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Anyone else experience the Sophos Telephone Support (from UK) taking longer than 20 minutes to get through queue now every-time you call?

I've called support 4 times in the past 7 days week about an issue. The quickest my call was answered was 17 minutes, the longest just lasted 27 minutes and I gave up and put the phone down. The other 3 calls were 22 and 24 minutes before being answered.

Is there some reason why support has suddenly gone very busy or is this just the norm? I don't often have to call support, but, in the past its always been a lot quicker and responsive (5 mins tops).

Particularly annoyed as I've so far got nowhere with the Issue i've raised either.

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0 PierreHumphries over 8 years ago

If it makes you feel any better, I share your pain. They have been awful recently. Long wait times, delay tactics and no resolution in sight.
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0 Wallsy over 6 years ago in reply to PierreHumphries

send me logs (that will delay the customer another day) :)
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0 Andy Hipple over 6 years ago

I'm with you. I was on-hold for 25 mins, they disconnected me when picking up, back on-hold for another 24 at this point. It's been over 45+ for my last two calls. I do not have time to play the email support game for a paid product when we are having issues! if this doesn't get better quick I'm switching back to Norton when our Nov Renewal comes up!
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0 Karlos over 6 years ago

Sorry to hear about your experience with our Phone Support. We absolutely value your feedback and will share this with the management team.

Also, if you aren't aware, we also offer Live Chat and Twitter as an additional portal to our Support Team: Support Contact Page

Thanks,
Karlos

Karlos
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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0 Andy Hipple over 6 years ago in reply to Karlos

Understood, Live Chat was offline (ie no agents available) at the time I needed support. I also was directed to a servpro page where I thought I was filling out another ticket. It's been three hours and no contact back on what I listed as an urgent issue. I have the issue "patched right now" but something changed, we have been running the same setup for the last two years......
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0 Karlos over 6 years ago in reply to Andy Hipple

Hi Andy,

What is your Case ID so I may follow-up?

Thanks,
Karlos

Karlos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
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