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Sophos Support Dissapointment

absolut_legend

Hi All,

I can not seem to get anyone at Sophos support to provide any kind of useful support. I am curious if anyone else is experiencing this.

The forums are down, their support sucks and one of my clients's email proxy is down in a HA production environment...

Last time I had an issue, I had to resort to a clean firmware install to fix it as I could not continue waiting for a dead-loop solution.

This time... seems it is the same. I'm being bounced between support staff that don't provide an answer, don't provide any reassurance and refuse to call their client back.

After over 15+ years of supporting Astaro and Sophos... I just can't believe it has gotten so bad.

Maybe, just maybe... someone will read this and perhaps react and get back to me.

Otherwise, looks like my weekend is gone doing a complete firmware reinstall again and having to calm very heated customers.



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  • Hi All,

    Sorry for the inconvenience caused. We always intend to provide our best services in every aspect. Whenever you have a poor experience with our phone support, delayed responses from Support for days or any case is not worked upon especially when the priority of the case is critical; you can always reach us through twitter handle and #tag us on @SophosSupport. We will make sure the cases are escalated and an engineer reaches you on priority. 

    We assure our concentration on Community forum and we try to reach out as many queries and questions raised here. We have dedicated product experts on this regards to suffice the attention required on the posts.

    Thank you for the patience.

  • in reply to sachingurung

    Sachin, I will not be using my personal Twitter account to chase up your support staff regarding a work issue.

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