Quality is not important anymore
Pros
Helping the customer resolve issues that were in essence life altering was great. When I began with the company in 2006 I was impressed by the commitment to resolve the issue and make the customer happy rather than a quick Band-Aid approach. The people that were there had been with the company for many years and it seemed that once you were in you could retire from the company.
Cons
The unfortunate thing with the company is that after the analyst came through and crunched numbers they thought things would be better by being faster instead of being done right. The customers became so irritated with the way that they were treated that they changed vendors. It was so sad to talk to hospitals that I worked with over the years to hear their frustration with the way they were suddenly just a number instead of a person.
