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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

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • in reply to BAlfson

    It's not a configuration issue but a software issue that they are having to build a RPM for and we are going to apply tonight.

  • in reply to 402vette

    Really - I apologize for doubting you!

    Please share a little about the specifics so that others searching here will understand that they need the RPM instead of continuing to fight a glitch.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
Reply
  • in reply to 402vette

    Really - I apologize for doubting you!

    Please share a little about the specifics so that others searching here will understand that they need the RPM instead of continuing to fight a glitch.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
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