an hour and she indeed left it there .( which is wrong i admit). Now the managers are saying we can’t fix it because we’re “wasting time” and not getting paid for it even though we ARE, because she’s a TechEasy member. The managers aren’t aligned, the supervisor isn’t aligned. My colleague says it’s his responsibility since he’s the one who got it stuck, but now they’re talking about just telling the customer to take it home. Which is going to make her furious her printer is basically gone, and she’ll have to take it somewhere else just to get rid of it.
The management is a disaster. The GM just left. The manager doesn’t know anything. Supervisors keep getting swapped out because they’re leaving too. I’m on the verge of quitting myself. Everyone in my store supervisors and associates is just here for the paycheck and looking for another job. They’re only sticking around because they don’t have something else lined up yet.
I’ve been here four years and this is the worst it’s ever been. This is just one example we deal with stuff like this constantly. And one of the biggest ongoing problems is the HOURS. They want us to hit the numbers, do the freights, do everything within an 8-hour shift no matter what. And calling in sick? That’s a whole different kind of pain.
I want to quit so bad. Just waiting for the day I put in my two weeks.
And and yeah Sure, let’s tell the 80-year-old lady to just take her broken printer home ,that’s exactly what she paid TechEasy for