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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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    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
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  • 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
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