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Is anyone experiencing extremely long waiting periods for phone support/callbacks?

RuiMauricio

I have a premium license on our UTM.  I called yesterday for support and waited 41 minutes just to get to someone that took my information and scheduled a call back.  I was supposed to receive a call the following day at around 11am and it is now 5pm and still no call back.  is anyone else experiencing this?  I'm on the phone again waiting for someone and so far 20minutes have gone by... still waiting.



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  • Hi Rui,

    We regret the experience you had with call support. In situations when customer do not receive a call back on time or the responses are delayed; you can contact @Sophossupport through Twitter and mention the case#, name, contact details. This will allow us to escalate the case to provide an immediate response.

    Thanks

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  • Hi Rui,

    We regret the experience you had with call support. In situations when customer do not receive a call back on time or the responses are delayed; you can contact @Sophossupport through Twitter and mention the case#, name, contact details. This will allow us to escalate the case to provide an immediate response.

    Thanks

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