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Sophos Home Premium support issues...

I am a Sophos partner based in Melbourne, Australia. I have clients that use your Home Premium product. The issue I am having is support is woefully inadequate, for the following reasons:

1. I used your Sofia chat-bot to troubleshoot the achingly old and repeated "Action Required" failure (as all the KB articles you have published have not resolved this issue for this client, as they have with multiple other clients, previously). This time everything has failed to work. So, after going through the chat session, with Sofia, a couple of times (first time led me down a garden path before spitting me out), I ended up selecting the option to have a case opened. The bot confirmed the case number and said I'd be contacted by email. However, at no point during the chat session had Sofia asked me to enter my name or email address. So, how can she have created a case for me?

2. I contacted your partner support team who stone-walled me saying they cannot deal with any Sophos Home issues. Regardless of whether they are product or support system failure (as outlined above) issues. They suggested I call the Sophos Home support team, who only operate between 8am and 5pm EST. This means I have to be ready to call your support team by 7am, my time, and hope it doesn't take any longer than an hour to get through to someone and resolve the issue.

For a global software company to offer 8x5 EST only support on its "premium" product for home users is woefully inadequate. You also need to fix the Sofia workflow to actually identify the people being chatted with. You also need to offer better support options for your partners that in reality, have to deal with customers that use your home product.

Sadly, these support systemic, as opposed to product, failures are, in my direct experience, pretty common to your home product.

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  • Hello there,

    Thank you for contacting the Sophos Community.

    I am sorry to hear about your experience, but thank you for the feedback,

    If a customer is signed to Sophos Home with your Premium Account, the bot can automatically route you to chat or create a ticket ( off hours) on your behalf; that is how the system knows who you’re; it’s based on your Sophos Home account. 

    The Sophos Home team works Mon-Fri 8AM - 8:00PM Eastern US time as stated in the Doc.

    The email you used to lose to Sophos Home is the same one you use for the Sophos Community? If not, please share the email you used to log in to Sophos Home Premium and or the ticket number so that we can have Sophos Home Support Involved.


    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
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