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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?

DavidRobinson

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

    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.
  • 0 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 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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