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Phone support, WT*

BJohnson

Where, exactly, am I supposed to get support for the UTM 9? I have been on hold for 40 @#$%^&* *&^%$#@#$%^&* minutes.  I pay for premium support, as far as I'm concerned this is breach of contract.  I'm supposed to makes posts in this forum and pray someone is nice enough to answer?  What the hell am I paying for?!?

I would create a trouble ticket, but the @#$%^& device registration wizard won't accept the serial number WHICH I'M GETTING DIRECTLY FROM THE *&^%$#@ DEVICE.

How is this going to work?  Good product, utterly @#$%^&* useless support?  I don't know if you guys are aware, but in 2016 IT personnel don't have hours to @#$%^&* while you're trying to get it together, we've got stuff to do.



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  • 0

    Hi,

    Support tickets for UTM9 can also be created from MyUTM portal (sophos.myutm.com). Did you register your product and license there ?

    • 0

      First off, chill out. You're not going to get anywhere by dropping the f bomb all over the place. Speak to your account manager and tell them how you feel, not on this forum.

      You can phone in, email in or create tickets online. What region are you from? America? 

      And lastly, what's actually broke on the UTM for you? The keyword there is broke. If it's anything related to configuration, it's not for Technical Support to deal with. 

      • 0

        As the others have said, the best way is to enter a ticket at MyUTM.sophos.com.  Neither I nor any of my US clients uses the phone though.  Their first action is an email to me.  If it looks like Sophos Support needs to be involved, I either enter a ticket or send an email to Support.  If you weren't able to enter a ticket and didn't have the correct email address, your reseller is to blame, as vilic said.

        Cheers - Bob

        PS Brian, in nine years of participation here, I have to hand it to you for having the foulest, angriest post in that time.  I cleaned up the cursing but left your anger apparent.  You might want to edit your post.

        In fact, Sophos doesn't pay anyone to participate actively here except for in the beta forums.  The folks here are, like me, NOT Sophos, so there's no point in venting your rage here.  Checking with others to see if they have similar frustrations certainly is something we see here on occasion, and that's welcomed.

         
        Sophos UTM Community Moderator
        Sophos Certified Architect - UTM
        Sophos Certified Engineer - XG
        Gold Solution Partner since 2005
        MediaSoft, Inc. USA
        • 0

          I also have had the same problem.  I've been on hold for 40-60 minutes several times.  I bought our UTM last fall and the first time I had a problem I called support and got right in and the tech was a great help.  I haven't had that success since.  

          When my re-seller and my sophos account person sold me on the UTM they told me about "premium" support.  They said for an addition charge I could get a number for tier 2 that I could call direct instead of going through tier 1.  I looked over my purchase order and sure enough it had the "premium support" line item. 

          After a couple times of not getting a hold of anyone in tier 1 I contacted my sophos account rep to get the tier 2 number but was told that I needed to have premium support for that.  I sent the purchase order to them to show that I did indeed purchase the premium support and I was then informed that there are TWO LEVELS OF SUPPORT BOTH CALLED PREMIUM!!!!.  Yes!  They explained that there is Astaro Premium support and Sophos Premium support.  One is included with the device and is the basic tier 1 support the and other one is the extra charge for tier 2 direct access.  They said that even though the line item said "premium support", the part number indicated the regular level support.  Sophos apologized and said that understood how having to different things with the same name "could cause confusion".  They didn't apologize enough to bump me up to that level of support.  I'm having to pay the difference now to make that up.

          So, you said you have premium support.  Well, you probably do...premium as in regular first level support with nothing special.  

          • 0 in reply to ackernackt

            This doesn't sound right.  In your place, I would have a serious discussion with your reseller instead of paying more.  Then again, if you're not in North America, there may be things about UTM support of which I am not aware.

            Even those of my clients that have "regular" Premium Support contact me first.  Often, I can solve their issue with a phone call so short that I don't even deduct the time from pre-paid consulting.  Unless you're a large organization paying $100K/yr for personalized support, it just doesn't pay to open tickets any way other than via email or MyUTM.

            Cheers - Bob

             
            Sophos UTM Community Moderator
            Sophos Certified Architect - UTM
            Sophos Certified Engineer - XG
            Gold Solution Partner since 2005
            MediaSoft, Inc. USA
            • 0 in reply to BAlfson

              I also agree that it doesn't sound right but my sophos rep said they went up through their manager and further and all I got was a slight discount on the Premium support.  My re-seller is SHI and they didn't offer any kind of support for the product so I'm stuck calling support.  

              I'm used to Cisco/VMware/Veeam/Barracuda support where, if there is a network down emergency, I can call and talk to someone that isn't supposed to get off the phone until the issue is resolved.  I was hoping that with the premium support I would get something similar.  I've never had good luck submitting an email ticket to any vendor/company and getting a prompt reply.  Most of the time I need support is in an emergency down situation or at 2 am so I usually can't wait.  I'm in Alaska so anytime they call back is usually off hours for me.

              When the product was sold to me in October, the rep really played up the "North America support is really getting beefed up!" but I haven't seen that yet.  I have yet to talk to anyone in support from North America.  

              Maybe this isn't the best place to vent, but the support has been lackluster and not everyone has a re-seller they can call up for help.  I've liked the product (SG 310 x2) but I'm not impressed at all with the support.

              • 0 in reply to ackernackt

                Your Settings here prevented me from sending you a PM, please send me one so we can have an exchange about your experience.  I still don't think they're giving you complete information.  Are they trying to sell you Enhanced Support?

                Cheers - Bob

                 
                Sophos UTM Community Moderator
                Sophos Certified Architect - UTM
                Sophos Certified Engineer - XG
                Gold Solution Partner since 2005
                MediaSoft, Inc. USA
            • 0

              I love this post.  I also love how reply posts to this is Sophos saying they cleaned up your post.  Their support is the worst I have ever, ever, ever dealt with anywhere.  Tell them to go **** off.  I waited an hour and a half for someone to speak to on multiple occasions and they are useless help so I ask to get to a level 2 and they just put me back in the queue.  Unbelievably poor customer skills and Sophos needs to fix this badly or people will start to leave them as they should.  I am going to our Director and requesting we drop them when our renewal comes up.

              • 0 in reply to Michael Waldrop

                Michael, you're welcome to participate here, but we volunteer moderators are not Sophos employees.  We try to keep the exchanges positive.  Apparently, I'm the first of the unpaid mods to see your post, and you will find that I've cleaned it up.

                This is your first post here, so I assume that you've not been a UTM admin for very long.  I never call Support because it's much faster to open a case via MyUTM.  After that, email.  I usually won't answer calls from Support because I'm working on something else and just want to see their emailed result.  Then again, we don't charge our clients for submitting tickets to Support.

                I'm sorry you and Support got off on the wrong foot together.

                Cheers - Bob

                 
                Sophos UTM Community Moderator
                Sophos Certified Architect - UTM
                Sophos Certified Engineer - XG
                Gold Solution Partner since 2005
                MediaSoft, Inc. USA
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