Are you satisfied with Sophos Support?

In all honesty im quite happy with the sophos AV support (we didnt really get hit by the recent false positive). 

But the encryption support is a joke, ive got a call open since this feb that still hasnt been sorted!!!! 

Hi DJ, sorry not on the forum as much as i would like, have you got a support call number? As if so i can go and prod people, if we have things not being resolved over this timeframe something is wrong with the system and if i can identify what it is maybe we can improve it.

[edited for typo's...]

HI DJ,

same here. It took 3 months to get a reply back. In between i had to send 3 reminder Emails.

Send all the Sohos Logs and Proc Mon logs.

Now they want me to Parcel my PC to them :smileyvery-happy:

Sophos Support is non existant. I hoped on to there chat because I am hard of hearing, and was told chat is sales only and to go to this link which is the page you get when you click support from there home page. Sophos talk is not really talk at all its a fourm, and I was hoping to actully talk to somone. So if your deaf, you dont have support. The agent did state there is no chat technical support. but he did give me a telephone number. so I got someone to call the number, the phone menu stated if you do not know your licensing info to press 6, we did, got to the front desk and explained I was using UTM 9 Home edition, so no licence. got transferred to technical support and was asked for my license which I explained I could not provide. and was told because I did not purchase a sophos product I am not entitled to support. and there there is no one who will support me.

So all and all, Sophos support goes way way way down there with quall com and asus. It is utterly tragic.

It will soon be six years since FK first posted his complaint and nothing seems to have changed.

I am profoundly unhappy with Sophos Support and with its management. Yesterday I wrote the CEO, Kris Hagerman, “Your Vice President for EMEA Sales has ignored all my messages. The manager of your Asia Pacific region refuses to let me have the license activation key of the Sophos Full Guard License that I paid for when I bought your XG85 firewall from your local reseller, who charged me four times the U.S. or U.K. price for it. We have come to a crossroads. You are obviously unable or unwilling to provide me with the level of customer satisfaction and support that your reseller led me to believe I was paying for when he recently sold me your XG85 firewall and your Full Guard License. I therefore respectfully suggest that we end our business relationship. I shall return your product to your reseller and he will refund my payment in full. Both you and I will heave a sigh of relief.”

Mr. Hagerman has not bothered to answer me. He had led Corel and Symantec before moving to Sophos. I have been a loyal and happy customer (and beta tester) of both these companies for decades. I had hoped that with Kris Hagerman at the helm, Sophos would improve. Alas, this is not the case.

Unless there is a response from Sophos management, I plan to post this message on every website that deals with Sophos and its “service” to its customers.

Hi Avner Falk ,

I am very sorry to hear about your dissatisfaction with support.  I have made management aware, and I will be following up with you via Direct Message to gather more information so that we can better assist you. 

Regards,

Thanks, Barb. You have sent me two Direct Messages from a NO REPLY address. Do you want me to post my reply online?

Hello Avner Falk,
 
Thank you for the additional information via PM. We have reviewed the provided tickets and found out that they have all been marked resolved.
 
We have noticed there was a specific ticket in relation to your XG issues, which was escalated to your Sales rep/ Partner, as well as our management team, and the Customer Support Directors. You did receive additional information from them and the ticket was also closed as the support issues were resolved and the XG license was  activated and functional.
 
I will send you another direct message with regards to your current XG configuration issues and other requests.
As for your management concerns, we have made the management team aware of your request.
 
We are locking this topic for it has been ongoing since 2012 and no longer reflects current issues. However, we would like you to please create a new thread about your current technical issues so that we can properly provide support for those.  
 
Thank you.