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Are you satisfied with Sophos Support?

FK

Hi all,

 I would like to know your opinion about Sophos Telefon/ Email Support in general.

Let us be honest and consider the time prior to SHH/Updater-B Fiasco

It has been almost over two years and I have experienced several issues and discrepencies repeatedly.

These include:

Not responding to Emails (Over months :)), you have to keep on sending reminders

Forget to forward Email or files to third level support

Many Cases open over 6 Months

Last not least how is your experience with Support when it specially comes to NAC.

I thank you for any feedbacks and participation.

Kind Regards

FK

:34207



[locked by: SupportFlo at 3:10 PM (GMT -7) on 28 Aug 2018]
[unlocked by: SupportFlo at 3:46 PM (GMT -7) on 28 Aug 2018]
[locked by: SupportFlo at 3:49 PM (GMT -7) on 28 Aug 2018]
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  • 0

    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

    :34393
Reply
  • 0

    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

    :34393
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