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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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  • +1

    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 Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

     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.

Reply
  • 0 in reply to emmosophos

     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.

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