Thread Info
  • State Verified Answer
  • +1 person also asked this people also asked this
  • Locked Locked
  • Replies 24 replies
  • Subscribers 10 subscribers
  • Views 8356 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Extreme problems with raising an RMA for next business day replacement

Adrien Belcourt1

Hi All,

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 rma@sophos.com 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: 

 

  • Are you having similar problems with RMA?  
  • What would you suggest?  
  • Anyone have a direct number for RMA team uk?
  • Can you confirm that rma@sophos.com is the right email, and the subject line format is "[#<RMA number>] xxxx"? 

Thanks in advance for any light you can shed on this. 

All the best, 

Adrien. 



This thread was automatically locked due to age.
Parents
  • 0

    Hello from Hamburg, Germany.

    You already have triggered an RMA and had problems somehow seeing the processing? This is terrible and shocking me, because it took me 3 full days to even generate an RMA! I needed 7 (seven) contacts via support portal, email AND phone, including escalation after 9 hours on the first day, to reach someone to answer / support me (by the way - we are Sophos Gold Partner). Yesterday evening after 45 minutes of waiting in the telephone queue and after 1 hour and 25 minutes of telephone conversation I got an Indian colleague to initiate the RMA. And only now am I in the situation that an RMA has been activated and I have not received any information / e-mails about any further status. And after that - I read that the wait is only just beginning ... What does the word "support" actually mean in the Sophos world?
    My case ID: 03416811, RMA Number: 10094167

    If someone from somewhere (maybe there is still Sophos support) could help / trigger something -> I would be very grateful.

    Cheers, Janbo

    ---

    janbo.noerskau@comedia.de UTM lover ;-)

  • 0 in reply to Janbo Noerskau

    Hello Janbo,

    Thank you for contacting the Sophos Community!

    It seems like your RMA was shipped today Dec 10, and you have the tracking number already.

    Thank you for sharing the details about this issue you had,( I apologize) I will pass them along.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    Hi Emmanuel

    Thanks for looking after this.

    Yes. RMA was sent out at Thursday December 10th and arrived on Monday December 14th. 3-4days as usual since the RMAs are sent out from UK.

    Cheers

    ---

    janbo.noerskau@comedia.de UTM lover ;-)

Reply Children
No Data
Unfiltered HTML