Found this. link is below for additional comments from anon's
We're a dealer and things are getting really weird. They can't even get us parts anymore for some machines we have customers under a Xerox service agreement for. Xerox actually replaced an entire $4k machine last month because they couldn't get the part to us to fix it while it was under contract. The Customer Relations Group (a very critical group in making sure other departments at Xerox were actually kept in line and did what they were supposed to) either no longer exists, or has been "right-sized" and is only accessible internally now, depending on who you ask. Inventory Control was outsourced a month or two ago to people who have a hard time understanding my name. Now 2nd level tech support is being outsourced soon and that can't possibly work well. 2nd level tech support is who you call when a technician has an issue or question and you need some help from someone who has been there and that. You can't outsource experience and that is exactly what 2nd level is supposed to provide.
I already hate to recommend people call the normal outsourced Xerox printer support number to place a service call because it is a very hard process on the customer. After you jump through all the hoops in their script, they tell you a technician will call you to schedule a time to come on site. Then the technician never calls... Our recommended procedure used to be to call customer support twice and if they break their promise that someone will call or show up twice, then call CRG to escalate... well now there is no CRG to escalate... We prefer to take pride it making life easier for our customers, not harder, but this just isn't sustainable for us to continue operating as a Xerox dealer and service provider.