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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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  • Are you able to briefly describe the problems you have?  I'd be interested to know the complexity and at what level you might expect an answer from.

  • in reply to jak

    Jak,

    I think I've pointed out the problems I've had in the post, but if you mean the errors I am getting.

    1. Error - The On access driver failed to determine the name of the file

    2. Update manager not updating (recently found out that it was updating, but showing that it hadn't been updating since the 28/09/17

     

    The level I might expect , is for support to communicate with me to let me know what going on, like every other support I deal with and maybe to fix my errors.

     

    is that to much to ask?

     

    J

     

  • in reply to Wallsy

    Hi,

    I was curious to know the technical complexity of the issues in order to gauge if L2 or higher support/dev would need to be engaged and how that would reflect the total time to resolve, how many rounds of logs, etc...  I don't argue that communication should be proactive throughout and expectation set.  

    I recall seeing a post about the first issue you mention: https://community.sophos.com/products/endpoint-security-control/f/sophos-endpoint-software/79603/e03d0056 to me it seemed pretty transient and just distracting noise in the console.  For that reason I would probably just suppress it. If there was anything more serious with on-access scanning, you would see the state of on-access go bad in SEC. 

    Digging into the root cause of that does would possibly involve some input from dev assuming there wasn't an existing article to cover it.  I would probably suggest the most useful logs there would be a Process Monitor (PML) log, ensuring the system process is not filtered out and a on-access scanner trace log. https://community.sophos.com/kb/en-us/15566.  These would be taken at the same time.  I suppose the issue here is you probably can't generate it on demand and they are both heavyweight tracing to leave on for any extended period of time.   Initially I'd probably see the size of SAV.txt leaving logflags set to 000000ff.  If there error does happen with this level of logging it may give some insight into what the on-access driver saw at that time.  Exclusions (file/folder) may also be another route as these take place in the driver.

    Note: You can see the level to ffffffff (8) which would generate something like 30MB/minute? as it traces all components interactions with the driver.

    As for the second issue. SUM updating but not reporting such sounds like a Remote Management System (RMS) issue.  As RMS is a main component of the on-premise solution I would expect that to be pretty easy to trace down the messages from SUM to the database.

    Regards,

    Jak

     

  • in reply to jak

    HI Jak ,

    Thanks for the reply, if only the other support staff were as interested, I will have a look at what you have linked and set flags once I can get on the users machine again, but thanks for the comprehensive answer and effort.

     

    J

  • 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. 

  • Hi,

    We are sorry for the experience, could you please PM me the case# and we can look into the activities in this case.

    Thanks

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • I have had really good experience with support both here and with support tickets , even on a Saturday. Been very happy with their help so far.

  • in reply to SophosNewby

    Hi SN,

    What is your area or country residing?

    Thank you

  • The lack of support is potentially my company's primary driver to us not renewing our contract with Sophos. On the couple of times I've needed assistance I've either been put through the 'need logs' merry-go-round or all I hear are crickets. Terrible support that a best seem to be an answering service with little to no product experience.

    Great product - lousy support.

    This is my experience from Sophos in Asia-pacific.

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