Ongoing Issues with License Ordering and Lack of Communication

Dear Sophos,

I am reaching out in this forum to address a recurring issue that we, as loyal customers of Sophos and ALSO, are facing. It concerns the ordering and delivery of licenses, a process that has unfortunately led to repeated frustrations lately.

Despite multiple orders of licenses through ALSO, we were informed that the requests have been forwarded to Sophos. However, to this day, we have not received any concrete answers or solutions. Notably, these licenses have already been invoiced, although they have not been made available to us yet.

Another concern involves our direct contact at Sophos DACH. Unfortunately, we have also not received any responses to our inquiries here, further complicating the situation.

Considering the recent price increases for Sophos products, this lack of communication and customer service is particularly disappointing. One would expect that with rising prices, the quality of service and reliability in processing would also improve.

In addition, we have requested NFR licenses, on which we have been waiting for several weeks now for a response. It is regrettable that in this area too, there has been no prompt processing or feedback.

I am turning to the community to find out if other customers have had similar experiences and how they have managed these challenges. Any feedback or recommendations would be greatly appreciated.

Thank you for your support, and I hope that we can find a solution together.