I've been a happy Sophos user for 5 years, but I'm having a stinker of a time with support now.
The issue I've had is with upgrading to 10.6.4 VE3.67.3 for a Citrix Provisioning image for Citrix XenApp. I had a previous version fixed as per recommendations, but then needed to upgrade due to expiration of that fixed version. This is where the huge issues started. Failures for all users for Internet Explorer, other applications falling over, and 100 Citrix XenApp sessions being affected by randomness. Having tried to fix it, and had no luck, I rolled the image back to the previous version.
I had a call open, and Sophos support started to help - then closed my initial call opening another call - which while fair enough for the circumstances, was actually the beginning of all the problems because they didn't bring the call history over with it.
This has meant that I've had to go back to the start of troubleshooting, and while I've now had my call "escalated" to the escalations team, I haven't heard back from support since the 9th of Feb, despite several unretunred emails, phone calls and case updates.
I had to wait over 20 mins in the queues to even speak to someone, who informed me that because it's gone to the Escalations team he couldn't help in the slightest - couldn't offer any more than a case update and to send a message to the team via the same system I've already been using.
I have just renewed this past month, and feel like it's a complete waste at this time, due to the poor support experience.
Sorry to have to write negatively here - but I have tried to contact to complain, and been told there's nothing to do!
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