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

Thanks for your reply, but I'm afraid its not very helpful when the issue still isn't resolved, and when people are being prevented from working and having to reboot their computers every time. 

This is still an open ticket with no replies from Sophos support since 9th March when it was supposed to be being escalated.

Julia Hammett said:

Thanks for your reply, but I'm afraid its not very helpful when the issue still isn't resolved, and when people are being prevented from working and having to reboot their computers every time. 

This is still an open ticket with no replies from Sophos support since 9th March when it was supposed to be being escalated.

 

You should have been pinged and advised about the update being released.  I am sorry that didn't happened.

The good news is that the release did go out out during Monday.  I've confirmed that in order to resolve the issue on a computer, that computer must be rebooted after it successfully updates.  Now, you do mention that you're rebooting as a workaround, however, in order to take the correct next steps, can I ask that you check on a couple of computers and confirm that (1) the computer is updating successfully (no errors updating/installing/etc.), (2) have been fully rebooted after that update, and (3) the alert is still seen after that reboot?

If there are any problems with updating or installation these can affect the resolution.  It's also worth checking the Update Manager to ensure that's syncing OK.

On a side note, I'm requesting that the article that explains the process on these alerts is updated to provide more information about how to provide the necessary information, what our turnaround on the alerts is, and that computers must be rebooted after the update has successfully been received on the endpoint (the date of the release should have been communicated to you via support so you know when a reboot should stop working around the issue, and starts to resolve it).  Link to the article for future reference: https://community.sophos.com/kb/en-us/125439 

To answer the original question, yes, I too am having a really bad experience with Sophos support.  3 open tickets for months.  No communication unless I initiate it.  No solutions, just workarounds which typically involve disabling some of the product.

Hi David,

Am really sorry for the inconvenience. Do you still have the tickets opened and no answers to them? If so, please share the support ticket number and I will look into it.

Updated: Please check your DM

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

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.

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

Hi Faisal,

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

Hi Faisal,

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

I have thoroughly investigated the case and given you the root-cause of the said issue - on April 14th itself. The underlying issue is concerning a GPO reverting which the issue should disappear. At this point I advise you to involve a Microsoft Windows Administrator or Microsoft Support itself if you are having trouble reverting the said GPOs which are modifying our Services. 

Thank you,

Vikas

I am having trouble even opening a ticket

To start with WebChat is telling me that I need to wait for 174 minutes before anyone can "Chat" with me

So I tried to open a ticket using the webform - which I sent, 10 minutes ago - NO confirmation email has yet been received !!

So much for us having a SILVER Support Contract !!

Come on Sophos - get your act together !