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

SPike... thanks for the reply.

While I accept that this is not the best place to discuss this particular topic yours is the only reaction that I have had back from Sophos as my calls and e-mails are NOT getting returned.

In incurring the unneccessary inconvenience and costs we have and suffering the wrath of our clients I feel very strongly that this is an issue that must be aired and as their is no other route this is the only avenue available to me.

I am certain that I must be speaking on behalf of umpteen resellers.

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.

Its been 3 solid weeks with no answer back to my company. I have tried every knowledgebase article i could find. Ive called and talked with two different tech guys. Those articles dont work because our network is set-up differently. Our account rep was suppose to escelate our case to an enginner over a week ago. Still no phone call. We are right in the MIDDLE of rolling out a new email system Unfortunately, i barely have time to assist my fellow employees. I have been nice, patient, and tolerant ever since the beginning. Now this is just rediculous. 1000 PC's affected. I get emails daily from others wondering when this will be taken care of. I am at the mercy of an enginner IF and WHEN he calls. I hope he finds someone to repair my 1000 basically "standalone" PCs, because i dont have the time!

@apeeler:  Can you PM me your company details and the case reference you received from Support?

Any news, people?

No...

Earlier I posted a copy of an e-mail from Sophos along with my comments but for confidential reasons Sophos removed it.

However it did illicit a response from Sophos as I eventually received a call during which I asked what Sophos are going to do to compensate my company for the £1788 + vat of labour cost we incurred due to their mishap. Sophos said they would take advice and report back.

Watch this space.

I work for an ITcompany in Ireland where we have approx 150 sophos customers. To date this issue has taken up 149.5 man hours and counting. We did have our Sophos reseller dial on to 2 customer sites where it took the engineer almost 2 days to fix. One customer (Using SBS 2003 Server) had 4 hours of downtime to their business due to WINSOCK becoming corrupt. We had to send an Engineer to site to resolve. The cost to my company is running well into the Thousands.