Ongoing issues with Helpdesk

I’ve found over the last two years that Sophos Support have less product knowled ge then the sales team. Just spent an hour explaining to Level 1 what Sophos Central Email Gateway was, and what an MSP license is and why it doesn’t have a license key. https://1921681001.id/

Is it just me or has support been getting worse and worse? I’m actually shocked it’s come to this but I feel I need to put a case to Sophos with evidence from the community before they’ll improve! https://19216811.cam/



saas
[edited by: nadia haik at 12:18 PM (GMT -7) on 10 Aug 2021]
  • FormerMember
    0 FormerMember 1 month ago

    Hi ,

    I sincerely apologize for the inconvenience! 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 and support case id. I'd be more than happy to look into it for you and follow up with internal teams.

    Thanks,

  • Harsh,

    I have to comment on this, too: last week I had a "survey call" from Sophos, because I dared to complain in a follow up to a ticket from Sophos support.

    So I had a lady at the phone with something I could identify as "english" after some 30 seconds.

    She didn't even try to understand my problem with Sophos in this case, she just wanted to now, if the colleague working as last person in a row with me on that case, was doing a bad job or not. After confirming, that it was not that person, which I was complaining about and yes, he did a good job, the call was terminated on her side. The root cause of my complaint was never asked about, so this senseless "survey" puzzled me completely!

    But this is typical: they just don't care! You tell them facts, they listen and do - something else!

    They don't care about the details of the products, they ask three of five times/ emails the same things they asked in all the mails before - they don't bother. This is stupid.

    Mit freundlichem Gruß, Regards from Germany,

    Philipp Rusch

    New Vision GmbH, Germany
    Sophos Silver-Partner

    If a post solves your question please use the 'Verify Answer' button.

  • Hello Jprusch,

    Thank you for contacting the Sophos Community and the feedback.

    May know what was the Case ID you were reached out about this survey call, and if you happen to have the name of the person that called you, so we can follow up with our internal team.

    Regards,


     
    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Hello Emmosophos,

    the case ID is 04185474, but I really don't  remember the name of that lady, that called me.

    But believe me: this simple case of a DOA-replacement was a nightmare for our customer.

    Mit freundlichem Gruß, Regards from Germany,

    Philipp Rusch

    New Vision GmbH, Germany
    Sophos Silver-Partner

    If a post solves your question please use the 'Verify Answer' button.

  • Hello JPrusch,

    I understand how frustrating it might have been for your client.

    I have reported this to the manager of the engineers assigned to the case and to our Escalation Manager as well related to the port survey call.

    Regards,


     
    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Just thought I'd add my +1 to say that I have also found that Sophos support has become extremely poor over the last few years. For a while, the responses were poor and the staff did not appear to know the product at all. Now, I don't even get a response....

    Added to the increasing instability of Sophos products I fear it may be time to part ways with Sophos entirely.... 

  • FormerMember
    0 FormerMember 1 month ago in reply to Ross McCullough

    Hi ,

    We apologize for any inconvenience you have experienced. We’re actively working on initiatives to improve the overall Support experience and appreciate your patience.

    Is there a support case number that you can share with me via a personal message? I'd be more than happy to look into it for you and get it resolved at the earliest. 

    Thanks,

  • Agree fully! I have had multiple bad support experiences. Each time I have to get our enterprise account manager on the phone.  Support techs are not very thorough, don’t understand the products, in my case active / active ha on an xg blew their mind. Had a license issue when the pair failed, couldn’t get anybody to fix it for days.

    I jumped up and down and with CDW’s help finally got both pro services and a great engineer from England on the line if I recall correctly.

    the support manager told my sales rep that their were no issues with support. Lol

    It’s got to get fixed!!