Guest User!

You are not Sophos Staff.

Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 4 replies
  • Subscribers 28 subscribers
  • Views 394 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

how to escalate Sophos XG cases that go round and round without resolution

Paul Carcary

we have 2 x cases open with Sophos, and neither are progressing at all

I spoke to our Sophos Account manager, and their response was dismissive 

we find emails to the case are ignored, and today (the final straw) was an email to say there had been no answer to their call at 06:40 this morning. followed by no response to anything we sent, other than the reply below - it seems that despite a large spend, and full MTR Advanced cover, no one really seems to care

This is regarding your service request number 04294297

Apologies I'm not available for the day.

Your time is valuable to us. Request you to please call us on support helpline number: 000 800 100 8381, so that we can provide you the solution at the earliest. 
Our technical support teams are available 24/7 and can be contacted at your local Technical Support telephone number listed on our website: 
https://support.sophos.com/support/s/?language=en_US#



This thread was automatically locked due to age.
Parents
  • 0

    Hello Paul,

    Thank you for contacting the Sophos Community.

    Usually to have a case escalate you would talk to your Account Manager or Sales Rep.

    I checked on the case you mentioned, but it doesn't match the description, that case is related to PortForwarding as was open on Aug 8 and closes on Aug 20.

    Could you please share both cases you’re referring to.

    Regards,

Reply
  • 0

    Hello Paul,

    Thank you for contacting the Sophos Community.

    Usually to have a case escalate you would talk to your Account Manager or Sales Rep.

    I checked on the case you mentioned, but it doesn't match the description, that case is related to PortForwarding as was open on Aug 8 and closes on Aug 20.

    Could you please share both cases you’re referring to.

    Regards,

Children
No Data