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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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Parents
  • Hi . I've had a chance to look into and review the ticket 5555279 you've submitted and I also think that we should have provided a better service and response to you. I'm going to forward this case onto the service managers as part of our service improvement reviews.
    I will also follow up with them on getting responses to your remaining questions.

    Best regards,
    Sure Win
Reply
  • Hi . I've had a chance to look into and review the ticket 5555279 you've submitted and I also think that we should have provided a better service and response to you. I'm going to forward this case onto the service managers as part of our service improvement reviews.
    I will also follow up with them on getting responses to your remaining questions.

    Best regards,
    Sure Win
Children
  • in reply to Sure Win 2
    Hi SureWin2,

    Thanks, you should also review the entire email thread as it contains the last fiasco and lack of support.

    I'm happy to hear you will help with the remaining questions, client is going with ISO 27001 and this is one of the reasons why I need the remaining questions answered.

    BTW, if there is no solution then please be open about it. I was thinking perhaps a separate syslog server that is checking the system logs for any database failure strings and then emailing alerts via a smarthost on a separate gateway would be a possible solution... but this is not ideal as it requires additional setup and maintenance/monitoring... so on...