DecisionOne

www.decisionone.com
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DecisionOne Reviews

Updated February 2, 2015
Updated February 2, 2015
75 Reviews
1.7
75 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
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Nick Sharma
34 Ratings

Review Highlights

Pros
  • Work from home and self managed (in 4 reviews)

  • Support staff was excellent and customer service was a top priority (in 3 reviews)


Cons
  • No raises for past 4 years and nothing tells me that's going to change (in 17 reviews)

  • Cost of living going up every year, and pay going down every year (in 5 reviews)

More Highlights

Employee Reviews

Sort: Popular Rating Date
  1.  

    Stay short time

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support in Bloomington, MN
    Former Employee - Technical Support in Bloomington, MN

    I worked at DecisionOne full-time (less than a year)

    Pros

    Flexible middle management, good employees working there (2011)

    Cons

    Terrible technology (usually outdated by more than a few years),

    Advice to ManagementAdvice

    don't know enough about the top end to really suggest more than invest in better tech.

    Doesn't Recommend
    Negative Outlook
  2. 1 person found this helpful  

    Think Twice !!!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at DecisionOne full-time (more than 10 years)

    Pros

    I worked for D1 for nearly 18 years. When I began it was challenging and rewarding.

    Cons

    When D1 started having financial problems all salary increases ceased. My last 14 years with D1 (no increases for 14 years) were nothing more then day-to-day struggles and worries. It was a job is all it came down to be. Benefits were being cut year after year, vacations were limited to 3 weeks for all employees regardless of years of service. I HIGHLY recommend anyone considering employment with D1 to think twice, then move on.

    Advice to ManagementAdvice

    GIVE UP !!!

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  3.  

    Fine until the layoffs

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Field Service Representative in Malvern, PA
    Former Employee - Field Service Representative in Malvern, PA

    I worked at DecisionOne

    Pros

    I met good people there. Most mid-level managers had a good understanding of how to run a department.

    Cons

    Nepotism and favoritism was evident.

    Advice to ManagementAdvice

    Upper management needs to concentrate more on giving their mid-level managers more resources.

    Recommends
    Neutral Outlook
    No opinion of CEO
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  5. 2 people found this helpful  

    Got off before the whole ship sank

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Field Service Engineer in Springfield, IL
    Former Employee - Field Service Engineer in Springfield, IL

    I worked at DecisionOne full-time (more than a year)

    Pros

    Direct supervisors as well as fellow field engineers and front line parts staff are all very helpful

    Cons

    Please describe the primary reason(s) you are leaving your current position.
    This is the ONLY time Decision one EVER asked the opinion of an employee and it was during an exit interview. And since I know they don't really care thought I would share it here for others to read. Stay away from this place it's a sinking ship.

    I am leaving my current position for a multitude of reasons. First being the lack of job security that I feel there is in the company right now, every week I hear about another round of cutbacks due to “Cost Cutting” measures. The second reason, in two and half years despite my work load increasing, my certifications increasing, the demand to have more security clearance and background checks ran for them, I have not received a single raise or even an evaluation for one. However during that time I have received a cut in pay due to losing the first and last half hour of every day I work driving to sites from my home, which is my office since it has my computer that I work from, my tools that I use, my printer that I print D1’s return labels on, etc. But apparently whatever mile marker on the highway I am at, at the thirty minute mark is my “office” and whatever mile marker I am at on my return trip which is thirty minutes from home is also my “office”. Also despite the rise in fuel cost two-hundred and fifty miles of travel that I do for the company is also taken which impacts my cost, and mileage is no longer figured by address to address but zip code to zip code which do not take into account construction detours, or the fact that a zip code covers an area and sometimes the call is in the furthest reaches of that area.

    Please rate the following aspects of the job you are vacating. Use the 1 – 5 scale below.

    Workload - 2
    When I started there were two people we cover a very large area with multiple clients in vastly different support roles, I am now required to cover that area as well as a recently expanded area due to cutbacks by myself. This equates to nearly 1300-1600 miles per week (before the 250mile reduction).

    Salary - 1
    No raises in over two years, and essentially a “cutback” in salary due to policy changes for “Cost Cutting” measures.

    Working conditions - 2

    Tools and equipment provided - 3

    Training received - 2
    There was no training program, there is documentation for every client and some of that is lacking for content and many times documentation and even procedures were update or discontinued without prior knowledge.

    Co-workers - 4
    In my time at D1 I met only one co-worker xxxxxxxx, he was a huge help and even continued to be after he left the company if I had a question to which no one else had the answer.

    Supervision received - 4
    When I started my supervisor was xxxxxxxxxx, he was amazing and still is, he was always there to answer the phone and provide whatever help he could and direction he could give when needed. I was then transferred to xxxxxxxx during the first round of “Cost Cutting” measures, and I didn’t have much interaction with him, but what I did have I can say was very good. My current supervisor xxxxxxxxx is an over worked under appreciated dedicated Lead who has taken on the role of a Tech and a manager and yet he always answers the phone or calls back when he is called. He was one of the only reason I had a hard time deciding to leave the company.

    Level of input in decisions that affected you - 1
    What input? Most of the time especially during the Rooney Era, policies especially those affecting technicians in the field and more importantly the money we spend to do our jobs (phones, gas, tools, travel, etc.) was not discussed but more edicts were issued and demanded to be followed without question and without delay. And should you chose to question or delay those edicts always included a “kind” seek work elsewhere tone.

    Recruitment process - 2
    I have very little experience with this process; however after over six months of looking for a replacement for Daryl, I was informed by my Lead that due to “Cost Cutting” measures his position would not be filled. So what experience I did have was not very successful.

    Training opportunities - 1
    Limited, I asked multiple times about becoming Toshiba certified it seems no one that was asked had any idea of the exact procedure to go about it. There were also times when it was asked of my Lead to find someone to get Epson certified, but due to “Cost Cutting” measures and my absurdly large territory there were no bodies to cover the area to send me to class and thus there were no opportunities. Instead most of my training involved taking test on products that I may or may not ever see in the field and getting certifications on them blindly while the real companies need went unfulfilled.

    Career development opportunities - 1
    While D1 may have been a place to build a career at before it is not that place anymore. People like xxxxxxxxx and xxxxxxxxx were given the option step down from management and return to the field as a Lead Field Service Engineer or seek work elsewhere. That is not development but instead regression.

    Employee morale - 1
    From what I can gather from reading angry emails and what I could gather from the few technicians I spoke with and the few people in a “Corporate” position who worked in the office morale couldn’t be lower. For all the above reasons, and I am sure many more. It was one of my key reasons for leaving.

    Fair treatment of employees - 1
    I won’t write a long paragraph here what I will say is see above.

    Recognition for a job well done - 1, This is the rating I give to upper level management - 5, This is the rating I give to my direct supervisors.
    I gave two ratings on this one for upper level management who was always quick to send out a “you screwed up message”, and equally slow to send out an “Atta boy”. However my direct supervisors have never had that problem always recognizing my good and bad equally and never focusing on one over the other.

    Cooperation within the company - 1
    What cooperation? When the “Cost Cutting” measure started we switched from higher quality OEM parts to lesser quality refurbished parts. Those parts broke more frequently or were DOA more often than the OEM ones and thus led to more frequent return visits or visits to the site to resolve the call the first time; however in an email we were told how amazing the “Cost Cutting” measures were doing in the Parts Department. While that sounds great I wonder at the same time how much extra cost was added to Logistics, Labor, and the technicians cost of return visits. But it would seem those didn’t matter at least to parts. How is this cooperation?

    Communication between management and employees - 2
    This is a two sided issue as management is two sided, the communication between my direct supervisors was always good. However upper management the information always seemed to be one sided we listened they ordered. There was no real productive communication.

    The company’s interest and investment in employees - 1
    This one is very easy for me in my tenure I have seen or heard of multiple technicians either leaving or being let go due to “Cost Cutting” measure or due morale. The prime example I can give is xxxxxxxx he had 26 years on the job at D1, he was Epson certified, he was Toshiba certified, he had every government clearance that D1 requires. And after all that and all that time, a competing company recruited him for more money with less travel and D1 just said “Are you sure you want to leave?” If that is your employee retention for someone with all the aforementioned qualities I can only imagine how little you care about someone like me.

    Commitment to customer service - 1
    You claim that all the “Cost Cutting” and restructuring and call management or service event management or whatever name you want to give it, is for customer service and quality. I can tell you from being “on the front lines” my customers are less satisfied and have received less quality of service since the implementation of all these measures than they did before they started. There have been instances where DAYS have gone by because SEM can’t reach a customer due to the nature of the site they work on, things that I am aware of and that I would treat as a “Just Go” site or in some instances I am on the site for another call but have no knowledge of the call that SEM can’t reach the EU on. But because of the changes the customers go in some cases up to a week before they hear or see me, and then I am the bad guy for taking to long. Or when SEM orders a part for the call and it is the wrong part to resolve the call, or the wrong printer or the wrong address, but when you look at the call notes it’s always the same “Verified all information”. Well it is this service, quality, and excellence that have left a bad taste in my mouth and was another reason I ultimately left the company.

    Concern with quality and excellence - 1
    See Previous Rating and Questions as you cannot have quality and excellence with bad customer service.

    What do you consider to be the biggest challenge D1 now faces and needs to overcome?
    D1 needs to get back to basics they need to abandon the attempts at reinventing the wheel and they need to focus on their customers and their employees. Because when you have happy customers and happy employees you don’t need to focus on “Cost Cutting” measures as the business will come to you and the cost will cut themselves to do an increase and gross income.

    What, if anything, could have been done to prevent you from leaving?
    Changes to many but certainly not all of the things I have listed in the very detailed interview would have led to me staying. But namely morale, care for employees, and actual input on decisions that affect me the most.

    Advice to ManagementAdvice

    Listen to your employees, especially the ones who actually interact with the customers on a daily basis. And by interact I don’t mean spend a minute or two on the phone with them I mean the ones who actually physically see the customer, hear their complaints or compliments. Focus on people who know the service field and not just how to get a certain number on the bottom line. Lastly instead of sending out an exit interview asking all these questions how about asking them on a regular basis, because I think in an anonymous environment you would be truly shocked with the answers you get.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  6. 2 people found this helpful  

    Unsure of how they are still in business

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical - Anonymous in Buffalo, NY
    Former Employee - Technical - Anonymous in Buffalo, NY

    I worked at DecisionOne full-time (more than a year)

    Pros

    Immediate co-workers were great, really cared about the job and their customers

    Cons

    Where to start? Management/sales make horrific, unsupportable deals which lose money, yet they aren't fired while regular, productive and knowledgeable workers are routinely laid off. Excepting senior management, no one has had raises in decades - and I'm not kidding. Senior management rarely, if ever, communicates to the worker bees. No company org chart exists. Training is poor, if any is available. Executive management uses fear to "motivate" employees, really classy bunch of folks. No career path here. Benefits are sub-par. Company CRM application, Astea, is beyond terrible, but executive management will fire you for making comments about it. Field engineers, the backbone of the company, routinely lose money traveling due to the substandard mileage reimbursement rate. They're the most important part of the company, but one of the most abused employee groups I've ever seen in my 30+ years in this industry.

    Don't work here - trust me, you've been warned.

    Advice to ManagementAdvice

    I'm sure they don't look at these reviews, nor would they listen to any recommendations (hey, I'm a MBA and know everything!) but I'd like to congratulate the executive mis-managers for running a once excellent company into the ground. Do as you are doing, take your high salaries while you can as you continuously ruin careers with random layoffs. Hopefully karma will repay the favor to you when the company folds and you are exposed as the frauds you really are.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7. 2 people found this helpful  

    distressing, confusing frustrating, depressing

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Senior Field Tech in Tulsa, OK
    Current Employee - Senior Field Tech in Tulsa, OK

    I have been working at DecisionOne full-time (more than 10 years)

    Pros

    most of the field techs are of high quality and have a lot of integrity

    Cons

    Purchased by Glodyne from India, they thought the knew how to run a company the size of Decision One but haven't a clue yet how bad they are at this. No pay raises, the amount reimbursed for using personal vehicle is below the industry standard. I never thought of being part of a union until recently, if only for the reason that we have power with numbers and can go on strike, to force management to wake up.

    Advice to ManagementAdvice

    wake up and treat the employees like you would like to be treated yourself before someone goes postal on you

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8.  

    You are a number

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at DecisionOne full-time

    Pros

    Exposure to a lot of different platforms, if you get the right assignment

    Cons

    keeping a positive attitude despite the lack of financial compensation

    Advice to ManagementAdvice

    Treat you employees with respect, don't avoid reviews just because it makes it easier for you to avoid being justified by lack of financial compensation to your employees.

    Doesn't Recommend
    No opinion of CEO
  9.  

    frustrating

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at DecisionOne (more than 8 years)

    Pros

    The people, good decent hardworking people.

    Cons

    Company is hostile to sales force.

    Advice to ManagementAdvice

    create a truthful management style. stop trying to rip off employees.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  10.  

    Filled with Unrealized Potential

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Senior Sales Executive in Philadelphia, PA
    Former Employee - Senior Sales Executive in Philadelphia, PA

    I worked at DecisionOne full-time (more than 5 years)

    Pros

    The Company got behind real opportunities

    Cons

    Changing comp plans and limiting payouts at will to accommodate senior management quarterly profit margins
    Making sales people fiscally responsible for operational cost inefficiencies
    Constant layoffs to meet financial targets while overburdening the surviving employees
    Constant turnover at senior level and lack of direction
    sales prevention from at the CIO level

    Advice to ManagementAdvice

    invest in the infrastucture and implement current technology

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  11.  

    I have met several good and knowledgeable people

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Contractor - Field Engineer in Los Angeles, CA
    Current Contractor - Field Engineer in Los Angeles, CA

    I have been working at DecisionOne as a contractor (less than a year)

    Pros

    I am learning and will be learning a lot about network and server support.

    Cons

    A lot of driving all over the state.

    Advice to ManagementAdvice

    They are at a disadvantage because of the work load and relationship with MISYS.
    I believe they are very short handed and I don't know why. Also they work very hard but there is no standard training system.

    Recommends
    Positive Outlook
    No opinion of CEO

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