Going to be honest, I haven't really had any good experiences with Sophos technical support.
1- They call at all hours, whenever they want. This is really inconvenient for me. Even when I give them a window, they miss the window. Today, I got three different calls from Sophos and I'm not sure why or from whom.
2 - The techs insist on calls when doing basic troubleshooting. If I give you the issue and then enable remote support (sending the access key) I don't want to have a phone call wasting my time going over the configuration. You could have done that on your own.
3 - I am asked for the same information over and over again by the same techs.
4 - I have an XG firewall and it seems really unfinished. I run into a lot of bugs, and I end up having to escalate the ticket - I feel like I'm fighting the first responders to escalate. I don't have time for you to go over the same information three or four times; if you don't know then give me a different tech who knows.
I honestly feel really frustrated, and would not recommend Sophos to someone else.
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