Guest User!

You are not Sophos Staff.

Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 8 replies
  • Subscribers 30 subscribers
  • Views 1090 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

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.



This thread was automatically locked due to age.
Parents
  • 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,

  • 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,

  • 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. 

Reply
  • 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. 

Children
No Data