Extreme problems with raising an RMA for next business day replacement

Hello Adrien,

Thank you for contacting the Sophos Community.

I apologize about this, I actually found your RMA case and have emailed the UK RMA Team about this, for them to send you the replacement as soon as they can and/or to communicate with you.

Regards,

Hi Emmanuel, 

Thank you for this. This is much more than I would have hoped for as a response.  

I wonder if the new ticketing system is correctly processing RMA requests?

We now have to explore alternatives like replacing the SSD ourselves or finding two UTMs we can use instead to restore the HA pair we need. 

All the best, 

Adrien.

Hi All,

Update on processing RMA replacement.  

• RMA Status can be seen by GTS Technical Support but by the Team Leader only.  So ask the engineer to ask the team leader.
• RMA processed and accepted emails are not currently being sent. 
• RMA replacement shipped emails should be sent, but I cannot confirm that this happens yet. 
• Next business day replacement cannot be counted on currently. 

You probably already know this, but;

• The ticketing system was changed on the 21/08/20. The RMA system has also been changed. 

• The Case number is only in the first and last email in a ticket which looks like this
  • Sophos Support Case 03069773 Opened / ref:_00D301GN6a._5003Z171Hvl:ref
  • Sophos Support Case 03069773 Closed / ref:_00D301GN6a._5003Z171Hvl:ref
• all the emails between the first and last email look like this without the 8 digit case number
  • RE: Firewall inquiry    [ ref:_00D301GN6a._5003Z171Hvl:ref 

On support in general from UK.

• VIP technical support - not contactable. Always gets to GTS technical support. 
• GTS technical support - only support organisation contactable from UK currently. 
  • English comprehension - very variable. 
  • Call line quality - very variable.
• Expect music on hold time from 20 to 90 minutes.   Record for me is 125 minutes.  

Best regards,

Adrien

You should post your concerns to the Support Portal forum: https://community.sophos.com/support-portal/

This is not an isolated case, I´ve been waiting since 3 day for any communication with RMA-Team....
Unbelievable !!!

Hello MueTi,

Thank you for contacting the Sophos Community!

Could you please provide me with your Case ID, so I can follow-up!

Regards,

RMA 10081128
RMA was opened on Thursday last week, it´s now 5 day ago and I haven´t heard anything from RMA Team. It´s absolutely not satisfy.

Hello MueTi,

Thank you for the Case ID, I have sent an email to the RMA team about this and to provide you with an update at their earliest.

Regards,

Thank you so much

Regards

Hello MueTi,

You should have received since yesterday the email from the RMA team, let me know if for some reason it is not in your inbox so I can provide you with the tracking number.

Regards,