Ok, I am puzzled now, have I offended Tom somehow? why have other threads today attracted an answer from Tom but not https://community.sophos.com/products/unified-threat-management/astaroorg/f/56/t/48450
I know posting here doesn't guarantee an answer, But I wouldn't need to if I could ever get to speak to an engineer on the European platinum support line, they only ever correspond by email and just leave certain questions unanswered see point 2 in that thread "I will ask our development"
I know Tom is one of the developers and the information/feedback should come up the chain to him from support and then back to me via support, but it just isn't.
Gert/Barry Butler/ Jack D/ I have tried talking to all of you but none of you have got back to me on why the European support is not functioning properly.
It doesn't matter how great the product is, if I can't get the support in times of need, and provide answers to when issues are going to be resolved, then my boss will force me to dump astaro's products in favour of a supplier that will truly provide 24/7 support on the end of a phone.
I am interested in other people experiences, is it this bad in america now as well, the last time I called them 2 weeks ago, I held for 20 minutes and got through to a trainee who could not find my support call at all, despite giving him the reference number and he was unable to pass me to anyone who could help.
Please respond astaro, I don't want to be forced to another supplier.
This thread was automatically locked due to age.
Quote