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.
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.
