Complain about support

Question

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.

emmosophos · Accepted Answer

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,

BrucekConvergent · Answer

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.

Complain about support

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