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Complain about support

Hi,

Our company is located in KSA.

I would like to know how can I escalate a neglected support case.

I've tried to submit a complaint ticket about a support ticket and didn't receive any feedback on that one for more than 11 months 

 I've also contacted our local partner, and they simply advise you to call Sophos' number.

Then I called Sophos using this number: 00441235465818 asking them about how to complain or whom to copy in my emails !

They ended up transferring my call to the support team, kept getting Thank u for waiting for a while then I hung up.

Also tried the chat on the website after telling me I'm number 21 in the queue and waited until I reached number 5, I got a message stating there were no agents at the

moment.   

Why there is no one to check for customer satisfaction against a closed support case?

Could anyone please let me know how to steer my cases in the right direction? we are losing faith in the whole Sophos products out of this behavior. 



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  • Your local partner should have the ability to contact their channel folks and get this moved up for you.  I've done the same for my customers here in the US a time or two (we are a Platinum Reseller), and it frankly wasn't that hard (I don't know about the situation in your country, however).  That said, have you tried accessing your case at support.sophos.com and using the escalation feature there?  Also sometimes creating a new case, and referencing the old, can help if you can't get help from your partner.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Sophos Platinum Partner

    --------------------------------------

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

  • Thanks for your swift response,  We've tried the local partner way, they always say, just call Sophos and they refer the Sophos global customer number,  And also we tried accessing the Sophos support portal and updating the case posts "There are no escalation options for us on the portal by the way " .

    By the way, our main issue is the v 18 SDWAN rules, even Sophos engineers can't get it to work.

    All our traffic is passing through one gateway, no matter what we tried, so our two other gateways are basically idle !!

    below are the current case, previous case, and complaint "referencing the old case " case: 

  • Those are rather old cases. I mean, whats the issue in detail? You might get help by clearly explaining the community your facts and what you are doing in a separate thread. 

    __________________________________________________________________________________________________________________

  • Hello there,

    Thank you for contacting the Sophos Community.

    Sorry to hear about the lack of support on your case, I went over the cases and the original case was closed due to no response after 3 follow-up emails, the second case was closed as it was duplicated of the original one, and the communication continued in the original case. 

    For the third one, it looks like you had a session today after you called Customer Care, they transfer you to Support. I however don't see any update on the ticket after that call, so I guess this is the call that got disconnected.

    As a suggestion when opening cases, follow this KB on "best practices when opening a case with Support" so this helps the overall resolution of your case. 

    Additionally to what Brucek mentioned, you can also reach out to your account manager, and they should be able to escalate the case for you.

    I have escalated this case internally with Management, let me know if you don't hear from support in the next 24 hours.

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • In detail, SDWAN rules are failing to segregate traffic through our 3 different gateways, We've applied all Sophos KB's about this topic consulted other colleagues, Sophos engineer was connected for more than 3 hours, and ended up advising to install the latest update, assuming it might be a bug that and an update would fix it, and so we did, still, all network traffic is passing through one gateway only out of the 3 we have. For a normal how-to, questions indeed we'll look it up online or post on the community forum, but when you apply everything write and make sure you've done it the same way as best practices, it's time to ask for some help by a product specialized engineer. Don't you agree?

  •  Thanks for your response

    . I've been dealing with IT vendor support systems for a long long time. you just have to take my word on this "as a customer " Sophos support mechanism needs to be reviewed. a small survey, filled by a customer after his case is closed would come in handy for all of us "customers, engineers ...etc". a customer must be able to rate the engineer's knowledge and behavior. I really appreciate that you are trying to help by reading through the system history to understand the full story.  So could you please pass my suggestion to Sophos management?  And if anyone is interested to hear what do we have to say about our support experience I'll be glad to answer that call. 

    And I will let you know once I hear from Sophos' Team.

    Thanks again, And Sorry for any disturbance I might've caused to anyone by writing this post.

  • Hello Moawia,

    Thank you for your feedback.

    After a case is closed an automated survey is sent to the user, let me know if after this case is closed you receive the survey.

    I will email the Manager of the case to see if they can arrange a call with you to discuss your concerns.

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • yeah to be fair, as a partner we do usually get a survey after a case is closed - is it different if you're an end user maybe?

    ------------------------------------------------

    worlds number one free ICMP monitoring platform: https://pinescore.com

  •  

    update: Today An engineer from the Sophos team connected to the system got it working in 10 min session. 

    I would like to Thank you all for your time and attention and your willingness to support me.

    Appreciate every single response from everyone.

    My faith in Sophos is restored, just knowing that there is management behind the scene that really cares for customer satisfaction means a lot for us .

  • Hello Moawia,

    Thank you for taking the time to update the community on the status of this case and for your kind words.

    If in the future you experience issues with Support, feel free to reach out again.

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.