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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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    We recently renewed our suite of licenses and our reseller got us 'VIP' support thrown in, which has been what standard support used to be in the old days (meaning it's great).  I know they're working on getting standard support back up to snuff, and I have faith they will (eventually), but if people still have stories about 90 minute hold times, something obviously still isn't right.  So from my experience, I would push hard for your acocunt rep, or reseller if you're in that stage, to get you VIP support.  Failing that, my rep was always willing to get involved in individual support cases and get them escalated without any screwing around.

    :58156
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  • 0

    We recently renewed our suite of licenses and our reseller got us 'VIP' support thrown in, which has been what standard support used to be in the old days (meaning it's great).  I know they're working on getting standard support back up to snuff, and I have faith they will (eventually), but if people still have stories about 90 minute hold times, something obviously still isn't right.  So from my experience, I would push hard for your acocunt rep, or reseller if you're in that stage, to get you VIP support.  Failing that, my rep was always willing to get involved in individual support cases and get them escalated without any screwing around.

    :58156
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