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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,

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