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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


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    Matt,

    It's just bonkers that a major company doesn't have anyone immediately step in when an engineer goes out, is sick, has to go away on a course or whatever. ALL calls they are currently on should immediately be reviewed by another engineer. There could very well be critical issues that need a reply. In our case, a gateway servicing around 3k messages a day was down without any access to quarantine and it isn't smart that they just leave it in limbo. Even raising another support request should have kicked someone into action but that didn't get answered and still remains unanswered now.

    As for customer care's response - what on earth they were thinking, beggers belief. If they're licensing management only then they should call themselves 'licensing' not 'customer care'. If I have a problem with support, I need someone else to step in and mediate and that's what customer care is all about. With no account management available, who else do I call? They have a long way to go to lift themselves back again up in my books.

    Matt

    :40235
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  • 0

    Matt,

    It's just bonkers that a major company doesn't have anyone immediately step in when an engineer goes out, is sick, has to go away on a course or whatever. ALL calls they are currently on should immediately be reviewed by another engineer. There could very well be critical issues that need a reply. In our case, a gateway servicing around 3k messages a day was down without any access to quarantine and it isn't smart that they just leave it in limbo. Even raising another support request should have kicked someone into action but that didn't get answered and still remains unanswered now.

    As for customer care's response - what on earth they were thinking, beggers belief. If they're licensing management only then they should call themselves 'licensing' not 'customer care'. If I have a problem with support, I need someone else to step in and mediate and that's what customer care is all about. With no account management available, who else do I call? They have a long way to go to lift themselves back again up in my books.

    Matt

    :40235
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