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Sophos Compensation for Shh/Updater-B false positive update debacle.

cat-systems

Does anyone know if Sophos are going to compensate their re-sellers in any way for the hours of work, time wasted, lack of support and client credibilty in rectifying the debacle of their making over the Shh/Updater-B false positive update or is there any form of campaign that is being mounted to force them to look at this as were were left considerably out of pocket in rectifying their mess.

All e-mail requests for this to Sophos are being ignored...

Thoughts...???

A very angry Sophos reseller trying to pacify very angry clients.

:33629


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  • 0

    Hi again.

    I'm sorry to hear you're still having trouble getting through to anyone. I can see the UK Support Teams from where I sit, and I can guarantee they're not twiddling their thumbs waiting for the next call. They're hard at it, and have been since the false positive event happened. That's true of all our other regional Support sites, too. Phone and email volumes are still way about normal levels, and that's why some customers haven't had the level of service we aspire to providing.

    I fully support the airing of issues in this community, particularly if other channels are not yet working for you. When I lobbied for the forums to be set up three or four years ago, I made it clear that we'd have to be grown up about taking the rough as well as the smooth. This two weeks have been a particularly powerful example of that. When I said earlier that SophosTalk isn't a great channel for your principal concern, I wasn't trying to deflect the conversation, just setting some expectations about what's likely to be achieved specifically here. However, SophosTalk does get lots of attention across the company, so other groups will be sitting up and taking notice.

    All the best,

    spike.

     P.S. I've been asked what the empty spoiler means, in the previous post. Sadly, it doesn't mean anything, It's a new feature in the forums plaform software, I didn't consciously select it, and haven't yet worked out how to get rid of it.

    :33703
Reply
  • 0

    Hi again.

    I'm sorry to hear you're still having trouble getting through to anyone. I can see the UK Support Teams from where I sit, and I can guarantee they're not twiddling their thumbs waiting for the next call. They're hard at it, and have been since the false positive event happened. That's true of all our other regional Support sites, too. Phone and email volumes are still way about normal levels, and that's why some customers haven't had the level of service we aspire to providing.

    I fully support the airing of issues in this community, particularly if other channels are not yet working for you. When I lobbied for the forums to be set up three or four years ago, I made it clear that we'd have to be grown up about taking the rough as well as the smooth. This two weeks have been a particularly powerful example of that. When I said earlier that SophosTalk isn't a great channel for your principal concern, I wasn't trying to deflect the conversation, just setting some expectations about what's likely to be achieved specifically here. However, SophosTalk does get lots of attention across the company, so other groups will be sitting up and taking notice.

    All the best,

    spike.

     P.S. I've been asked what the empty spoiler means, in the previous post. Sadly, it doesn't mean anything, It's a new feature in the forums plaform software, I didn't consciously select it, and haven't yet worked out how to get rid of it.

    :33703
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