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Support

John-VonKidding

What the hell has haappened to support?  Everytime I call in I get someone that cannot understand my issue and barely speaks english.  If i call back I get a completely different answer so I am not really sure which one if either is true.  Is it true now that if I am a North American standard support customer that I will no longer be getting local support and getting someone Manila?  I thought support was always follow the sun and i would be getting someone in either US, Canada, AU, or UK?  How does Manila fall into this?  What time can I actually call and get someone in the US?  When I bought a the product years ago I was told I would always get local support.  I certainly hope this is the case still.  I left other vendors when I started getting bad support and that seems to be the case now with Sophos

:54271


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  • 0

    Good morning everyone!

    I too have noticed that support lately appears to be somewhat lacking. The last two cases I have submitted online appear to get routed outside the US. Response times are slow and it doesn't seem that the techs are fully understanding or are listening to the issues we are experiencing. This causes delay as the techs seem to only respond to my cases once per day which can drag the issue on for days. I submit cases online with the thought of streamlining the process for Sophos. However, when a tech gets my case and is ready to look into the issue I would recommend that the techs simply give me a call while they have the case to fully understand what is going on rather than assume. If this is too time consuming for the tech then perhaps you are running too lean. 

    We have invested a lot into Sophos products (Endpoints, UTMs, Access Points, REDs etc.). I've actually been sitting on hold while typing this making for a total of 40 minutes between the first time I tried earlier this morning and now. . Now i'm thinking, I insourced certain aspects of our network with the idea of having support available should we run into a serious issue. With the amount of time I've been on hold this greatly concerns me.. 

    Renewals are coming up soon - I highly recommend this gets addressed as IMO it's what USED to set Sophos apart from others. Should a major issue arise, enterprises can't wait hours for tech support. 

    :55766
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  • 0

    Good morning everyone!

    I too have noticed that support lately appears to be somewhat lacking. The last two cases I have submitted online appear to get routed outside the US. Response times are slow and it doesn't seem that the techs are fully understanding or are listening to the issues we are experiencing. This causes delay as the techs seem to only respond to my cases once per day which can drag the issue on for days. I submit cases online with the thought of streamlining the process for Sophos. However, when a tech gets my case and is ready to look into the issue I would recommend that the techs simply give me a call while they have the case to fully understand what is going on rather than assume. If this is too time consuming for the tech then perhaps you are running too lean. 

    We have invested a lot into Sophos products (Endpoints, UTMs, Access Points, REDs etc.). I've actually been sitting on hold while typing this making for a total of 40 minutes between the first time I tried earlier this morning and now. . Now i'm thinking, I insourced certain aspects of our network with the idea of having support available should we run into a serious issue. With the amount of time I've been on hold this greatly concerns me.. 

    Renewals are coming up soon - I highly recommend this gets addressed as IMO it's what USED to set Sophos apart from others. Should a major issue arise, enterprises can't wait hours for tech support. 

    :55766
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