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A comment on Forced every engineer to take sales calls.They rewrote our platform in 2 weeks. Parent comment

Re:Forced every engineer to take sales calls.They rewrote ou... by hinkley on Thursday August 21, 2025 @03:45PM (#44977167)
Perverse incentives. They are judged by how long the call takes, and every time they escalate a common problem that the devs could fix, now their numbers will go down and they'll get punished for their good work.

Dell at one point pulled the plug on outsourcing their tech support. They spotted this moral hazard partway through the process and decided it was better to keep it in house.

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Re:Forced every engineer to take sales calls.They rewrote ou... by lavelganzu on Thursday August 21, 2025 @05:35PM (#44978374)
On the opposite side of moral hazard, early in my career I worked for a large web security company in tech support. We were not permitted to escalate to engineering at all. Often this meant the only solution was to apply our own, unofficial code changes!
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Re:Forced every engineer to take sales calls.They rewrote ou... by ericbarrett on Thursday August 21, 2025 @10:58PM (#44980605)
> We were not permitted to escalate to engineering at all.

I have no words! Except that I really want to know the organizational dysfunction that ended up creating that policy.

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