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Appalling support – how to make a complaint

Phil Middleton

Hi

I've been using couple of XG firewalls for over 3 years now and in general I had found them to be good. Unfortunately after upgrading to version 18 we've had a couple of problems which have yet to be fixed after 3 month of contact with Sophos support. Can someone advise me how to raise a compliant.

Kind Regards

Phil Middleton



To avoid thread hijacking, please raise a new thread.
[edited by: FloSupport at 6:34 PM (GMT -8) on 28 Dec 2020]
Parents Reply Children
  • 0 in reply to jkm005

    Hi

    We apologize for any inconvenience caused. I have sent you a PM, could you please help us with the required information? 

  • 0 in reply to jkm005

    Hi

    I feel your frustrations. I had just renewed my subscription and support contract costing over £10k prior to the issues I'm experiencing. I expected better initial service with phone calls answered quickly not having to wait between 20-40mins, a decent and clear phone line so you can actually hear and understand the support technician, technicians with the correct and working software install on their workstations to able remote access and not have to resort to using Zoom! and technicians experienced enough to understand the problem or quickly refer it to a more experienced engineer and not keep send links to technical guides that are not relevant to your problem.

    Having said all that since posting here I have had some feedback and have been contacted by two separate engineers today via email, lets see what happens.

    Kind regards

    Phil

  • 0 in reply to Shweta

    Pls have a look at 03459957