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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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  • STILL no resolution.... Support isn't even emailing me anymore unless I ask for an update and all they say is that their dev team will hav eto look at it but no one contacts me. This is utterly ridiculous now. This has to be the worst support I have ever dealt with from a networking company. Really makes me want to ditch this company and tell everyone I know in the public sector to ditch them also.

  • in reply to 402vette

    Did you try calling them with a case reference? I can imagine how frustrating this is as I once had an episode like this. Telephoning them got me a lot further although I had a stiff neck afterwards.

  • in reply to Louis-M

    Yes I have been in contact through phone as well as email. It seems to be a more complicated issue that only a select few in the company can resolve and they never call anyone.

  • in reply to 402vette

    Sorry to hear that and I know that's not the answer your hoping for. I suppose all you can do is keep badgering them and hope. Maybe somebody on here has had the same issue?

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