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FloSupport

Hi All,

We have created a short survey to gather feedback on whether we should offer additional channels for contacting Sophos Technical Support via messaging apps. Currently customers can correspond with Support via phone, web form, email, web portal (SophServ), Live Chat, and Twitter.

It’s a very short survey and we would appreciate hearing from you!

Link to survey This survey is now closed (April 15th 2019).

Thanks,

Parents

  • Same experience here, no case notes, passing problem off and having to start over with new person, 7 hours in hold queue today, 2 hours yesterday, opened a web ticket and no ack email, no trace of that email to be found.    This is a crucial network component, that impacts user productivity and our business.  if you guys are serious about being enterprise class, you need to reduce time in queue to less than 30 minutes and give your support staff time/ability to follow up if a call is dropped (2 times today as well).  I can't state enough that  2+ hour hold times per call are unacceptable.  

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  • Same experience here, no case notes, passing problem off and having to start over with new person, 7 hours in hold queue today, 2 hours yesterday, opened a web ticket and no ack email, no trace of that email to be found.    This is a crucial network component, that impacts user productivity and our business.  if you guys are serious about being enterprise class, you need to reduce time in queue to less than 30 minutes and give your support staff time/ability to follow up if a call is dropped (2 times today as well).  I can't state enough that  2+ hour hold times per call are unacceptable.  

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