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Sophos Support "Emails no longer supportet" tweet...

KaySeemann

Hi Community...

has anybody else seen the tweet by "Sophos Support" :

"Emails to Support are no longer supported. To contact us, pls fill a webform, use chat, SophServ or call us: soph.so/qWpP30fzTkB  ^kc"

does this apply to "UTM 9 Premium" Support too?



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  • +1

    Hi  

    Yes, that includes premium support emails. The following emails that will no longer be supported after today (12:00 BST) are as follows:

    support@sophos.com (including premium@sophos.com and platinum@sophos.com) ; 

    advanced@sophos.com ; 

    support@sophos.de ; advanced@sophos.de ; 

    support@sophos.fr ; advanced@sophos.fr ; 

    support@sophos.it ; advanced@sophos.it ; 

    soporte@sophos.com

     

    Please take advantage of all our other methods. Support Chat is now live, creating a ticket through our webform on Sophos.com is just as easy and efficient, and of course our call centres are open 24/7!

     

    Cheers,
    Karlos

  • 0 in reply to Karlos

    Please also note that this affects NEW case creations. Once a case is created, existing workflows remain.

    Thanks,

    Karlos

  • 0 in reply to Karlos

    Karlos said:

    Hi  

    Yes, that includes premium support emails. The following emails that will no longer be supported after today (12:00 BST) are as follows:

     

    ...

    Hi Karlos,

    thanks for clearing this up...

    ...but did i miss an earlier anouncement of this? Or was that tweet the only communication about this?

  • 0 in reply to KaySeemann

    Hi  

    We communicated the upcoming change as an auto-reply to every email sent to the above addresses since July 1st. 

    Thanks,
    Karlos

  • 0 in reply to Karlos

    Funny, Karlos.  Did anyone at Sophos check to see if any of us ever reads those auto-replies?

    A separate email, not an auto-reply, would have been a simple, effective solution.  Adding something to the normal auto-reply is the equivalent of hiding the notice in plain sight.  As an amateur magician, I would compare the regular message to a "distraction" I use to keep people from seeing the coin I "magically" pick out of a five-year-old birthday girl's ear.

    It's the kind of mistake we make as techies.  Marketing people know to test their messages.

    Cheers - Bob