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]
Parents
  • 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.... 

Reply
  • 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.... 

Children
  • FormerMember
    0 FormerMember 2 months 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,