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
  • 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!! 

Reply
  • 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!! 

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