Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 10 replies
  • Subscribers 19 subscribers
  • Views 28961 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Sophos, you've lost the plot!

MawfTech

Getting really hacked off now with Sophos. Support is fading into oblivion, mistakes and poor product releases marring products and now customer care that's definitely not 'Ronseal'.  

Recent call to tech support to fix problems in Sophos Puremessage resulted in no response for a couple of days. Then an engineer finally picks up and responds, gives a couple of answers then disappears off the radar for 2 days. No matter what we did, we could not get anyone at Sophos to respond. Even raising another ticket via email resulted in NO action.  

Fire an email off to my account manager - it bounces, they left last November. Great! Perhaps someone should pick up their emails or at least contact the customers to re-assign to someone else.  

Fire off an email to Customer Care - low and behold, the original technician answers an email and......then goes dead again. Get a response back from Customer Care and they chased and then 'closed' their case. Asked not to close until we have a satisfactory answer and get back - quoted from their email "but that is not the role of Customer Care. Customer care is for licensing queries" - what? I think my command of the english language still interprets Customer Care as 'caring for the customer' not 'licensing'..  

Come on Sophos, get a grip. Please!  

Matt

:40165


This thread was automatically locked due to age.
Parents
  • 0

    Hi Matt,

    Problems with Sophos Puremessage for Unix. We lost a gateway and cloned another VM to recreate it. After changing the config to now be the new gateway, the quarantine manager broke and left us with a bunch of emails stuck in the quarantine. Should be relatively easy to resolve but plagued by silence from Sophos.

    Support on this platform is extremely limited - I think we're only talking about a handful of people throughout Sophos actually know the system at a supportable level. Support are notorious at clinging onto cases for all packages which bugs me. That is, when you get your first answer and are assigned to an engineer, you stay with that engineer even if they are out of office go on vacation or whatever, it doesn't get handed over or anyone else step in to assist. Some of the responses I've had while chasing this have been clearly poor and it should have been easy for my team to handle without me needing to get involved.

    Matt

    :40185
Reply
  • 0

    Hi Matt,

    Problems with Sophos Puremessage for Unix. We lost a gateway and cloned another VM to recreate it. After changing the config to now be the new gateway, the quarantine manager broke and left us with a bunch of emails stuck in the quarantine. Should be relatively easy to resolve but plagued by silence from Sophos.

    Support on this platform is extremely limited - I think we're only talking about a handful of people throughout Sophos actually know the system at a supportable level. Support are notorious at clinging onto cases for all packages which bugs me. That is, when you get your first answer and are assigned to an engineer, you stay with that engineer even if they are out of office go on vacation or whatever, it doesn't get handed over or anyone else step in to assist. Some of the responses I've had while chasing this have been clearly poor and it should have been easy for my team to handle without me needing to get involved.

    Matt

    :40185
Children
No Data
Unfiltered HTML