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So whats currently happening with the Sophos Support ?

Can anyone explain why Sophos support has worsened by 100% in the last 2 months? I've been waiting for an answer for the last 7 days for several requests. A sign of life that someone is looking into the case would be enough.

Is this what paying customers has expect in the future or is this just because of covid19 ?

Looking forward to a reply.

If someone is interested in the case number:

#9923008 new

#9844453 send a request to re-open this case because its not solved.

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0 Yashraj S over 4 years ago

Hi NXKI

I sincerely apologize for the delays in our responses. I have had a look into these cases and they have been merged together as a single case and your previous case has been reopened. I have also looped in support management and you should be contacted soon. Please message me if you need anything else.

Thanks,

Yashraj Singha
Manager | Global Community Support
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0 NXKI over 4 years ago in reply to Yashraj S

So thanks ?

6 days have passed by and nothing happened.

Our customers gets a bit angry because we cant deliver products to them because of the issue. The case is open till April. Can you please arrange that the case gets moved to a higher support level ?
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0 Shweta over 4 years ago in reply to NXKI

Hi NXKI

I certainly understand your concern and have asked the management team to look into this case at earliest. Apologies for the inconvenience.

Shweta

Community Support Engineer | Sophos Technical Support
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0 jak over 4 years ago in reply to NXKI

What appears to be the issue? Maybe the community can help?
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0 NXKI over 4 years ago in reply to Shweta

Thank you for the reply.

Iam just want to get help from the support. I know that we are all humans but iam getting permanently internal complaints why we cant deliver some products because of this issue.

My last contact with a support employee was from a german support (thats fine). Would we get faster support, when you assign the case to an english support-Team ? Because it seems the german one is very busy and have no time.

We also currently contacting our licence partner and people from the Sophos distribution-Team to move forward with the case. With the normal Support we get completely ignored in the open case.

(Iam very grateful that you people at the forum atleast answer to me - this is not a criticism of the forum-team you are doing a great job)
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0 NXKI over 4 years ago in reply to Shweta

Thank you for the reply.

Iam just want to get help from the support. I know that we are all humans but iam getting permanently internal complaints why we cant deliver some products because of this issue.

My last contact with a support employee was from a german support (thats fine). Would we get faster support, when you assign the case to an english support-Team ? Because it seems the german one is very busy and have no time.

We also currently contacting our licence partner and people from the Sophos distribution-Team to move forward with the case. With the normal Support we get completely ignored in the open case.

(Iam very grateful that you people at the forum atleast answer to me - this is not a criticism of the forum-team you are doing a great job)
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