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Slow Support

Wallsy

I am having issues with support.

  1. Only one reply per day (if you are very lucky, usually to ask for more logs)
  2. Have to constantly call for updates
  3. Always getting asked for more logs
  4. Logs are always more than 30 mb, so can never use the Sophos Portal/SDU, and need to use ftp, you need to request these.(another day waiting)
  5. Response time is unbearable, service is very bad.
  6. Been told that the call centre is under staffed and new people are coming.
  7. People in the non UK call centre , have no idea about Sophos. (just hit acknowledge errors and that will fix it)
  8. Seems like support are using the  "more logs" as stalling tactic.
  9. shutting down your case, if no response for 3 days (yes we have other projects we are working on) have to re-open the case. sometimes with a new number.

what is your experience, surly it cant be just me, I have 2 cases open at the moment, feeling frustrated with Sophos at the moment, what are your thoughts?

 

J



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Parents

  • Also having issues with slow support, logged a ticket a while ago that took so long to reply to I gave up after escalating to account managers and escalation managers within the customer care team. Opened a new case regarding the same issue, one reply and they were talking about something completely different. Logged on the 3rd November, 1st reply was on the 8th! no replies since!!

     

    Ticket ID 7682189

     

    All I want is for my users to be able to log in to the self-service portal to get access to their BitLocker recovery keys. Something that was sold as a product feature that does not work and no one seems to want to/ know how to help. 

     

    Very frustrating. Not the first time I've struggled with support slowness, only been a customer 3 months - not a great impression at all. 

Reply

  • Also having issues with slow support, logged a ticket a while ago that took so long to reply to I gave up after escalating to account managers and escalation managers within the customer care team. Opened a new case regarding the same issue, one reply and they were talking about something completely different. Logged on the 3rd November, 1st reply was on the 8th! no replies since!!

     

    Ticket ID 7682189

     

    All I want is for my users to be able to log in to the self-service portal to get access to their BitLocker recovery keys. Something that was sold as a product feature that does not work and no one seems to want to/ know how to help. 

     

    Very frustrating. Not the first time I've struggled with support slowness, only been a customer 3 months - not a great impression at all. 

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