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As soon as 30 day license expired, all support stopped

Chevyavalanche

Very frustrated with Sophos Technical/Customer Support. The minute my 30 day evaluation license for XG expired, they stopped working my issues. How does that action encourage someone to want to pay for XG or any product? It seems to me that customer and technical support definitely take a back seat to monetary considerations.

So I have 3 major issues that before I paid for any service, needed fixing:

1. Couldn't access my NAS server with Sophos running

2. Would get error message trying to save my network configuration changes.

3. Accessing Log Viewer would reset my current active session and I would have to logon again.

All of these are repeatable every time in my XG installation.

Before 30 day expiration, item 1 was temporarily fixed by tech support as this was very gratifying and I thanked them for this. Turns out it is a bug in the s/w that will need to be fixed for next release. Items 2 & 3 were in process before all activity ceased.

So I have an XG installation that has 2 major issues that apparently won't be resolved now. Do I just uninstall XG and use some other s/w or do I continue to push for getting help? With Sophos apparently more interested in immediate revenue vs customers who may become revenue generating (depending upon how they are treated in 30 day evaluation period for example), I'm becoming completely turned off by the whole experience. Customer and Technical Support exist to help people but if they aren't going to do that, why bother? Why alienate a potential revenue generating customer because he's currently not a revenue generating customer?

Apologize for the rant but just not very happy about this situation and Sophos's non customer-centric behavior.



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  • 0 in reply to Chevyavalanche

    And what kind of license are you referring to, which is expired? Because Home licenses are not supported by Sophos Support. 

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  • 0 in reply to LuCar Toni

    That's the problem...how do you get help to fix s/w issues with a home version. Here's the actual response I received:

    Good day. Please be advised that the Support Portal is only for customers / partners who belong to a company with active purchased license with Sophos.

    Upon checking, XXXXXXXXX is only using XG Home license which means we are unable to approve your request at this time.

    If you need assistance with your firewall, then you can visit our Sophos Community at https://community.sophos.com.

    So I thought this was prompted by 30 day accrual from receipt of actual license or S/N but that could be wrong. Again, in any case, I have s/w that has issues I can't fix and I don't believe the community can either. So, how does one get s/w issues fixed?

  • 0 in reply to Chevyavalanche

    It depends on the problem. 

    Most likely you are not alone with a generic issue. So if you have a problem, it is likely to be fixed in a upcoming version, as Sophos is using the same version for all users (same firmware for home and customers). So to speak, somebody likely reported it already and it is getting fixed next version.

    If you have a specific issue with your installation, likely this is something ,which the community can take on and debug. Sometimes DEV is pickup up issues here as well and there are community support employees of sophos as well, which can help you as well. 

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  • 0 in reply to LuCar Toni

    Well in my case, the NAS was a bug and will be fixed in a future release. The other 2 I suspect are bugs as well but someone on the Sophos tech end will need to determine that. As it stands right now, I have 2 issues that I can't fix that I need to use...hence my dilemma. However, I do want to THANK YOU for taking the time to understand my situation.

  • 0 in reply to Chevyavalanche

    You should craete a new thread for each issue and detailed description of the issue and what you already did. 

    Likely this can be addressed. The Network Saving issue sounds like a problem.

    The other one with the logviewer sounds like a browser thing. Maybe addon/plugin problem. 

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  • 0 in reply to LuCar Toni

    Funny thing is is that someone from tech support has already taken the logs to troubleshoot these issues but everything just stopped after getting that email.

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