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Feedback: Support getting worse and worse

Alimhan Abdukadyrow1

Lately I have had more and more bad experiences with Sophos support. They ask 2-3 of the same questions. It is sometimes not answered for over a week on critical issues. I was otherwise always very satisfied with the support. Do I have to expect this to be the case every time? 



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  • FormerMember
    0 FormerMember

    Hi ,

    I sincerely apologize for the inconvenience, and we're actively working on initiatives to improve the overall Support experience. Indeed, this isn't the experience that we want you to have. I've sent you a PM requesting some information regarding your account. I'd be more than happy to look into it for you and get the issues resolved at the earliest. 

    Thanks,

  • 0 in reply to FormerMember

    Hi H_Patel,

    thank you for your reply. 

    It is good to see that efforts are being made to improve.
    As a matter of principle, I don't want to blame anyone personally.
    Of course, I'm happy to respond to the PM. After all, it's in my interest if the support is of a high standard.

  • FormerMember
    0 FormerMember in reply to Alimhan Abdukadyrow1

    Hi ,

    Thank you for sending over support case details; I've followed up with the support management team about your support case and experience. Please don't hesitate to reach out to me if you need any help with the support case follow-up. I'd be more than happy to help you. 

    Thanks,

  • 0

    I too would like to express quite a dissatisfaction with the EU/UK side of the support team, with delays and rather technically insulting questions including the support team not reading the actual request at all.

    The last response I got from them had nothing in it and the previous one was "must be your computer that's broken" and that was it?!

    I now have even more issues I need assistance with but I'm too hesitant to open another case.

  • 0 in reply to Ian Hellier

    Hello Ian,

    Would it be possible for you to share the Case IDs so I can follow up internally with our management team to get this investigated for you?

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    04192100 was a reopened case, prior to this case the support rep was helpful however being in NA and I'm UK the time zone difference just didn't work and it was when the case moved to EU that I was greeting with rubbish.

    Initially I was just given 2 links with no note of why, I saw no relevance in the links considering the explained situation. The 2nd time I was told it was my computer probably at fault, also irrelevant considering the explained situation, and the last was just an email with nothing in it.

    Ta

  • 0 in reply to Ian Hellier

    Hello Ian,

    Thank you for the Case ID, I have reported the engineer assigned to the case to their manager and our escalation manager, reading in the description of both cases it seems you have issues with setting up Azure AD sync federated access, have you read out to your Sales Engineer or Professional services to get assistance with this?

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    Hi,

    Vikas called me and was very helpful, great work by him figuring out the issue.

    For public humility on my part it was all working and I was just using the wrong link for central for staff to access. I'm not sure why but either the documentation didn't have it or I didn't see (probably the latter) which caused a great amount of confusion for me.

    *facepalm*

    Still, Vikas understood my issues whereas the previous case people didn't seem to so my concerns were valid.

    Thanks Emmanuel for re-raising it, much apprecaited.

  • 0 in reply to Ian Hellier

    Hello Ian,

    Thank you for taking the time to update the community, I am happy to hear the issue has been resolved.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
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