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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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    I agree.  We've had Sophos products for several years and support used to be outstanding.  Now everytime I call I get the message that they're experiencing "unusual call volumes", I sit on hold for 10 minutes, then get a technician that doesn't seem to know anything about the products or understand any of the details in the case.  So I explain everything again, go down some obviously dead end troubleshooting steps, and then wait while they 'consult a colleague'  If I argue enough, I can get it escalated to someone who speaks english and knows what the hell they're talking about.  So I know there's still great technicians there but it seems like there's now a huge pool of inexperienced level 1 techs you have to wade through first.  Really disapointing.  Like others, I've been on hold long enough to write this. 

    :55785
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  • 0

    I agree.  We've had Sophos products for several years and support used to be outstanding.  Now everytime I call I get the message that they're experiencing "unusual call volumes", I sit on hold for 10 minutes, then get a technician that doesn't seem to know anything about the products or understand any of the details in the case.  So I explain everything again, go down some obviously dead end troubleshooting steps, and then wait while they 'consult a colleague'  If I argue enough, I can get it escalated to someone who speaks english and knows what the hell they're talking about.  So I know there's still great technicians there but it seems like there's now a huge pool of inexperienced level 1 techs you have to wade through first.  Really disapointing.  Like others, I've been on hold long enough to write this. 

    :55785
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