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Ongoing issues with Helpdesk

nadia haik

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/



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    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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  • 0

    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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