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Anybody else having trouble with Sophos Support not responding to open tickets?

tmook

Hi, 

Anybody else having trouble with Sophos Support not responding to open tickets?  I created a ticket 3 weeks ago, I got a response immediately and we worked through the issue for a few days.  Then I sent in a SDU log and they asked for some time to review the log, and it's been 2 weeks.  I've sent multiple emails asking for updates.  I created a new ticket to ask for an update on the old ticket and got no response.  I've called the Support phone number and left a voicemail and received no call back.

I've had issues before that Sophos was really helpful in helping me work through my issue, but this is pretty poor.  

:51088


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  • 0

    Hello,

     

    We are facing big time trouble from Sophos support they don't respond to open tickets and in weeks if they response they only ask for SDU logs every time now fresh logs.

    Even the 2nd level support is not that helpful. I think they need to be more educated and training about the product.

    A big example: Yesterday their 2nd level support gut respond to more than a month old ticket and rather than fixing the raised issue he messed with the main production server.

    Helpless,,,, where to contact now? We have over 2000 clients Lic. and I've no idea when this will be fixed and will be smooth. After this the support engineer took the SDU logs and asked for a day to check the logs and will get back with the solution hopefully.

    Thanks

    Regards

  • 0 in reply to Faisal Raza1

    Hi Faisal Raza1,

    My apologies for the experience that you had. Please DM the case number so that I can have a look into it and make sure the case is moved in the right direction.

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Gowtham Mani

    Hello Gowthman,

     

    Below are the tickets that are yet pending. Would highly request to assign the tickets to well aware 2nd, level support engineer to avoid trail and error in production environment.

    [#7897945] This is the recent worked and became most critical as the Update Managers have stopped getting updates from Sophos.

    [#7913042] 

    [#7676098]

     

    Thanks & Regards

    Faisal

    +966568810633 / +966509046966

  • 0 in reply to Faisal Raza1

    Hi Faisal,

    Thanks for the details, let me check with the respective cases and get back to you.

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

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