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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

    Thanks Spike.

    Yes, Sophos customer for > 15 years and I've had some ups and downs during that time. I'm hoping we all learn from this and it's not repeated. Most frustrating to just have no one at all talking to you even a junior technician explaining that someone's away would have worked. It cost my key support guy for our gateways several hours of wasted time looking himself over scripts and configurations to figure out what someone there should have known in minutes simply because we had days without a response and messages stuck. In the past, I've just fired a 'go kick someone' at our account manager but since Sophos no longer deal direct, that seems to have lost it's lustre now and my last A/C manager leaving without a follow up from her or someone taking over made it even more frustrating.

    Sigh, grumble, head up, rant over.....move on :)

    Matt

    :40253
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  • 0

    Thanks Spike.

    Yes, Sophos customer for > 15 years and I've had some ups and downs during that time. I'm hoping we all learn from this and it's not repeated. Most frustrating to just have no one at all talking to you even a junior technician explaining that someone's away would have worked. It cost my key support guy for our gateways several hours of wasted time looking himself over scripts and configurations to figure out what someone there should have known in minutes simply because we had days without a response and messages stuck. In the past, I've just fired a 'go kick someone' at our account manager but since Sophos no longer deal direct, that seems to have lost it's lustre now and my last A/C manager leaving without a follow up from her or someone taking over made it even more frustrating.

    Sigh, grumble, head up, rant over.....move on :)

    Matt

    :40253
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