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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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  • 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?

  • in reply to 402vette

    Hi,

    As I previously updated you via DM, this seems to be an issue beyond the reach of support and it needs developer's attention. We pushed the Dev. Team to develop a quick fix RPM on this issue but as the patch didn't work a Developer wants to investigate what causes the code to break. 

    I can see the Engineer informed you about the availability of the developer on weekdays from 12:30 AM EST to 9:30 AM EST. Could you please reply to the mail, when can we arrange the scheduled call?

    Thanks 

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • in reply to sachingurung

    Do you not see a problem with your support hours for the US being pretty much outside of normal working hours for the entire country? This support is an utter joke to say the least.

  • in reply to 402vette

    Please describe the problem so that others will know what kind of glitch you're experiencing that requires a developer's attention.

    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

    I tried to enable SPX encryption and have setup a template and everything but when I try to send an encrypted email it gives me a "binary error" as the bounce back and it does not send. It will also not work when recipient supplies password or generated password is selected, I just receive a bounce back of "password not long enough". All of my settings have been verified to be correct and no other issues are found in the configuration.

  • in reply to 402vette

    In other words my spx encryption feature is dead in the water and I have a department that needs this functionality in the very near future to send medical records.

  • in reply to 402vette
    It may be worth calling your reseller... I am also having issues with Sophos support and my reseller has escalated my issues straight to Sophos US upper management. I’m not sure what was said within Sophos but this morning there was a flurry of activity on my UTM over the support access.
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