Support Sucks Customer Reviews and Feedback

From Everything.Sucks

Support.com, Inc. is a technical support company for businesses and consumers. It is headquartered in Wilmington, Delaware with an administrative office in Sunnyvale, California. The company's services are performed on Windows, macOS, iOS, and Android, supporting connected and smart devices. These services are performed by the company's remote, full-time workforce based mainly in the U.S.Support.com

A former supervisor shares his experience on indeed.com, "Support started off great but then became a sweatshop. I saw things that I felt were illegal or morally wrong all the time. For example, someone was approved and placed on FMLA and they terminated them for that."

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Current Employee - Technician says

"Complaints from HR about the revolving door of new hires and them not being able to complete the required attendance. Mentioning that funding is being lost because of the revolving door of new hires (again stated by HR) is not something someone wants to here. It makes it seem like the company is holding on by a thread to even stay open and keep people employed. Completely writing off employees that mention anything about attendance policy is also a major issue. Veiled threats of their job security if they mention an issue with the attendance policy doesn't help either. The company needs to rethink whom they have in HR."

Current Employee - Personal Technology Expert says

"As a work-from-home employer, we are very proud to state that the COVID-19 pandemic posed little change for our employees. While we do require a private and quiet work space due to the nature of the work we provide, we informed all of our employees that we would lift the requirement of having children in the work space, we offered to adjust schedules while still meeting business needs, and we offered additional unpaid breaks. We at no time indicated that we would not work with employees who had children in their homes. We have also never stated that employees have not had increases, as we promote 98% within our organization. When we speak about compensation, all of our programs are a pay-for-performance program in addition to our hourly rates. When employees perform well, they have the ability to control how they earn additional compensation through these programs. While we always appreciate feedback, it is a challenge when the feedback is inaccurate."

Former Employee - Premium Service Technician says

"As with all feedback, we do take the time to address all comments and ensure that we make changes when and were we can. We also appreciate honest feedback. We have tremendous opportunities for growth, as we have a variety of job functions, we promote 98% from within and we provide the necessary training for all promotions. While our attendance policy did change on May 1, we also reset all employees attendance infractions to Zero and we removed all existing disciplinary actions. We also set in place a policy that allows and employee to miss 4 days with no disciplinary actions. Our employees have 5 days of PTO, 7 days of Floating holiday and now 4 days to use as this wish, for a total of 16 days in the first year of employment. We feel this is very generous. We have never stated that medical emergencies are not excused, we have a process in place to handle special situations, such as leave, FMLA, ADA, etc. Like all call centers, our business needs change and we do have shift bids. All employees are stack ranked within their department and have an opportunity to bid on the shift that best suits their needs. We do not have Spyware of any kind in our systems. We have a variety of pay scales based on your individual skill set, background and role. We honor our veterans as we honor all employees, and we take special offense to this comment. Again, we appreciate feedback, we make changes based on feedback, but the feedback must be honest. These statements made are inaccurate and in some instances false and damaging to our business and our employees."

Current Employee - Team Member says

"Management insults, harasses and demeans employees; creates a negative and abusive culture prone to sycophancy rather than excellence. Discussions of any issues are met with retaliation and vindictiveness."

Tier 2 Remote Service Technician (Former Employee) says

"wouldn't recommend unless you really need a job, system is always crashing, many problems will occur you didn't learn during training, majority of customer are always angryworking from homepay"

Remote Services Technician (Former Employee) says

"Was ok at first thought I would be working with field techs... turns out I was taking calls from comcast customers... the pay was very low for the job in fact it was just low in general. They fired me because THEIR software had a glitch and I was unable to get unemployment due to the way they let me go actually the worst company I every worked for and I have worked at the dollar tree and as a bus boy for outback even dominoes treated me better.nonePoor communication and lack of value for others"

Support (Former Employee) says

"The worst company. End of story. They dont care about employees and the company was sold and things became worse. Don't work there. You have been warned.NoneEverything"

Remote Technical Specialist (Former Employee) says

"The pay suck, these companies know we should be paid more. They are always adding money to update and add to their companies but they NEVER put that money into their employees that actually take the calls and do the work."

Technical Agent (Current Employee) says

"Horrible hours that change weekly. no advancement. no support from supervisors, little pay for more work. No incentives. All absences even with doctors notes are not recognized"

SUPERVISOR (Former Employee) says

"This company started off great but then became a sweatshop. I saw things that I felt were illegal or morally wrong all the time. For example someone was approved and placed on FMLA and they terminated them for that."

Remote Service Technician (Current Employee) says

"This company sucks. The pay is God awful. Managers are worthless and the company is unethical. They pay you an hourly wage of $9.75 per hour. Managers and supervisors will never help you. They refuse escalation calls. Also the company is very misleading when it comes to 401k and benefits. They won't even match it but yet force employees to pay for it. Don't work here."

Remote Service Technician (Current Employee) says

"This company doesn’t pay fairly for the amount of work you do. If you need a job for a short period while you are searching for a new one, this can be a filler."

Wireless Gateway Repair (Former Employee) says

"Worked there 2 years. Big waste of my life. Just found out theyre not even in the top 100. They judge you based off things they never teach you. They do checks to make sure your saying the right lines every time. The managers listen to your calls all day. Most of the people are less qualified than monkeys. Its ran by Indian people. The problems could be figured out by a five year old but the company is so inefficient with training that everything you learn, you pretty much have to teach yourself. The billing application is a joke. They pay you pennies for work that some people get paid 20 dollars an hour for. There is no going above 11 dollars. Customers are allowed to treat you terribly and you can do nothing against that. You're doing internet support and none of them know anything about internet support. They don't care about you in the slightest they only care if you get a high value for what they call s4x, It's a bad company. 10 out of 10 just look up top 100 work from home companies. Work from one of those. lord knows its not on the list.Can watch movies and play video games all dayno personality. everyone is fake supervisors have no idea what its like to be on the floor."

Technical Support Representative (Former Employee) says

"this job was the worst work from home job ever !!!!!! the training sucks a **! even after 8 weeks... the supervisors are terrible I have screenshots of 67 different occassions no one could help megood job for a prison inmatehealthcare, training, pay, hours, the job overall sucks a**"

Remote Support Technician (Former Employee) says

"I won't lie and say every call you'll take it awful, just a great deal of them turn out to be you taking the heat for someone else lying to get a sale. You'll wind up taking dozens of calls that aren't even for your department, transferring them where they do belong, only for the lazy overseas contractors to dump it back on you again, which just infuriates customers even more. There were some great people on some calls, but the awful ones will ruin your day right away. The pay is minuscule, and upper management (not your direct supervisors) will always favor those lazy overseas contractors, this will be obvious when you have your regular audits, as that's where they're being done from. Also, the calls they take are for Comcast, their reputation alone should be enough to drive you away.Working form home (remote), Some management is nice/helpfulEverything else."

Network Technician (Current Employee) says

"Not very flexible times they require you to take time off or work extra hours at random. A lot of supervisors are not that knowledgable about the job. They have certain metrics you need to meet and usually don't have good advice on how to meet those metrics you have to find out with trial and error. There is no raises at the company. If you have legit medical issues it can be like pulling teeth to get it passed H.R."

Technical Phone support (Former Employee) says

"Restrictions and policies 'over zealously' practiced! God forbid should you have to ask permission for a bathroom break, and if your a minute over , you have to report/email/ to 7 different bosses and supervisors. It is very disturbing how you are given warnings with reminders with threats of losing your job from 7 different supervisors..under those stifling conditions it is clear why the turnover rate is at 82%."

Technical Support Representative (Former Employee) says

"Horrible job! Don’t apply unless you’re really desperate for work. I hated everything about the company. It’s under paid and a extremely high turn over."

Remote Support Technician (Former Employee) says

"The job was fun at first mainly because of the work from home aspect. Even took the lower wages in hope of possibly advancing within the company. That was a big mistake in itself as the supervisor role you still would make less that a front line agent with most other tech support jobs on the market. Then add that there are absolutely no raises ever given and when you ask for one they tell you its against company policy. Yes they do have a pay for performance bonus but earning it is sometimes out of your control based on current call drivers. Training is very limited in what it actually teaches you about the job. It more system prep than anything. Which shows once you get on the job. Your customers will often tell you about how bad the last agent they spoke to was. Also the lack of technical support training/expertise show in actually resolving the issues. A lot of the times actual issues are glossed over as they need to upgrade this or that without actually addressing the problem. Thus greatly reducing customer satisfaction when their issues are not resolved. Sales pitches are a requirement for every call for tech support positions. The schedule you get will have to be bid on every 2-5 months. The bidding process makes you rank which shifts you would like. Placement would be based on metric rank. Which I was told they only change every year or so during my initial training. They justify the frequent changes to adjusting for demand for the customers(Comcast). Even after the bids they would enact either mandatory time off or extra hours. With the changing schedules"

Support Specialist (Former Employee) says

"Call Center environment. Answering calls, addressing customers issues. Management is horrible. Training is a joke. They expect 100% attendance with rotating schedule."

Remote Support Technician (Former Employee) says

"They told you that you were scored on certain metrics but they were not all solid metrics and those who were observing have vastly different opinions, meaning your scores were vastly different and then accused you of being inconsistantno trafficyou were timed to the second and that was a metric you were scored on"

Customer Service Representative (Former Employee) says

"When you're stuck, your superiors never give you straight answers and they always differ. You don't get paid enough to do the job. Everyone expects miracles from you."

Customer Service Representative (Former Employee) says

"I would not recommend this company to anyone. Although their software is easy to navigate the management is terrible; rude in fact. They pay rate is low for technical support. The hours are not ideal either and the days off provide very little work life balance.A jobEverything else"

Customer Service Technician (Current Employee) says

"Avoid this place if you can, unless you know you can get a better job before training ends. The pay never increases, theres very little chance of advancement, and you will more then likely either work for Cox or Comcast, and Comcast keeps making things worse. Support.com is a sinking ship, with calls being back to back all the time, and a huge shortage of workers, with few positions being posted."

Suripat Patsuri says

"Small SCAM company that sells bogus software or non-existant BIOS files. Stay away!"

Peter S. te Cuijk says

"A few weeks ago I bought BiosAgentPlus from eSupport.com. They promised money back within 30 days if not satisfied. Well, I am not satisfied and I have reported this as soon as possible. The driver updates BiosAgentPlus suggested, were mostly older than the ones I had installed (but with difefrent names). The few exceptions all had newer versions on the suppliers site. Most important (and the reason why I bought the product), was the promise that I could get an update for my BIOS (even the version number was provided). I just had to apply for it via a form on which I had to provide the product reference number. Even after repeated recalls, I never heard anything of eSupport.com. I contacted CleverBridge for support at getting my money back and the referred to a web page where I could easily apply for a refund. But this action also lead to nothing. A week ago I gave them three days to comply. No answer yet. My opinion is that eSupport.com is highly unreliable. I regret doing business with eSupport.com. In cases like this, CleverBridge cannot do anything for you."