This wont be a long rant, but seeing as all Sophos lines/phone/offices are closed today in Australia I have noone to talk to and assist me, I will post it here.
My company has sold and supported Sophos to our customers for at least 5 years now, and I have been thoroughly impressed with everything they do. I dont even mind that they have bungled this update SHH/Updater thing, their track record is impressive and everyone is entitled to a mistake now and then.
My gripe is that I am working on my weekend trying to restore and resole this issue for 40+ customers with between 10 and 80 machines each.
I tried calling support on Thursday and Friday, and sat on hold for approx 45 minutes and 2 hours respectively. Thats ok, I undersstand that everyone is calling in for support and there will be delays. However I call on Sunday, and the entire Australian HelpDesk solution (which is 24/7) is redirected to a single Vodafone Mobile.
This mobile is not engaged, and rings out to voicemail, I have called approximately 20 times between 9am and 1:30pm today and only had it answer twice. If it were engaged, and he were busy I would understand and wait patiently. Howver not one of my messages have been returned.
My gripe is this, "http://www.sophos.com/en-us/press-office/message-from-the-sophos-ceo.aspx"
"We have Sophos team members cancelling or rescheduling vacations, leaves of absence, and other business activities to ensure we have mobilized every available resource to the task at hand:"
Like I said, I dont mind that this issue occured, just dont tell me you are doing everything you can to resolve the problem quickly, and then put one person on a mobile phone to support every single Australian customer.
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