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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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  • 0

    Hi Matt,

    First of all, let me apologise for the problems you've had in getting a response and resolution to your recent problem. You seem to have been unfortunate in being the victim of a number of slip-ups, particularly with cover for an engineer on vacation not falling into place. I believe you now have a satisfactory response, and that your new Sales Account Manager has been in touch.

    The Support management team have taken a close look at your less-than-stellar experience, and we'll learn from that study. I know you'd rather have a smooth Support experience than an apology, but if there's anything else you need in this case, feel free to contact me direct via SophosTalk's Private Messaging.

    Best regrads,

    spike.

    :40251
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  • 0

    Hi Matt,

    First of all, let me apologise for the problems you've had in getting a response and resolution to your recent problem. You seem to have been unfortunate in being the victim of a number of slip-ups, particularly with cover for an engineer on vacation not falling into place. I believe you now have a satisfactory response, and that your new Sales Account Manager has been in touch.

    The Support management team have taken a close look at your less-than-stellar experience, and we'll learn from that study. I know you'd rather have a smooth Support experience than an apology, but if there's anything else you need in this case, feel free to contact me direct via SophosTalk's Private Messaging.

    Best regrads,

    spike.

    :40251
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