I have been with Sophos tech support many times past few months. One of the policy Sophos has that if someone calls, the teach needs to work with the customer over the phone to resolve the issue. And if he can’’’’t, they transfer it to second level. But what I found that most time if Sophos first level tech do webinar with customer they can resolve the issue much faster. However I think Sophos has policy that don’’’’t allow first level tech support to do webinar until they have tried all option. I am not sure if this policy to save money but if it is then Sophos is spending more money on staff on troubleshooting the issue than it would cost on webinar. It frustrated customer and it frustrate the tech support.
I think Sophos management should look into this policy.
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