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Sophos phone support feedback

Does anyone know where you can give feedback regarding the Sophos phone support service?



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  • Hi Bob

    Ah, that's handy - Thanks.

    Just wanted to say that while the support when you get it is excellent, getting it is another matter.

    I dread late afternoon Sophos problems that can't wait until the morning. Case in point - Yesterday evening.
    Prepping a laptop to go out to a member of staff today I could not get POA to behave. Called support at just gone 6 so already an hour late leaving work, not a huge problem, but I then sat in the queue for 2 hours and 5 minutes at which point I was just thrown out of the queue. Now three hours late leaving without even starting to get the issue resolved.

    Called back first thing this morning & was speaking to someone within a minute.

    That wasn't the first time I've been dropped after going over the 2 hour mark in the queue, and it's often well over an hour if I hit the American queue instead of the UK one (which closes at 5:30 apparently).


    2 hours and 5 minutes of a 20 second loop of music while being thanked for holding every 40 seconds is probably banned under some Article of the Geneva Convention...

  •  

    Sorry about your experience, I agree, it does sound like it should be illegal in some capacity. If you do encounter that again you can let me know and I will expedite things on my end. I will also pass this along to the support managers.

    Regards,

    Bob

  • Similar experiences here.

    Opened a high-priority case (6007085) on Friday morning....real-time protection disabled on over 200 endpoints after recent Sophos Cloud update. Called for an update on Sunday morning because I had not heard from anyone at Sophos. Tech said no one was in in the Cloud dept. and that I would get a call back in an hour or so. Sunday afternoon I submitted a critical ticket because I still had no response.

    Got an update a bit later saying that my ticket was being reviewed and escalated.

    Still no response this morning. Not very impressed with Sophos support right now.

  •  

    Hello,

    I will follow up with the engineer assigned to your issue and let them know to contact you as soon as possible. 

    Regards,

    Bob