Having a serious issue with Sophos Support (BIG SIGH)

Hi Andrew,

Good day and thanks for reaching out to Sophos Community

I apologize you have faced this experience. Would you be so kind so share the support caseID with us?  

Many thanks for your time and patience and thank you for choosing Sophos

Cheers,

Hi Raphael, 

The subject line in my email which is on-going is this: RE: Automatic reply: 06529914 / High CPU utilization / ref:_00D301GN6a._5003Z1a689h:ref

I am not sure which number is the actual case number!?

Thanks,

Andrew

Hello Andrew,

Thanks for this, it should be 06529914 - I have followed up and put on case notes on our end with regards to this. Again, thank you for your patience as we work toward this concern.

Should you have further clarifications from our side, kindly let us know. 

Thanks

Cheers,

So what does this mean? Will I need to wait another week or two until someone pulls the trigger and fixes the DB?

Thanks,

Andrew

Hello Andrew,

I was reviewing the case and apologize for the service you received. You should have received a call from the engineer assigned to the case by now and an email with the next steps if the issue isn’t resolved.

We have alerted also management about this case.

Regards,

Hello Andrew,

I was reviewing the case and apologize for the service you received. You should have received a call from the engineer assigned to the case by now and an email with the next steps if the issue isn’t resolved.

We have alerted also management about this case.

Regards,