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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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  • Yes, I am not sure what is going on with Sophos but I've been having trouble with one of our appliances and hold times have been 45min to get someone on the phone then up to 6 hours for an engineer to call back. We are an enterprise Sophos customer with a site currently down due to what looks to be firmware related. Horrible experience and alot of time wasted on the phone with no resolution. 

  • in reply to BurtonCosse

    Hi, Rui and Burton and welcome to the UTM Community!

    That's great news, Sachin.  I assume that that's for Premium/TotalProtect clients in the USA - correct?

    In general, calling Sophos does not get the best response.  Best is from having your reseller submit a support request via the online tool.  Next best is an email to Support.  Of course, if you have Enterprise Premium support that costs at least an additional $10K/year, you can get someone to pick up the phone immediately.

    Cheers - Bob

  • in reply to BAlfson

    Hi Bob,

    That is for anyone with  valid support subscription. The escalation will be of the highest priority and an immediate response will be mandatory for the regional team. 

    Thanks

  • in reply to sachingurung

    I've had a bit of a bad experience with this lately but it has now been escalated and an engineer was on the phone for nearly 2 hours today.

    No resolution to the issue as it looks like a bug at this time which they are going away to try and reproduce. I'm away for 2 weeks so it will be interesting to see what happens in this time.

    As usual, on here, Bob & Sachin have been very helpful with this and my thanks go to them.

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  • in reply to sachingurung

    I've had a bit of a bad experience with this lately but it has now been escalated and an engineer was on the phone for nearly 2 hours today.

    No resolution to the issue as it looks like a bug at this time which they are going away to try and reproduce. I'm away for 2 weeks so it will be interesting to see what happens in this time.

    As usual, on here, Bob & Sachin have been very helpful with this and my thanks go to them.

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