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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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  • 0

    I love this post.  I also love how reply posts to this is Sophos saying they cleaned up your post.  Their support is the worst I have ever, ever, ever dealt with anywhere.  Tell them to go **** off.  I waited an hour and a half for someone to speak to on multiple occasions and they are useless help so I ask to get to a level 2 and they just put me back in the queue.  Unbelievably poor customer skills and Sophos needs to fix this badly or people will start to leave them as they should.  I am going to our Director and requesting we drop them when our renewal comes up.

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  • 0

    I love this post.  I also love how reply posts to this is Sophos saying they cleaned up your post.  Their support is the worst I have ever, ever, ever dealt with anywhere.  Tell them to go **** off.  I waited an hour and a half for someone to speak to on multiple occasions and they are useless help so I ask to get to a level 2 and they just put me back in the queue.  Unbelievably poor customer skills and Sophos needs to fix this badly or people will start to leave them as they should.  I am going to our Director and requesting we drop them when our renewal comes up.

Children
  • 0 in reply to Michael Waldrop

    Michael, you're welcome to participate here, but we volunteer moderators are not Sophos employees.  We try to keep the exchanges positive.  Apparently, I'm the first of the unpaid mods to see your post, and you will find that I've cleaned it up.

    This is your first post here, so I assume that you've not been a UTM admin for very long.  I never call Support because it's much faster to open a case via MyUTM.  After that, email.  I usually won't answer calls from Support because I'm working on something else and just want to see their emailed result.  Then again, we don't charge our clients for submitting tickets to Support.

    I'm sorry you and Support got off on the wrong foot together.

    Cheers - Bob