We are in a place called Nasik in INDIA.
We have observed that it has become very difficult for customers to get Sophos support.
1. The Sophos Website itself is a slow loading and it takes minutes to load even on 10MBPS internet line.
2. After you clock on CHAT, it takes 15/20 minutes to come back to you . It takes up to 25 minutes before you can put in your first query. .
3. We are trying to register a case in Sophos Support. We could not login to support site. After clicking on Forgot password several times the mail to reset password has not come for last half an hour. I assume that this is automated and there is no manual intervention. But it takes hours to respond.
4. When you ask for help from customer support person, they take upto 2 days to call back. There is no indication as to how long it would take for them to call back. One cannot expect customer to sit at his desk for days together. For last one year, there was Corona Pandemic due to which number of support personnel deployed were less. But in NOv 21, that should not be the case. Business is back to normal in India and they need to ensure that response is given in maximum 2 hours.
5. If there is no improvement immediately SOphos is sure to start losing business in India. My existing customer are sure to give a bad response for support to any potential clients.if they call these customers for a reference.
6. COntrast this with Sonicwall support where they tell you while registering case over phone that they will call back in XX minutes which always less than 60 minutes. and they honour that .
7. Currently we are waiting for a password reset mail from support site . Hopefully something will happen.
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