Support is horrible

Hi, 

We are sorry for the experience, could you please PM me the case# and we can look into the activities in this case.

Thanks

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

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.

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

Same experience!!! They say we will contact you by the email provided, nothing 2 months later

Been here with this one via email. I now phone up and the 2 times I have used them, they have been good and taken the time to explain things etc.

So if you have the support, call them up.... and then chase them too.

Hi All,

If you have a bad experience with Support and Engineers activities then please DM me the case#. Alongside, I have my Team monitoring the @SophoSupport Twitter Handle. If you have any queries in regards to a case or an issue please Tweet us and we assure you a quick assistance and we shall try to help you to expedite the case.

Thanks

STILL fighting with support.... The RPM didn't resolve the issue and so now it's been 2 days since I hear anything else, and now get an email of "a developer is available for the next 30mins for a live session" well of course I couldn't respond fast enough so I doubt I will hear back from this company for another couple days with more excuses and no resolve... This is becoming ridiculous to say the least.

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.

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.