The one line summary from my experience so far is that the
"RMA team in 15 hours since the RMA was raised are not sending any emails at all - to a) confirm RMA exists, b) is accepted, c) shipment and tracking details."
and this leaves me and my client in the dark with no idea if and when the unit will be replaced. Also the RMA team seem completely impossible to contact.
In detail my problem is:
I raised an RMA request through GTS with next business day replacement at 10:15 but got no confirmation email by 00:15 (right now) from the RMA team. I phoned customer services to confirm the RMA was open. It was. Found out the RMA number from them. Tried emailing firstname.lastname@example.org as advised by support. Nothing. Support say "wait for RMA to contact you". Customer services say the same. I am still waiting.
My questions to the community are:
Thanks in advance for any light you can shed on this.
All the best,
I feel good that someone cares but does it solve the problem at Sophos site? I don´t think so. What does Sophos like to do to improve the process at RMA team?
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.
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.
Update on processing RMA replacement.
You probably already know this, but;
On support in general from UK.
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 !!!
Thank you for contacting the Sophos Community!
Could you please provide me with your Case ID, so I can follow-up!
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.
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.
Thank you so muchRegards
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.