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Support since new format (still) very diminished

brvx

Since the new format, support appears to be sorely lacking. Many questions not being replied to, adequately replied to or followed through by SAV staff. One example of many: this thread, where Bob Cook asked me for an Intercheck process sample. Supplied days ago but not responded to.

https://community.sophos.com/products/free-antivirus-tools-for-desktops/f/17/t/9888


Hoping that this is only a temporary state of affairs. I have several other questions, but haven't posted them because getting answers has often been quite frustrating  lately.


I think we all realize that we can't expect the same kind of support that we would get with a paid app. However, free or not, we are installing a program on our computers which makes significant system modifications and which we are permitting to make any number of different outgoing connections, and related questions should really be replied to by staff, not just other users.

Without at least the kind of support we formerly received, I think I will have to rethink whether or not I want to continue running Sophos--especially now with the new 9.4, which has implemented many changes.



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  • 0
    Please reply. This is becoming a chronic problem with the 9.4. About ready to uninstall it completely.

    community.sophos.com/.../31208
  • 0
    Hi brvx. I really appreciate your comments and we are going to improve on our responses and response time. I'll reach out to bob and get him to respond. Please do post additional questions and I'll help chase down answers for you. Feel free to ping me whenever you like if you don't hear from a community member or Sophos Staff.

    I hope you continue to use this and other Sophos products.
  • 0 in reply to Sure Win 2
    Glad that someone finally replied. I've had to turn off the On-Acess Scanner because of these freezes from Intercheck--kind of pointless having Sophos if it has to be like that. Hope someone looks into this soon and hopefully provides a patch to fix it. As it is, running the 9.4 has become unbearable.

    Never had this issue with any prior version.

    Please see my posts about Intercheck, including process samples, here:

    community.sophos.com/.../9888
  • 0 in reply to Sure Win 2
    Would be good if you also replied to other posts in this Forum, or does it take a threat to stop using Sophos?
  • 0 in reply to RTP
    Hi RTP. Definitely working on getting our experts to look at the other posts. I recognize we aren't responding as quickly as we should be.
    We want to help our customers including you.
  • 0 in reply to brvx
    and have responded and are looking into your post. Sorry again for the delays
  • 0
    Hey I just wanted to chime in on this, mostly to apologize for being so illusive for the last month or so.

    Since the launch of the new community I've been swamped with a couple other projects, and *then* I had the nerve to take a short vacation. I know, how could I?? Anyway, I'm back now, trying hard to get caught up on everything. I know none of this *should* impact wait times, but right now we have a very small team, so we're doing the best we can.

    Best,
    Serra
  • 0

    Seeing no replies, deja vu all over again: This question has been up, with zero replies, for almost 2 days. Is Bob Cook still not seeing these?
    community.sophos.com/.../10787

    As I said in the OP, "I have several other questions, but haven't posted them because getting answers has often been quite frustrating lately."

  • 0 in reply to brvx

    Hi Brvx,

    Bob actually replied yesterday, just a few hours after I forwarded your email over to him:

    Because you replied to a post that was already marked as solved, the default view only shows "Answers" rather than showing "All replies". To make sure you see all the replies, please make sure "All Comments" is selected. 

    That said, I'm surprised you didn't get a notification about the reply. Do you have the "Notify me when someone replies to this post" box checked?? It should appear just above the green "post" button below your reply.

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