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None Existing Sophos Support

GregVe

Hi,

About a month ago we "upgraded" to the XG 330 and I have had to contact support, I tried calling, creating a ticket, emailing support, and sending support Messages via Twitter. All I get are replies requesting that I try various solutions that I have tried before, or I am told that an agent will contact me shortly and I never receive a call. When you do get hold of the support agent via the phone the line quality is so bad I can hear myself and I have to wait for the agent to respond as their seems to be a 3-4 second delay.

Earlier today I contacted support and I could not hear the agent on the Phone all I heard was a dog barking and chickens in the background.....seriously?

Before I used to contact Cyberoam support via the live chat option and they used to remote support and resolve most issues immediately...I am very disappointed in the level of service from Sophos or should I say lack of service.



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  • FormerMember
    0 FormerMember

    Hi ,

    We apologize for any inconvenience you have experienced. If you had concerns regarding a specific support case, please don’t hesitate to reach out via PM, and we'll be happy to help follow up.

    Thanks,

  • 0

    Hi Greg,

    You posted in the UTM Community so I've moved your thread to the XG Community.

    Cheers - Bob

  • +1

    Hello GregVe.

    we are disappointed from the Sophos Support as well. We have serveral firewalls from XG135W to XG550 with support contract. Compared to SG and Fortigate firewalls we have 5-10 times more issues and a support that is much worse. The product still has major flaws and when we made the decision to go to sophos because of the integration of endpoint and firewall 1 3/4 years ago we thought the product has left his teething problems behind. Unfortunately this is still not true today.

    It should be standard to have n-way (e.g. zoom) calls instead of 2-way calls (123rescue) as quite often more than 3 people in different sites are involved - especially in these corona days.

    I'd like to have regional or at least understandable English speaking support that is able to make and hold appointments and prepares the meeting before by reading the information in the ticket. I also don't like to have some junior in the foreground who is not able to solve the problem an let me everything explain two or three times to different persons.

    This is still a product that might be usable in smaller companies with one or two locations but not in large scale enterprises that depend on very reliable infrastructure and sevices.

    Regards
    BeFe 

  • FormerMember
    0 FormerMember in reply to FormerMember

    Hi ,

    We’re reviewing our call logs and couldn’t find any history of you contacting us from the phone number you provided via PM. 

    Thanks,

  • +1 in reply to BeEf

    Across 6-7 tier-1 vendors we are utilizing for customer's infrastructure, Sophos has worst support. Now with Fortinet having endpoint, we are reevaluating going back to Fortinet. Actually, I never had such bad support from any vendor during my 25-26 years in industry. 

  • 0 in reply to FormerMember

    Maybe you should have longs if somebody answers the phone. We have to dial UK for support, international call, where you have to wait for like 1-1,5h to get somebody to answer the phone. And if line is dropped, for whatever reason, you have to dialin again since Sophos person will not dial you back.

    Not the mention bad quality lines since you are probably using cheap voip providers where you are unable to understand person on the other side. 

  • 0 in reply to FormerMember

    Hi Harsh

    As I mentioned in my PM I dialed from our switchboard which has 100 possible numbers it could have come from.

  • 0

    https://community.sophos.com/sophos-labs/f/discussions/110602/issues-with-sophos-technical-support

    looks like this is going on for a while. I know when we started utilizing XG firewall, everything went upside down. Sophos is, looks like, in deep trouble with XG quality and support stuff.