Are you satisfied with Sophos Support?

Do Sophos have support then?

I have been trying to call them and email them for weeks about issues with no answer or reply.

Hello FK,

rats! - I shouldn't have suggested Support in my latest post :smileywink:

Guess we are talking about DACH and Support in Germany. Most of the time I use the Web form, sometimes I call. I've always got a response. There are one or two lingering or unresolved cases but the issues are rather arcane. 

I've never used the address given here (namely customercare@sophos.com) but you might want to try it if you don't have any other contacts (like your reseller).

Christian

I mainly use the web support form and for that I have no complaints whatsoever. In the past years I have dealt with Sophos (4-5) I have always received a reply within 24 hours, sometimes even a call back on issues more complicated.

Now as to the Support Information on when products expire, lifecycles, mandatory updates, etc..., I find it non-existing. We never are informed about anything and always find things out the hard way, either when all the machines get forcefully updated or we get pop-ups on machines saying the support will cease in xxx time.

I keep getting told there is a special list where  you get these updates, but after trying to get on it for the past 2 years I now gave up on it.

We are evaluating the Sophos software as an option to replace our current anti-virus.  So far, Sophos support has been some of the worst I've come across in the 20 years I've been in the business.

I first called in and waited about an hour on the phone and finally gave up and used their call-back option.  It was about 4 days later before someone called back.  The message they left me was a suggestion that I e-mail their support team.

I then sent an e-mail to them with my question in it.  It has been 4 days again and I haven't heard back from them.

Horrible support!

Hello sacog,

this is definitely not the normal level of support. OTOH this is, if I understand correctly, pre-sales. If a reseller is involved they should be the primary address for any questions. Otherwise I'd contact sales@sophos.com (or nasales@sophos.com in North America).

Christian

lol Christian you did it,

Why do you think that I am posting quite often in the Forum?

Because i am tired of openning support tickets and get no reply for months. Over the last 3-4 Months this is how it goes.

You write Email to sophos support, you get automatic respose.  To be honset the early reply are relatively quick, but then these replies are mostly default replies. Once it gets little unconventional and techy then it can take months.

In my optinion and Experience Support Quality should be improved. My feeling is that there is not enough qualified staff. There are few people who offer excellent support and it is fun to interact with them. But there are few who really sucks and you ask yourself have I emailed or called someone in the Fish Market. So it always depends what issue and which component.

So why am I still with Sophos?

1) I have a Contract

2) I beleive in the Product, in my opinion managing Security Komponents and Policies with Sophos is lot easier than other products in the market. Few more false positive and continued unprofessional support might change my mind.

It could be that i have bad vibes so I thought to ask other users and get a fair image of Sohos Support.

FK

It could be that i have bad vibes

I don't think that I get special treatment - admittedly over time there were two techs with potential for improvement, one I haven't contact with for quite some time and the other one has definitely changed for the better. Maybe I'm just asking the right questions :smileyvery-happy:

it always depends what issue and which component

That's not unlikely. I've been in the business for more than 30 years - there are situations where you just can't give a meaningful (or honest) answer.

Christian

So far i've had really good luck with Sophos support.  Each time i've called or emailed i've spoken with someone directly and my issues have been resolved.  No one has ever been disrespectful.  (we used to be solely symantec shop.  I was laughed at one night by a symantec support engineer and talked to like i was stupid.)  

That being said, when we purchased the product we were under the impression that we'd be able to remote filter laptops that were not on our domain.  Unfortunately we cant and I would give anything to have this option to be available.  Still, we're happy so far. 

Hi,

What does "remote filter laptops" mean?  Manage remote laptops?

Regards,

Jak

HI,

>What does "remote filter laptops" mean? Manage remote laptops?

Maybe refering to Managed and unmanaged terminology from Basic NAC.

Regards
FK