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Support is horrible

402vette

This has to be the worst support I have ever gotten from any large(ish) tech company. It makes me miss the old Dell days when it took 45+mins to get someone on the phone, at least they could help you when you finally did...

 

I have been trying to get help with a feature in our UTM that is not functioning at all, SPX encryption, and all I have gotten for the past 3 WEEKS are "escalations" and waiting and then remote sessions to go over the same thing over and over and over again just for some Indian support company tech desk to tell me they don't know....  I am seriously considering looking for another soltion even though it would be a nightmare to reconfigure all that I have as well as the investment we have in Sophos.



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  • Sorry to hear that.  There's a difference between break/fix support and consulting.  I wouldn't expect Sophos Support to be of much help for a configuration issue.  My clients use me for consulting, and they all think Support does a fine job.  If your organization won't let you use your Sophos Partner for occasional help, your best bet is to post specific questions here.  Good luck!

    Cheers - Bob

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  • Sorry to hear that.  There's a difference between break/fix support and consulting.  I wouldn't expect Sophos Support to be of much help for a configuration issue.  My clients use me for consulting, and they all think Support does a fine job.  If your organization won't let you use your Sophos Partner for occasional help, your best bet is to post specific questions here.  Good luck!

    Cheers - Bob

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