[In My Opinion:] It Does It's Job, but Not Always Easily

Performance dashboard: [in my experience,] the entire review process is clunky from setting up the review forms to the final completion when an employee acknowledges their review. [I believe] my managers despise the performance reviews because they are not user-friendly. [In my experience,] we have had issues with reviews getting stuck in the system and it takes days for the ADP development team to get them unstuck. As a practitioner, I wish the performance reviews would automatically flow over into the Employee Documents and that is not an option. I also would [like to] receive a notification when a review has been completed. I was recently told that is also not an option.

[In my opinion,] their customer service representatives are sometimes quite rude and talk to me like I'm ignorant. [In my case,] if I call or chat in and I get a certain person, I will just hang up because [I feel] that person has been [previously] unhelpful and quite rude in the process.

[In my experience with] other times when I call in with an issue, they try to answer a different question rather than the question I have. And other times, I have been transferred back and forth between departments, specifically between payroll and time card management. [In my experience,] I have even had the people in payroll tell me that the time and attendance team should be handling my issue, and then I am told it's just because time and attendance is being lazy and doesn't want to handle my issue. I [believe I] have come to the conclusion [and feel] that oftentimes the ADP representative doesn't actually know how to help me out and [I think they] need better training.

Communication with ADP representative in Service Connect: [in my experience,] if I put in a service request, it takes at least 1 week to hear back from someone. Other times [in my experience], if I call in, and they are unable to help me at the moment, they will open up a service ticket and in several instances, I'm told they will update me later that day. [In my experience,] I've had it take two weeks before I hear back from that individual. When I go in to "escalate" the ticket, I've received emails stating that they have tried calling me. [From my standpoint,] those emails always come after hours, and I [don't believe I] had a missed call or voicemail from that representative so I [feel] they are lying, so I email back and let him know I never received a call from him. [In my experience,] when I finally get to talk to the representative, he will let me know that he looks at my case every day and that I need to quit escalating it and that he would be back in touch with me the next day. [In my opinion,] he never kept his word and it would be nearly 1-2 weeks before I would hear from him again. In this particular instance, it took 2 months for him to tell me it was finally resolved. These are just recent frustrations I've had when I call in. [In my point of view,] I have come to the conclusion that the representatives need to be better trained and more customer service friendly and helpful.