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Is this the death of Sophos?

DavidWorden

You don't answer the UK support hotline,
You don't respond to support emails,
You have renewed our licenses with licenses that appear invalid,
You appear unwilling or unable to resolve this problem. (#5411146 if anyone is still there)

Is Sophos a company that we should entrust our companies security to?
Given the above then I think the answer to that, for us, is pretty obvious.



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  • 0

    Hi David,

    I've checked your ticket and see there has been constant updates (internally) to get the problem resolved for you, however you should also have been kept up to date and I apologize for this. The engineer working on your case will have, by now, already updated you via email while also escalating the issue with our Sales team (as it's a licensing issue I believe).

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  • 0 in reply to ruckus
    It was far worse than not being 'updated', on the 11th we were informed that our case was being passed onto 'customer care' who would be in contact shortly.
    Then nothing and no reply to our emails on the 15th, 17th and 18th asking for an update. No one answering the 'Support Helpline' when we tried that on 2 separate days, both times on hold for over 30mins before we hung up because 'All our engineers are busy', really?

    Sorry but if you won't or can't answer your own support phone or at the very least acknowledge receipt of our emails then for us, the customer, you are uncontactable and effectively no longer exist in order to provide support for products that we have purchased from you and for us running a business that just isn't good enough.
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  • 0 in reply to ruckus
    It was far worse than not being 'updated', on the 11th we were informed that our case was being passed onto 'customer care' who would be in contact shortly.
    Then nothing and no reply to our emails on the 15th, 17th and 18th asking for an update. No one answering the 'Support Helpline' when we tried that on 2 separate days, both times on hold for over 30mins before we hung up because 'All our engineers are busy', really?

    Sorry but if you won't or can't answer your own support phone or at the very least acknowledge receipt of our emails then for us, the customer, you are uncontactable and effectively no longer exist in order to provide support for products that we have purchased from you and for us running a business that just isn't good enough.
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