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Complain about support

Moawia Mohammed1

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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  • 0

    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.

  • 0 in reply to BrucekConvergent

    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: 

Reply
  • 0 in reply to BrucekConvergent

    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: 

Children
  • 0 in reply to Moawia Mohammed1

    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. 

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni

    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?

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