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Former Sophos Fan now Severely Disappointed

thisisme122334

This wont be a long rant, but seeing as all Sophos lines/phone/offices are closed today in Australia I have noone to talk to and assist me, I will post it here.

My company has sold and supported Sophos to our customers for at least 5 years now, and I have been thoroughly impressed with everything they do.  I dont even mind that they have bungled this update SHH/Updater thing, their track record is impressive and everyone is entitled to a mistake now and then.

My gripe is that I am working on my weekend trying to restore and resole this issue for 40+ customers with between 10 and 80 machines each.

I tried calling support on Thursday and Friday, and sat on hold for approx 45 minutes and 2 hours respectively.  Thats ok, I undersstand that everyone is calling in for support and there will be delays.  However I call on Sunday, and the entire Australian HelpDesk solution (which is 24/7) is redirected to a single Vodafone Mobile.

This mobile is not engaged, and rings out to voicemail, I have called approximately 20 times between 9am and 1:30pm today and only had it answer twice.  If it were engaged, and he were busy I would understand and wait patiently. Howver not one of my messages have been returned.

My gripe is this, "http://www.sophos.com/en-us/press-office/message-from-the-sophos-ceo.aspx"

"We have Sophos team members cancelling or rescheduling vacations, leaves of absence, and other business activities to ensure we have mobilized every available resource to the task at hand:"

Like I said, I dont mind that this issue occured, just dont tell me you are doing everything you can to resolve the problem quickly, and then put one person on a mobile phone to support every single Australian customer.

:32585


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  • 0

    Hello thisisme122334, we are sorry you were unable to contact us during the Australia office hours but my colleages in the US and European offices have been in over the whole weekend handing over to each other so that the engineers are able to get some sleep and stay focused on resolving all of the issues. I am aware that we have had issues with phone capacity which may have affected your call. Were you calling the support line or a general Sophos office number as i believe all support lines are being routed to UK and US offices currently. If there was an issue with this we will look into it further.

    Once again we are sorry you were unable to get through to us, but if you can give us the number you used or any further information we will ensure that this does not re-ocur.

    Have you tried the KBA's for this issue?
    SEC: http://www.sophos.com/en-us/support/knowledgebase/118328.aspx
    SCC: http://www.sophos.com/en-us/support/knowledgebase/118327.aspx
    Standalone: http://www.sophos.com/en-us/support/knowledgebase/118322.aspx

    :32591
  • 0

    Hi Elriaanmk2,

    Thank you for the response.

    The phone number I was calling was the Support number listed on all of our doccumentation and on the Sophos Aus Website.

    http://www.sophos.com/en-us/about-us/contact-us/australia-and-new-zealand.aspx

    The main switch is +61 2 9409 9100, and pressing 1 or 2 for support redirects to 9409 91111, which ultimately redirected to the single vodafone mobile.

    And yes thank you for the KB articles, I had followed them closely, and was actually working on another  #118323 and 2 others that escape me now.  Whilst directly caused by this SHH issue, they were side effects and prevented me from completing all of the steps in the 3 KB articles I was following.

    I should note that the support person I spoke to was the usual kind, knowledgible and polite type that I am used to dealing with at Sophos. I have no critisisms of him.

    However, what ultimately may have been a 1 hour fix, took me from 9:10am until well after 4:30pm to resolve, and that was only 1 of the servers effected. I am hoping that the rest will not have the same complications and will go as per the KB articles or at least be the same fix as this one.

    Regards.

    :32593
  • 0

    Hi thisisme122334, thank you for getting back to me so quickly, I have passed on the issues with the phones ot our head of support and we are investigating now. As a matter of interest are you using SAV version 10 and using the liveprotect as an option on your endpoints?   If you have version 10 available and areable to i would strongly recomend using this as an option, is there anything else you need help with now that i might be able to look into?

    Regards

    :32603