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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 in reply to Weeboo

    Hi  

    Sorry for the inconvenience, Please do share your support ticket number here for me to look into it.

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to Haridoss Sreenivasan

    I don't have a reference number - nothing was received !

  • 0 in reply to Weeboo

    Hi  

    Just to confirm, you did try to open the support ticket from here right?

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to Haridoss Sreenivasan

    Haridoss Sreenivasan said:

    Hi  

    Just to confirm, you did try to open the support ticket from here right?

     

    Yes I did - still no response !

    I have used Sophos forum and have a way forwards though ..

  • 0 in reply to Haridoss Sreenivasan

    Hi  

    Which Sophos Product are you using? Please do brief the issue you are facing and I will be able to help you with it.

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to Haridoss Sreenivasan

    I am having a similar problem, sometimes support it great but then sometimes its absolutely appalling.

    I opened a case and got no response for a week, then I get a phone call saying that because I hadn't responded the case would be closed. I explained that I had no contact prior to that call to respond to. The support rep then got a bit snooty and gave me the 'our email works it must be your end, just log into the sophserv portal then'. I know our email is ok because I was receiving emails about another sophos case from I presume a different call centre. That case was proceeding nicely.

    At the time I was unaware of sophserv and hadn't used it so I asked if he could help guide me to my case. His response was that his shift was about to end and someone else would have to call me back. This was just 5 minutes into the call - what was the point of making call if all you have not intention of helping? I at least got the case number from him before he hung up. I got into sophserv and found there was only the other case listed, no sign of #8105967

    I waited a day or so for that return call but nothing happened so I raised a case on sophserv requesting access to #8105967 and an update. That new case went in, I watched it for the day and there was no response, then yesterday I find its been deleted from my portal - not closed just gone completely.

     

    There is something very rotten in the support systems and it appears that some of the employees or call centres are playing us all for mugs.

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