TLDR: Please post on the Google Play store page (https://play.google.com/store/apps/details?id=com.sophos.smsec) and have any and all responses you have automated or make manually direct people to your http://community.sophos.com to get support/feedback. It would save a lot of time and frustration.
Details:
The Sophos Mobile app in the Google Play Store specifically instructs people to e-mail support@sophos.com for any questions or support.
When you do as instructed and send an e-mail to support@sophos.com , you get the following automated e-mail response:
/snip ====
Note, this email submission, has NOT resulted in a case being generated.
Thank you for contacting Sophos Technical Support.
In order to improve our overall support experience, as of the 2nd of October, 2017, we are directing email-based support requests to a web based form that will give us the necessary information we need to support you quickly and effectively.
You can submit a web base support request at: https://sophos.com/en-us/support/contact-support/support-query-request.aspx
Alternatively, many of the common support queries have already been answered in our knowledgebase which you can search here: https://sophos.com/kb
If you need immediate assistance, you can contact Sophos Technical Support via phone or chat.
The Support Chat option appears on the support section of the website and telephone contact numbers can be found here: https://www.sophos.com/en-us/support/contact-support.aspx
/snip ====
Note, this email submission, has NOT resulted in a case being generated.
Thank you for contacting Sophos Technical Support.
In order to improve our overall support experience, as of the 2nd of October, 2017, we are directing email-based support requests to a web based form that will give us the necessary information we need to support you quickly and effectively.
You can submit a web base support request at: https://sophos.com/en-us/support/contact-support/support-query-request.aspx
Alternatively, many of the common support queries have already been answered in our knowledgebase which you can search here: https://sophos.com/kb
If you need immediate assistance, you can contact Sophos Technical Support via phone or chat.
The Support Chat option appears on the support section of the website and telephone contact numbers can be found here: https://www.sophos.com/en-us/support/contact-support.aspx
/snip ====
So then if you submit the request on the web-based form - someone eventually contacts you for more information - but then after taking the time to provide them all that information you get a response along these lines...
/snip ====
Since you are using the free version, support should be channeled through our community: https://community.sophos.com/
/snip ====
Since you are using the free version, support should be channeled through our community: https://community.sophos.com/
/snip ====
However, if you just post a negative review - then someone will respond asking for more information - BUT in that e-mail is the following text:
/snip ====
If you would like to discuss your issues in more detail with the developer, you can contact the developer directly by emailing Sophos Limited or replying to this email.
/snip ====
If you would like to discuss your issues in more detail with the developer, you can contact the developer directly by emailing Sophos Limited or replying to this email.
/snip ====
Guess where the hyperlink in the "Sophos Limited" goes or the e-mail address that it populated when you reply.... yup - support@sophos.com [8o|]
Is it the same for the Apple Store?
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