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Extreme problems with raising an RMA for next business day replacement

Hi All,

The one line summary from my experience so far is that the

"RMA team in 15 hours since the RMA was raised are not sending any emails at all - to a) confirm RMA exists, b) is accepted, c) shipment and tracking details.

and this leaves me and my client in the dark with no idea if and when the unit will be replaced.  Also the RMA team seem completely impossible to contact. 

In detail my problem is:    

I raised an RMA request through GTS with next business day replacement at 10:15 but got no confirmation email by 00:15 (right now) from the RMA team. I phoned customer services to confirm the RMA was open.  It was.  Found out the RMA number from them.   Tried emailing rma@sophos.com as advised by support.  Nothing.  Support say "wait for RMA to contact you".   Customer services say the same.  I am still waiting. 

My questions to the community are: 

 

  • Are you having similar problems with RMA?  
  • What would you suggest?  
  • Anyone have a direct number for RMA team uk?
  • Can you confirm that rma@sophos.com is the right email, and the subject line format is "[#<RMA number>] xxxx"? 

Thanks in advance for any light you can shed on this. 

All the best, 

Adrien. 



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  • Replacement is now working active after I delete corrupted firmware or better say reinstalled new firmware...unbelievable...  Isn´t it neccessary to send back the faulty unit? Because I haven´t got any instructions or return label.

  • Hello MueTi,

    Thank you for the follow-up!

    In your case for this specific RMA the RMA team added a note at the end of the email they sent you saying the faulty device, doesn't need to be returned. 

    You can safely dispose of the device at your own convenience.

    Regards,

  • We also have problems with RMA.

    Waiting for RMA details for more the 48 hours.

    I already have my RMA number but no details.

    There should be a replacement device withing 24 hours, this is by "advanced" RMA contract.

    This is my 4th RMA so I am sadly known with Sophos RMA and support handling.

    From my 4 RMA cases I had one replacement withing 8 hours, so this should be possible if you get the right Sophos Support member.

  • Is it dishonest on our part to sell or charge our customers for advanced support and next day RMA replacement options?

    It seems that Sophos cannot currently be trusted to keep their commercial promises on support or RMA . 

    What do you think?

  • Hello SGH,

    Thank you for contacting the Sophos Community!

    Could you please provide me with your RMA number.

    Regards,

  • I feel good that someone cares but does it solve the problem at Sophos site? I don´t think so. What does Sophos like to do to improve the process at RMA team?

  • Yes, it is good that Emmosophos is here to help.

    Update for my latest RMA case.

    Friday received RMA number within Case ID, telling me to check eemail for getting RMA details.

    Yesterday (tuesday) I received the RMA

    Today (wednesday) exactly 24 hours after receiving the RMA-unit I got this e-mail message with the requested details:

    Your replacement unit has been dispatched.

    Not funny, 4 days wainting for ANY message.

    Funny they call this Hardware replacement ADVANCED

    https://www.sophos.com/en-us/support/technical-support.aspx

    You can also read this PDF about there 24-hour replacement

    www.sophos.com/.../Sophos-Support-Services-Guide.pdf

  • Hello SGH,

    Thank you for providing some information about this. 

    May have the Case ID, so I can email the RMA team to see if for some reason they couldn't send the email earlier! Also make sure to post your concern in the following link https://community.sophos.com/support-portal/ 

    Regards,

  • I have received my RMA unit but have not received info about collecting the defective unit.

    This is 21 ago and no pickup info from Sophos

    After contacting country manager and reseller they told me they will do no testing on defective units.

  • Hello from Hamburg, Germany.

    You already have triggered an RMA and had problems somehow seeing the processing? This is terrible and shocking me, because it took me 3 full days to even generate an RMA! I needed 7 (seven) contacts via support portal, email AND phone, including escalation after 9 hours on the first day, to reach someone to answer / support me (by the way - we are Sophos Gold Partner). Yesterday evening after 45 minutes of waiting in the telephone queue and after 1 hour and 25 minutes of telephone conversation I got an Indian colleague to initiate the RMA. And only now am I in the situation that an RMA has been activated and I have not received any information / e-mails about any further status. And after that - I read that the wait is only just beginning ... What does the word "support" actually mean in the Sophos world?
    My case ID: 03416811, RMA Number: 10094167

    If someone from somewhere (maybe there is still Sophos support) could help / trigger something -> I would be very grateful.

    Cheers, Janbo