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Phone support, WT*

BJohnson

Where, exactly, am I supposed to get support for the UTM 9? I have been on hold for 40 @#$%^&* *&^%$#@#$%^&* minutes.  I pay for premium support, as far as I'm concerned this is breach of contract.  I'm supposed to makes posts in this forum and pray someone is nice enough to answer?  What the hell am I paying for?!?

I would create a trouble ticket, but the @#$%^& device registration wizard won't accept the serial number WHICH I'M GETTING DIRECTLY FROM THE *&^%$#@ DEVICE.

How is this going to work?  Good product, utterly @#$%^&* useless support?  I don't know if you guys are aware, but in 2016 IT personnel don't have hours to @#$%^&* while you're trying to get it together, we've got stuff to do.



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    As the others have said, the best way is to enter a ticket at MyUTM.sophos.com.  Neither I nor any of my US clients uses the phone though.  Their first action is an email to me.  If it looks like Sophos Support needs to be involved, I either enter a ticket or send an email to Support.  If you weren't able to enter a ticket and didn't have the correct email address, your reseller is to blame, as vilic said.

    Cheers - Bob

    PS Brian, in nine years of participation here, I have to hand it to you for having the foulest, angriest post in that time.  I cleaned up the cursing but left your anger apparent.  You might want to edit your post.

    In fact, Sophos doesn't pay anyone to participate actively here except for in the beta forums.  The folks here are, like me, NOT Sophos, so there's no point in venting your rage here.  Checking with others to see if they have similar frustrations certainly is something we see here on occasion, and that's welcomed.

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    As the others have said, the best way is to enter a ticket at MyUTM.sophos.com.  Neither I nor any of my US clients uses the phone though.  Their first action is an email to me.  If it looks like Sophos Support needs to be involved, I either enter a ticket or send an email to Support.  If you weren't able to enter a ticket and didn't have the correct email address, your reseller is to blame, as vilic said.

    Cheers - Bob

    PS Brian, in nine years of participation here, I have to hand it to you for having the foulest, angriest post in that time.  I cleaned up the cursing but left your anger apparent.  You might want to edit your post.

    In fact, Sophos doesn't pay anyone to participate actively here except for in the beta forums.  The folks here are, like me, NOT Sophos, so there's no point in venting your rage here.  Checking with others to see if they have similar frustrations certainly is something we see here on occasion, and that's welcomed.

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