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...
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.
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.
